Nccm Administration Installation And Mintenance Guide
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297-2183-926
Nortel Contact Center Manager Administration Installation and Maintenance Guide Product release 6.0
Standard 10.15
December 2007
Nortel Contact Center Manager Administration Installation and Maintenance Guide
Publication number Product release: Document release: Date:
297-2183-926 6.0 Standard 10.15 December 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager Administration is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.
WINZIP is a trademark of Nico Mak Computing, Inc. OLECTRA is a trademark of Sitraka Inc. SYBASE is a trademark of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation. VERISIGN is a trademark of VeriSign, Inc. VERITAS is a trademark of Veritas Operating Corporation.
Contents 1
Getting started
21
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 1
2
Installing the Contact Center Manager Administration software
43
Installation overview
45
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CCMA server preinstallation requirements . . . . . . . . . . . . . . . . . . . . . . . . . . Install Crystal Reports with CCMA (optional). . . . . . . . . . . . . . . . . . . . . . . . Install primary and replicating CCMA servers. . . . . . . . . . . . . . . . . . . . . . . . What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
22 28 31 36 38 39 41
Install the software on the primary server
46 49 51 53 56 58
61
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Section A: Prepare the primary server for the installation Step 1. Read relevant documentation for performing a new installation . . . . Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . . Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . . Section B: Install the server software on the primary server Step 5. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 6. Apply the latest Service Update and Service Update Supplement . Step 7. Install required hot fixes for third-party software . . . . . . . . . . . . . . Installation and Maintenance Guide
65 66 67 83 95
103 104 120 126 v
Standard 10.15
Section C: Postinstallation on the primary CCMA server 127 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Step 8. Add the server to an existing domain (optional) . . . . . . . . . . . . . . . 129 Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 133 Step 10. Check Internet Information Services settings . . . . . . . . . . . . . . . . 137 Step 11. Add the IUSR_SWC account as the anonymous user account . . . 138 Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 150 Step 13. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 156 Step 14. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 160 Step 15. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Step 16. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Step 17. Configure SMTP and printers for Historical Reporting (optional) 175 Step 18. Configure shared folders for Historical Reporting (optional) . . . . 187 Step 19. Configure scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Step 20. Configure Agent Desktop Display parameters on the server . . . . 218 Step 21. Change the iceAdmin user account password (optional) . . . . . . . 222 Step 22. Configure language support (other than English) . . . . . . . . . . . . . 226 Step 23. Install the XML Automated Assignments feature (optional) . . . . 247 Step 24. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 250 Step 25. Activate master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Step 26. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
4
Configuring the client PC and agent workstations
259
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260 Section A: Preparing the client for CCMA 263 Step 1. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Step 2. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . . 266 Step 3. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267 Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) . . . . . . . . . . . . . . 284 Step 5. Download and install Windows update KB917607 (Optional) . . . . 289 Step 6. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . . 290 Section B: Logging on to CCMA for the first time 293 Step 7. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . . 294 Step 8. Log on to CCMA for the first time . . . . . . . . . . . . . . . . . . . . . . . . . 296 Step 9. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303 Section C: Configuring agent workstations 315 Step 10. Install and configure Agent Desktop Display . . . . . . . . . . . . . . . . 316
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5
Migrating Classic Client
329
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . Migrating agent-skillset and agent-supervisor scheduled assignments . . . . Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
How to install and configure the replicating server (optional)
330 333 335 350 356 366 371 373 376
377
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378 Section A: Prepare the replicating server for the installation Step 1. Read relevant documentation for performing a new installation . . . Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . Step 5. Log into the same domain as the primary CCMA server . . . . . . . .
381 382 383 398 410 417
Section B: Install the software on the replicating server 421 Step 6. Install the software on the replicating server . . . . . . . . . . . . . . . . . . 422 Step 7. Apply the same Service Update as on the primary server . . . . . . . . 451 Step 8. Install required hot fixes for third-party software . . . . . . . . . . . . . . 458 Section C: Postinstallation on the replicating CCMA server 461 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462 Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 463 Step 10. Add the IUSR_SWC account as the anonymous user account . . . 467 Step 11. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 478 Step 12. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 482 Step 13. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 487 Step 14. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496 Step 15. Configure SMTP and printers for Historical Reporting (optional) 498 Step 16. Configure shared folders for Historical Reporting (optional) . . . . 509 Step 17. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539 Step 18. Configure Agent Desktop Display parameters on the server . . . . 540 Step 19. Change the iceAdmin user account password (optional) . . . . . . . 544 Step 20. Configure language support (other than English) . . . . . . . . . . . . . 548 Step 21. Install the XML Automated Assignments feature (optional) . . . . 568
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Step 22. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571 Step 23. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 588 Step 24. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
Part 2
7
Upgrading to Contact Center Manager Administration 6.0 and migrating data
591
Upgrading
593
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compatibility with CCMS and SCCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Planning your upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading access classes and partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8
Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
594 596 598 601 602
603
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604 Section A: Before you begin the migration 607 Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608 Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . 610 Section B: Prepare the source server for the migration 613 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614 Step 3. Ensure that SWC 4.5 SU05 (or later) is installed . . . . . . . . . . . . . . 615 Step 4. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . . 616 Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . 617 Step 6. Extract the AD Data Migration zip file onto the source server . . . . 621 Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . 622 Step 8. Clear routes from filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629 Section C: Prepare the target server for the migration 631 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632 Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . 633 Step 10. Ensure source server IP address is primary DNS server . . . . . . . . 699 Step 11. Connect source server and target server off-network (optional) . . 701 Step 12. Add the target server to the source server domain . . . . . . . . . . . . 702 Step 13. Log the target server onto the source server domain . . . . . . . . . . . 705 Step 14. Extract the AD Data Migration zip file . . . . . . . . . . . . . . . . . . . . . 706
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Section D: Migrating and restoring the data 707 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708 Step 15. Prepare the source server for the Active Directory transfer . . . . . 711 Step 16. Migrate the Active Directory data to the target server . . . . . . . . . 713 Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 718 Step 18. Reset the new computer name of the target server . . . . . . . . . . . . 725 Step 19. Run the Symposium Web Client ChangeSOAPSrv utility . . . . . . 731 Step 20. Reset iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732 Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 734 Step 22. Reconnect to the customer LAN . . . . . . . . . . . . . . . . . . . . . . . . . . 737 Step 23. Restore the data files from the source server to the target server . 738 Section E: Postmigration tasks 741 Step 24. Configure Real-Time Reporting on the target server . . . . . . . . . . 742 Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 749 Step 26. Configure Agent Desktop Display 4.5 parameters on the server . 751 Step 27. Recreate filters containing routes on the target server . . . . . . . . . . 754 Step 28. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 755 Section F: Troubleshooting 757 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758 Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 759
9
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
769
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770 Section A: Preparing for the upgrade 773 Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 774 Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 775 Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 776 Step 4. Ensure the application server meets CCMA 6.0 requirements . . . . 777 Step 5. Perform a full backup of the Symposium Web Client server . . . . . 778 Step 6. Back up Symposium Web Client data files . . . . . . . . . . . . . . . . . . . 779 Step 7. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . . . 782 Step 8. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 783 Step 9. Get documentation for the XML Automated Assignments feature . 787 Step 10. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . 788 Step 11. Verify that the SWC server can update the ADAM schema . . . . . 795 Section B: Upgrading the product software 801 Step 12. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802 Step 13. Install required hot fixes for third-party software . . . . . . . . . . . . . 812 Installation and Maintenance Guide
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Standard 10.15
Step 14. Apply the latest Service Update and Service Update Supplement 813 Section C: Postupgrade tasks on the CCMA server 821 Step 15. Add the server to an existing domain (optional) . . . . . . . . . . . . . . 822 Step 16. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 826 Step 17. Check Internet Information Services settings . . . . . . . . . . . . . . . . 830 Step 18. Add the IUSR_SWC account as the anonymous user account . . . 831 Step 19. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 842 Step 20. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 848 Step 21. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 852 Step 22. Configure shared folders for Historical Reporting (optional) . . . . 857 Step 23. Configure new ADD 6.0 parameters on the server (optional) . . . . 887 Step 24. Change the iceAdmin user account password (optional) . . . . . . . . 889 Step 25. Upgrade the XML Automated Assignments feature (optional) . . 892 Step 26. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 895 Step 27. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897 Step 28. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 900 Step 29. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902 Section D: Configuring the client PC 903 Step 30. Ensure that the client PCs meet all requirements . . . . . . . . . . . . . 904 Step 31. Download and install Windows update KB917607 (Optional) . . . 905 Step 32. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 906 Step 33. Log on to Contact Center Manager Administration . . . . . . . . . . . 909 Step 34. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 915 Section E: Upgrade agent workstations 927 Step 35. Upgrade Agent Desktop Display on agent workstations . . . . . . . . 928 Step 36. Configure active and standby servers for ADD (optional) . . . . . . 932 Section F: Migrate Classic Client 935 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 936 Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939 Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 941 Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956 Migrate graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . . . 962 Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 972 Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 977 Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 979 Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 982
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
983
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984 Section A: Preparing for the upgrade 989 Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 990 Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 991 Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 992 Step 4. Ensure target server meets CCMA 6.0 requirements . . . . . . . . . . . 993 Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server . . . . . . 994 Step 6. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . . . 995 Step 7. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . 1028 Step 8. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1032 Step 9. Back up Symposium Web Client data files on the source server . 1033 Step 10. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . 1036 Step 11. Restore the data files from the source server to the target server 1037 Step 12. Get documentation for the XML Automated Assignments feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043 Step 13. Install Crystal Enterprise 10 Embedded on the target server . . . 1044 Step 14. Verify that the SWC server can update the ADAM schema . . . . 1051 Section B: Upgrading the product software 1057 Step 15. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058 Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . 1069 Step 17. Apply the latest Service Update and Service Update Supplement 1070 Section C: Postupgrade tasks on the CCMA server 1077 Step 18. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1078 Step 19. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1082 Step 20. Check Internet Information Services settings . . . . . . . . . . . . . . . 1086 Step 21. Add the IUSR_SWC account as the anonymous user account . . 1087 Step 22. Complete additional IUSR_SWC tasks for SU04 (optional) . . . 1099 Step 23. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1105 Step 24. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1109 Step 25. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1114 Step 26. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122 Step 27. Configure shared folders for Historical Reporting (optional) . . . 1124 Step 28. Configure Agent Desktop Display parameters on the server . . . 1154 Step 29. Change the iceAdmin user account password (optional) . . . . . . 1158 Step 30. Upgrade the XML Automated Assignments feature (optional) . 1162 Step 31. Revert to source computer name or change computer name . . . . 1165 Step 32. Ensure computer name of CCMA server is correct on client PCs 1175 Step 33. Accept the license agreement in Server Utility . . . . . . . . . . . . . . 1176
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xi
Standard 10.15
Step 34. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178 Step 35. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1181 Step 36. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183 Section D: Configuring the client PC 1185 Step 37. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1186 Step 38. Download and install Windows update KB917607 (Optional) . . 1187 Step 39. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1188 Step 40. Log on to Contact Center Manager Administration . . . . . . . . . . 1191 Step 41. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1197 Section E: Upgrading agent workstations 1209 Step 42. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1210 Step 43. Configure active and standby servers for ADD (optional) . . . . . 1214 Section F: Migrate Classic Client 1217 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218 Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1221 Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223 Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1238 Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . 1244 Migrating agent-skillset and agent-supervisor scheduled assignments . . . 1254 Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1259 Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . 1261 Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1264
11
Migrating CCMA 6.0 to a new server
1265
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1266 Section A: Before you begin the migration 1267 Step 1. Ensure target server meets all CCMA 6.0 requirements . . . . . . . . 1268 Step 2. Read relevant documentation for performing a new installation . . 1269 Section B: Prepare the source server for the migration 1271 Step 3. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1272 Step 4. Back up the Nortel data files on the source server . . . . . . . . . . . . 1273 Step 5. Back up Real-Time Reporting and Emergency Help . . . . . . . . . . 1286 Section C: Prepare the target server for the migration 1289 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291 Step 6. Install and configure Windows Server 2003 . . . . . . . . . . . . . . . . . 1292 Step 7. Install IIS with SMTP and ASP.NET (optional) . . . . . . . . . . . . . . 1303 Step 8. Ensure the computer name and DNS host name match . . . . . . . . . 1306 Step 9. Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . 1311 xii
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Step 10. Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . Step 11. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . Step 12. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . Step 13. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . Step 14. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 15. Apply the same Service Update as on the source server . . . . . . . Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . Step 17. Add the server to an existing domain (optional) . . . . . . . . . . . . . Step 18. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . Step 19. Check Internet Information Services settings . . . . . . . . . . . . . . . Step 20. Add the IUSR_SWC account as the anonymous user account . . Step 21. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . Step 22. Configure Logon Warning message (optional) . . . . . . . . . . . . . . Step 23. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . Step 24. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 25. Configure SMTP and printers for Historical Reporting (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 26. Configure shared folders for Historical Reporting (optional) . . . Step 27. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 28. Configure Agent Desktop Display parameters on the server . . . Step 29. Change the iceAdmin user account password (optional) . . . . . . Step 30. Configure language support (other than English) . . . . . . . . . . . . Step 31. Install the XML Automated Assignments feature (optional) . . . Step 32. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . Step 33. Other postmigration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1315 1317 1332 1344 1351 1367 1372 1373 1377 1381 1382 1394 1398 1403 1411 1413 1425 1454 1455 1459 1463 1483 1486 1488
Section D: Restoring CCMA data to target server 1489 Step 34. Restore CCMA data to the target server . . . . . . . . . . . . . . . . . . . 1490 Section E: Postmigration tasks 1503 Step 35. Revert to source server computer name or change name . . . . . . 1504 Step 36. Ensure the CCMA computer name is correct on client PCs . . . . 1514 Step 37. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1515
Part 3
12
Maintaining Contact Center Manager Administration Release 6.0 Uninstalling and reinstalling the server software
1517 1519
Section A: Uninstalling and reinstalling CCMA 1521 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1522 Installation and Maintenance Guide
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Standard 10.15
Uninstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . Uninstalling the XML Automated Assignments feature . . . . . . . . . . . . . . Uninstalling Crystal Enterprise 10 Embedded . . . . . . . . . . . . . . . . . . . . . . Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reinstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . Scenarios for reinstalling Contact Center Manager Administration. . . . . .
1523 1528 1529 1531 1533 1534
Section B: Uninstalling Agent Desktop Displays 1589 Uninstalling Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1590
13
Applying Service Updates, Service Update Supplements, and Designer Patches 1593 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Patch Viewer Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying an SU, SUS, or DP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling an update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying Contact Center Manager Administration 6.0 SU04 . . . . . . . . . . SU04 and Windows Server 2003 Service Pack 2 . . . . . . . . . . . . . . . . . . . . How to troubleshoot incorrect Windows Server 2003 SP 2 installations. .
14
Resiliency (backup, restore, and disaster recovery)
1594 1597 1600 1607 1609 1619 1621
1623
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1624 Section A: About replicating servers 1627 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1628 About Active Directory Application Mode replication . . . . . . . . . . . . . . . 1629 How to set up ADAM replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1633 Active Directory Application Mode and service accounts . . . . . . . . . . . . . 1634 How to stop and start Active Directory Application Mode replication . . . 1636 Section B: How to recover from a CCMA server failure 1637 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1638 How to recover from CCMA failure (with no replicating server installed) 1639 How to recover from CCMA failure (with replicating server installed) . . 1641 Section C: How to create CCMA data backups 1645 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1646 How to back up Contact Center Manager Administration data files . . . . . 1654 How to back up Real-Time Reporting and Emergency Help configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1669 Section D: How to restore CCMA data 1671 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1672 xiv
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How to restore data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1675 How to switch to the standby server in Agent Desktop Display . . . . . . . . 1688 How to change the computer name after installation . . . . . . . . . . . . . . . . . 1689
15
Working with CCMA events
1691
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring SNMP on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Selecting the events to be forwarded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the NMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Working with domains and workgroups
1707
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deciding between a workgroup and a domain . . . . . . . . . . . . . . . . . . . . . . Changing the network settings of your server from workgroup to domain Changing the network settings of your server from domain to workgroup
17
Managing security
Troubleshooting
1708 1710 1712 1719
1725
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iceAdmin password changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . Using Security Configuration Wizard and enabling Windows Firewall . . Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing and Configuring URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enabling Secure Sockets Layer on the CCMA server . . . . . . . . . . . . . . . . Applying security patches to the CCMA server . . . . . . . . . . . . . . . . . . . . . Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . .
18
1692 1694 1697 1704 1705
1726 1728 1734 1737 1772 1777 1783 1789 1791
1797
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1798 Section A: Installation or upgrade problems 1799 CCMA does not function correctly after an upgrade from SWC 4.5 . . . . . 1800 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1804 CCMA installation fails when you install Windows Server 2003 Release 2 optional features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1805 SU02 or SUS0201 installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1807 Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1810
Installation and Maintenance Guide
xv
Standard 10.15
Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crystal Reports 10.0 Hotfix install error . . . . . . . . . . . . . . . . . . . . . . . . . . Encrypt password for CCMA Users error . . . . . . . . . . . . . . . . . . . . . . . . . Encrypt password for CCMA user fails during installation . . . . . . . . . . . . Cannot find script file PortLdap.vbs when you reinstall CCMA . . . . . . . . Cannot log on to Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IIS Worker Process Errors after you reboot CCMA. . . . . . . . . . . . . . . . . . ASP.NET not configured properly in IIS . . . . . . . . . . . . . . . . . . . . . . . . . . CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1812 1814 1815 1816 1819 1820 1821 1822 1823
Section B: Communication problems between CCMA and CCMS 1825 CCMA does not function correctly after you make a change to the CCMS 1826 Cannot communicate with Contact Center Manager Server . . . . . . . . . . . 1830 Changing the computer name of the Contact Center Manager Server . . . . 1831 Cannot connect to the CCMA server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1832 Section C: Client PC problems 1843 Client PCs cannot communicate with the CCMA server . . . . . . . . . . . . . . 1844 Running two CCMA sessions simultaneously on one client PC . . . . . . . . 1849 Internet Explorer problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1850 Internet Explorer problems on client PCs running Windows XP SP2 . . . . 1852 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1854 CCMA Web interface layout is distorted . . . . . . . . . . . . . . . . . . . . . . . . . . 1855 CCMA logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . 1856 Cannot launch windows in CCMA, pop ups are blocked. . . . . . . . . . . . . . 1857 CCMA logon page displays Connect Login Prompt . . . . . . . . . . . . . . . . . 1859 Jet Database Engine error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1860 Cannot download third-party controls to the client PC . . . . . . . . . . . . . . . 1861 CCMA Web Service failed to execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1862 Section D: General CCMA problems 1863 You forgot the iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1864 Contact Center Manager Administration is not functioning correctly . . . . 1870 Server tree icons are missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1873 CCMA LMService license grant and release events are not logged . . . . . 1874 The browser is preventing ActiveX controls from installing . . . . . . . . . . . 1875 Cannot open technical documentation (.pdf files) through CCMA . . . . . . 1877 Problems with check boxes and Submit buttons . . . . . . . . . . . . . . . . . . . . 1878 Contents from the about:blank Web site are blocked by Internet Explorer 1880 Performance issues occur when you install Microsoft SPs or Hot Fixes . . 1881
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Section E: Simple Object Access Protocol errors 1883 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1884 Contact Center Manager Administration server . . . . . . . . . . . . . . . . . . . . . 1885 Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1889 You receive a message to run the ChangeSOAPSrv utility . . . . . . . . . . . . 1891 Section F: Real-time Statistics Multicast (RSM) problems 1893 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1894 How to troubleshoot Real-time Statistics Multicast from the CCMA server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1899 The server is receiving, but not sending multicast . . . . . . . . . . . . . . . . . . . 1902 How to troubleshoot Real-time Statistics Multicast from CCMS . . . . . . . 1903 No data is multicasted out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906 Section G: Real-Time Reporting problems 1907 Real-time displays do not show any data . . . . . . . . . . . . . . . . . . . . . . . . . . 1908 Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1910 Cannot launch RTDs, others display negative values or long data strings. 1913 No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1914 Network Consolidated Real-Time Displays are missing sites . . . . . . . . . . 1925 Site does not appear in Network Consolidated Real Time Display . . . . . . 1926 Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 . . . . 1927 Agent name change does not reflect in the Standard Agent Display . . . . . 1928 Section H: Historical reporting problems 1929 The report viewer is blank when launching an ad hoc report. . . . . . . . . . . 1930 Cannot connect to the data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1931 Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1935 Cannot synchronize user imported reports; network drive access denied . 1936 Cannot synchronize user imported reports; cannot copy to CCMA server 1938 Cannot import user created report templates; ASP script time out error . . 1939 Historical Reports cannot retrieve large number of agents. . . . . . . . . . . . . 1941 Cannot obtain a license to open a Report Creation Wizard session . . . . . . 1942 Column Names text and data spill over the line in historical reports . . . . . 1943 Last column is cutoff when you run a report . . . . . . . . . . . . . . . . . . . . . . . 1944 Historical reports selection criteria is slow to display list of agent IDs . . . 1945 The scheduled report export fails on the network drive . . . . . . . . . . . . . . . 1946 You cannot activate scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1948 Historical reports always display and print in portrait orientation . . . . . . . 1953 Exporting large reports to PDF causes error message . . . . . . . . . . . . . . . . 1954 Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . 1955 Section I: Configuration Tool problems 1957 Problems with the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1958 Installation and Maintenance Guide
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Standard 10.15
Section J: Access and Partition Management 1959 Cannot find Access and Partition Management information . . . . . . . . . . . 1960 Cannot view agents or skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1962 Cannot create Report Groups due to failure of XML counter upgrade . . . 1963 Section K: Contact Center Management 1965 “No Supervisors Defined” error messages occur . . . . . . . . . . . . . . . . . . . . 1966 Section L: Agent Desktop Display problems 1969 Cannot upgrade Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . 1970 Agent Desktop Displays do not show any data . . . . . . . . . . . . . . . . . . . . . 1971
A
Event Codes
1973
Operating System events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1974 Contact Center Management Administration events . . . . . . . . . . . . . . . . . 1976
B
Change the names or IP addresses of servers
1981
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 . . 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 . . . . . . . . . .
C
CCMA in a Citrix environment
1982 1983 1997 2014 2034 2058 2081 2092 2109 2116 2126 2130 2142 2149
2157
Contact Center Manager Administration and Citrix. . . . . . . . . . . . . . . . . . 2158 Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2161 CCMA and Citrix installation and configuration checklist . . . . . . . . . . . . 2162
D
Web site types
2177
Determining your Web site type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2178
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Glossary
2181
Index
2221
Installation and Maintenance Guide
xix
Standard 10.15
xx
Contact Center Manager Administration
Chapter 1
Getting started In this chapter New in this release
22
Overview
28
About Contact Center Manager Administration
31
How to use this guide
36
Skills you need
38
Related documents
39
How to get help
41
Installation and Maintenance Guide
21
Getting started
Standard 10.15
New in this release The following sections detail what is new in the Nortel Contact Center Manager Administration Installation and Maintenance Guide (297-2183-926) for release 10.15.
“Features” on page 22
“Other changes” on page 24
Features See the following sections for information about feature changes:
“License Manager Service” on page 22
“Scheduled backups” on page 22
“Replicating server” on page 23
“Windows Server 2003 Release 2” on page 23
“Internet Explorer 7.0” on page 23
“Microsoft SOAP toolkit 3.0” on page 23
“Contact Center Manager Administration SU04” on page 24
“Windows Server 2003 Service Pack 2” on page 24
License Manager Service The License Manager Service is a new feature on Contact Center Manager Administration server. License Manager Service affects the following sections:
“Configure License Manager Service” on page 156
“SU02 or SUS0201 installation fails” on page 1807
Scheduled backups You can now schedule backups using the Nortel Backup and Restore utility The scheduled backups feature affects the following section:
22
“Back up the Nortel data files on the source server” on page 1273
Contact Center Manager Administration
December 2007
Getting started
Replicating server The replicating server affects the following sections:
“Install primary and replicating CCMA servers” on page 53
“How to install and configure the replicating server (optional)” on page 377
Windows Server 2003 Release 2 Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Windows Server 2003 Release 2 affects the following section:
“Prerequisites” on page 46
Internet Explorer 7.0 Internet Explorer 7.0 is supported in Contact Center Manager Administration. Internet Explorer 7.0 affects the following sections:
“Configure Internet Explorer” on page 267
“Configure Internet Explorer” on page 571
“To configure Internet Explorer 6.0 or later on the client PC” on page 681
“Configuring Internet Explorer” on page 1772
“The browser is preventing ActiveX controls from installing” on page 1875
Microsoft SOAP toolkit 3.0 The Microsoft Simple Object Access Protocol (SOAP) toolkit 3.0 is not required for SU04 or later. If you install a version earlier than SU04, the Microsoft SOAP toolkit 3.0 continues to be required. The Microsoft SOAP toolkit 3.0 affects the following sections:
“Installing Contact Center Manager Administration on the primary server” on page 105
“Third-party software and controls” on page 260
Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284
Step 3 of “Logging on to the Contact Center Manager Administration server for the first time and changing the default password” on page 297 “Controls that are downloaded to the client PC” on page 304
Installation and Maintenance Guide
23
Getting started
Standard 10.15
“Installing Simple Object Access Protocol on the Agent Desktop Display client PC (Contact Center Manager Administration server has Windows Server 2003)” on page 327
Contact Center Manager Administration SU04 If you install SU04, there are additional postinstall tasks that you must configure. Contact Center Manager Administration SU04 affects the following sections:
Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 150 Step 18. “Add the IUSR_SWC account as the anonymous user account” on page 831 Step 21. “Add the IUSR_SWC account as the anonymous user account” on page 1087 “Contact Center Manager Administration SU04 server postinstall tasks” on page 1609
Windows Server 2003 Service Pack 2 Windows Server 2003 Service Pack 2 is supported with Contact Center Manager Administration 6.0 SU04. Windows Server 2003 Service Pack 2 affects the following sections:
“CCMA server preinstallation requirements” on page 49
“Uninstalling Active Directory Application Mode” on page 1527
“Supported upgrade paths in Release 6.0” on page 594
“Windows Server 2003 installation checklist” on page 1294
Other changes See the following sections for information about changes that are not featurerelated.
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“Replication” on page 25
“Configuring Real-Time Reporting properties” on page 25
“Back up and restore” on page 25
“Internet Explorer” on page 26 Contact Center Manager Administration
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“Computer names and IP addresses” on page 26
“IceAdmin Password Change Utility” on page 26
“Service Updates, Service Update Supplements, Designer Patches” on page 26 “Automatic Private IP Addressing” on page 26 “Symposium Web Client 4.5 migration – configuring DNS on the source server” on page 26. “ADAM replication” on page 27
Replication Replication is possible only when both the primary and replicating servers are in a domain. For more information, see “Best practices for Contact Center Manager Administration resiliency” on page 1624. The procedures to stop and start ADAM replication have additions. For more information, see “How to stop and start Active Directory Application Mode replication” on page 1636. Configuring Real-Time Reporting properties When you configure the Real-Time Reporting properties, the IP Send Address on a Contact Center Manager Administration server cannot be the same as the IP Send Address of any other Contact Center Manager Administration servers in the network. For more information see, “Configuring Real-Time Reporting” on page 167. Back up and restore The following additional features are available in the Backup and Restore utility:
You can back up to a tape drive.
You can back up files to another server in the same domain.
For more information, see “Option 1: Backing up data using the Nortel Backup and Restore utility” on page 1274. You cannot back up ADAM files by manually copying the files. For more information see, Step 6. “Back up Symposium Web Client data files” on page 779. Installation and Maintenance Guide
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Getting started
Standard 10.15
Internet Explorer When you configure Internet Explorer, you must ensure that encoding settings are Western European. For more information, see “Ensuring display settings are configured for Western European (ISO)” on page 277. Computer names and IP addresses The following new appendix contains information about changing computer names and IP addresses: Appendix B, “Change the names or IP addresses of servers.” IceAdmin Password Change Utility The IceAdmin Password Change Utility supports domain accounts. For more information, see “Changing the password using the iceAdmin Password Change Utility” on page 1731. You must reset the iceAdmin password after you change the Contact Center Manager Administration server computer name. For information, see “Change the Contact Center Manager Administration server name” on page 2092. Service Updates, Service Update Supplements, Designer Patches You can install Service Updates, Service Update Supplements, and Designer Patches on top of your installed language pack. For more information, see “Language packs” on page 1595. Automatic Private IP Addressing Windows 2000 and 2003 operating systems have an Automatic Private IP Addressing (APIPA) feature that is automatically disabled in Contact Center Manager Administration 6.0 SUS0202 and up. It is possible that installing Microsoft service packs or hot fixes will overwrite this setting. For more information, see “Performance issues occur when you install Microsoft SPs or Hot Fixes” on page 1881. Symposium Web Client 4.5 migration – configuring DNS on the source server When you configure the DNS on the source server, you must also configure the DNS for forwarding. For more information, see Step 7. “Ensure DNS is correctly configured on the source server” on page 622.
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Contact Center Manager Administration
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Getting started
ADAM replication To enable ADAM replication, you must: 1.
Install Contact Center Manager Administration without replication on a primary server.
2.
Add the primary server to a domain.
3.
On the secondary server, log onto the domain.
4.
Install Contact Center Manager Administration with replication on a secondary server and point the ADAM instance on the secondary server to the ADAM instance on the primary server.
For more information, see “How to set up ADAM replication” on page 1633.
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Getting started
Standard 10.15
Overview This guide provides information and procedures to help you complete the following tasks:
install and configure the Contact Center Manager Administration software, client PCs, and agent workstations on the primary server install and configure the Contact Center Manager Administration software on a replicating server migrate Classic Client data migrate Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 upgrade the server software from Symposium Web Client 4.5 SUS0601 v1 to Contact Center Manager Administration 6.0 on the same server upgrade the server software from Symposium Web Client 4.5 SUS0601 v1 to Contact Center Manager Administration 6.0 on a new server
migrate Contact Center Manager Administration to a new server
uninstall the server and client software
reinstall the server and client software
install and uninstall Service Update packs
manage security on the server
back up and restore data
troubleshoot server problems
Who should read this guide This guide is intended for:
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Nortel installers and distributors who are responsible for installing and configuring Contact Center Manager Administration administrators who are responsible for monitoring and maintaining the Contact Center Manager Administration server.
Contact Center Manager Administration
December 2007
Getting started
Before you begin This guide provides step-by-step instructions for the procedures you must perform to complete the installation and administration of the Contact Center Manager Administration software. You must read and complete the tasks in the following guides before proceeding with the tasks in this guide. Each of these guides contains important information that you need before you install Contact Center Manager Administration: Name of Guide
Description of contents
Contact Center Planning and Engineering Guide
Information about:
the data network components of Contact Center 6.0 compatibility considerations between versions of various network components
Contact Center Installer’s Roadmap (see www.nortel.com/ pic)
Required installation and server data
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
Information about:
Installation and Maintenance Guide
the requirements for a Contact Center Manager Administration server platform configuring the Windows Server 2003 Enterprise or Standard Edition operating system
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Getting started
Standard 10.15
Access rights This guide assumes that you have the administrator privileges and access rights required to perform the procedures in this guide. ATTENTION
When you install Contact Center Manager Administration, the setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
Licensing requirements Key codes are replaced with License Manager.
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Contact Center Manager Administration
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Getting started
About Contact Center Manager Administration Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to configure and contact center resources, call flows, components, activities. You can also use Contact Center Manager Administration to define access levels to data and provide dynamic reporting to fit your enterprise business needs.
Contact Center Manager Administration components Contact Center Manager Administration is comprised of the following components:
Contact Center Management
Access and Partition Management
Configuration
Scripting
Real-Time Reporting
Historical Reporting
Report Creation Wizard
Outbound
Emergency Help
Audit Trail
Agent Desktop Display
Contact Center Management Use Contact Center Management to add, edit, view, or delete:
users (agents, supervisors, or supervisor/agents) on a server in Contact Center Manager Server
agent to supervisor assignments
agent to skillset assignments
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Getting started
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Access and Partition Management Use Access and Partition Management to add, edit, view, or delete:
users
partitions
access classes
report groups for Historical Reporting
In Access and Partition Management, administrators can grant and restrict access to Contact Center Manager Administration components and data by defining users and access classes. Configuration Use the Configuration component to configure and administer Contact Center Manager Server. You can use the CS1000 (M1) Data Extraction Tool to extract configuration data from the CS1000 PBX switch, and then upload that data to the Contact Center Manager Server by using Contact Center Manager Administration Configuration spreadsheets. For more information, see the Contact Center Manager Administrator's Guide. Note that the CS 1000 Data Extraction Tool is intended for use with the CS 1000 PBX switch only; it does not support the CS 1000 Internet Enabled switch. If you are on-site configuring a customer contact center, you can upload your Contact Center Manager Configuration Tool spreadsheets by using the Configuration component of the customer Contact Center Manager Administration application. Scripting The Contact Center Manager Server uses scripts to route calls. With the Scripting component, you can create and modify call routing instructions for your contact center using the following components:
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a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
Contact Center Manager Administration
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Getting started
You can also apply thresholds to your applications, and edit application threshold classes using the Scripting component. The Scripting component also includes a validation tool that checks your scripts for errors before they run. Real-Time Reporting Use the Real-Time Reporting component to view call activity information. Realtime displays are available for both single node and multinode sites. The following standard Real-Time Reporting displays are preconfigured in Contact Center Manager Administration:
six standard real-time displays for a single-node Contact Center Manager Server site three standard real-time displays for multinode (or networked) Contact Center Manager Server sites
Historical Reporting Use Historical Reporting to obtain standard reports about the past performance of the contact center, contact center configuration data, and Access and Partition Management configuration data of the Contact Center Manager Administration server. You can generate many different types historical reports:
Standard reports—For example: agent properties and CDN properties summarized historical reports for a specific interval of time detailed reports for specific events that occur in the contact center Report Creation Wizard reports imported from the Report Creation Wizard component User defined reports created from standard reports to run as ad hoc and scheduled reports User created reports (created using Crystal Reports) imported to Contact Center Manager Administration Access and Partition Management configuration reports for the Contact Center Manager Administration server, such as access classes, report groups, users, and user defined partition reports
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Getting started
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Report Creation Wizard Report Creation Wizard is a reporting feature that you can access through the main Historical Reporting interface. You can use the wizard to create, maintain, and modify customized ad hoc reports through a user-friendly interface. After you create reports by using Report Creation Wizard, you can work with the reports in the Historical Reporting component, and use the same access permissions, partitions, and filters features that you can with any other report. You can also use the Historical Reporting interface to schedule reports that you create with the Report Creation Wizard. Emergency Help The Emergency Help feature is a notification panel on the browser whereby supervisors are alerted when an agent presses the Emergency key on their phoneset. Agents press the Emergency key when they require assistance from the supervisor (for example, if a caller is abusive). The Emergency Help panel displays information about the agent, including the agent name and location, and displays the time when the Emergency key was pressed. Audit Trail Audit Trail records the actions performed in Contact Center Management, Access and Partition Management, Historical Reporting, Scripting, and Configuration. The Audit Trail also identifies the user ID of the person who made the changes. Agent Desktop Display Agent Desktop Display provides real-time skillset monitoring to agents. You can configure Agent Desktop Display to inform agents of the number of calls in queue, the average call wait time, and so on. Agent Desktop Display is a by-product of Contact Center Manager Administration installed on the agent workstation. It is not launched or installed from the Contact Center Manager Administration server.
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Contact Center Manager Administration
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Getting started
Outbound Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. You can use this tool to define campaign parameters, import and review call data, create agent call scripts, and monitor campaign results. The Agent Desktop interface for Outbound runs on the agent desktop during campaigns. This interface presents outbound contacts to agents, provides agents with preview dial capability, displays agent call scripts (if configured), and saves disposition codes and script results.
Installation and Maintenance Guide
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Getting started
Standard 10.15
How to use this guide This guide covers topics such as installing all components of Contact Center Manager Administration, upgrading the server software, backing up and restoring data, and maintaining the server. Before you complete the tasks in this guide, ensure that your hardware and software meet the requirements for Contact Center Manager 6.0. You must also install and configure Windows Server 2003. Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
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
Windows Share Point Services
ATTENTION
If you perform an installation of Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components listed above, your Contact Center Manager Administration installation will fail. For more information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Information about hardware and software requirements and Windows Server 2003 installation procedures and requirements are detailed in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Contact Center Manager Administration
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Getting started
This guide includes a detailed table of contents and an index to help you find specific information or procedures related to server installation and maintenance. The section “Where to start in this guide” on page 37 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 describes where to start for common procedures. If you want to
Start here
Install Contact Center Manager Chapter 3, “Install the software on the primary Administration on the primary server server” Install Contact Center Manager Administration on the replicating server
Chapter 6, “How to install and configure the replicating server (optional)”
Migrate Symposium Web Client 4.5 Chapter 8, “Migrating SWC 4.5 platform from platform from Windows 2000 to Windows 2000 to Windows 2003” Windows 2003 Upgrade from Release 4.5 to Release Chapter 9, “Upgrading from SWC 4.5 (Windows 6.0 on the same server 2003) to CCMA 6.0 on same server” Upgrade from Release 4.5 to Release Chapter 10, “Upgrading from SWC 4.5 (Windows 6.0 on a different server 2003) to CCMA 6.0 on a new server” Migrate Contact Center Manager Administration to a new server
Chapter 11, “Migrating CCMA 6.0 to a new server”
Back up your server database
Chapter 14, “Resiliency (backup, restore, and disaster recovery)”
Recover your server
Chapter 14, “Resiliency (backup, restore, and disaster recovery)” This chapter provides several options for recovering your server when you encounter problems.
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Getting started
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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:
Client/server architecture
LAN/WAN networking
network security and management
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Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting
Contact Center Manager Administration
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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 Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-903
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
297-2183-935
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
297-2183-212
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server
297-2183-944
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Installation and Maintenance Guide
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Getting started
Standard 10.15
For information about Refer to
NTP number
Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Administering contact centers
Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Contact Center Manager Supervisor’s 297-2183-928 Guide Contact Center Historical Reporting and Data Dictionary
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297-2183-914
Contact Center Manager Administration
December 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Chapter 18, “Troubleshooting.”
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/documentation
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases
Installation and Maintenance Guide
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Getting started
Standard 10.15
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: www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: 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.
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Contact Center Manager Administration
part 1 Installing the Contact Center Manager Administration software
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Contact Center Manager Administration
Chapter 2
Installation overview In this chapter Prerequisites
46
CCMA server preinstallation requirements
49
Install Crystal Reports with CCMA (optional)
51
Install primary and replicating CCMA servers
53
What you need
56
Before you begin
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Installation and Maintenance Guide
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Prerequisites This guide is for planners, administrators, technicians, and engineers responsible for installing and maintaining the server. It assumes that the reader has basic computing skills, is familiar with necessary safety procedures, and has the hardware documentation provided by the manufacturer available as a reference. Use the following checklist to make sure you have the prerequisites to install Contact Center Manager Administration. Prerequisites
Guidelines
Required skills
Before installing the hardware and software for Contact Center Manager Administration, make sure that you have the prerequisite skills. For more information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Required hardware
Make sure you have the required hardware and materials before starting the installation. To ensure you have the required equipment and materials for a successful installation, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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✔
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Installation overview
Prerequisites
Guidelines
Windows server 2003
You must install and configure Windows Server 2003 in the Contact Center Manager Administration server before proceeding with the installation of Contact Center Manager Administration.
✔
Attention: Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. If you install Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components installed, your Contact Center Manager Administration installation will fail. For detailed procedures and information about installing Windows Server 2003, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Contact Center Manager Server
You must install and configure your Contact Center Manager Server before you install the Contact Center Manager Administration server software. For information about installing and configuring the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
Virtual Private Network (VPN) or modem
For the purpose of remote technical support, Nortel recommends that there is a VPN connection using a Nortel VPN router connected to the Nortel server subnet, or a modem connection to each of the servers.
Understanding of the components in Contact Center Manager Administration
Make sure you understand the required software components and server configuration before proceeding with your installation. For more information, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.
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Installation overview
Standard 10.15
✔
Prerequisites
Guidelines
Required Installation Information
Ensure that you complete the Required Installation Information checklist that is available in the Nortel Contact Center 6.0 Installer’s Roadmap. This checklist contains important information that you need when performing the installation.
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Contact Center Manager Administration
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CCMA server preinstallation requirements The following table provides an overview of the preinstallation requirements for the Contact Center Manager Administration server. Component
Operating system
Configuration requirement
Windows Server 2003 Enterprise or Standard Edition with the latest supported service pack. For information about the latest service pack for Windows Server 2003 validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. Windows Server 2003 Service Pack 2 is supported only with Contact Center Manager Administration 6.0 SU04 or later. Contact Center Manager Administration is supported on Windows Server 2003, Release 2; however, Nortel does not support the new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. If you install Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components, your Contact Center Manager Administration installation will fail. For further details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) and ASP.NET
Windows components
Third-party software
Sybase Open Client version 12.5
Crystal Enterprise 10 Embedded
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Installation overview
Standard 10.15
Component
Configuration requirement
Patches and Hotfixes
At the time of publication, the following hot fixes are required:
Remote Support Access Tool
Crystal 10 Common Hotfix
Crystal Reports 10 Hotfix
EBF Patch for Sybase
pcAnywhere 11.5 (recommended) OR Microsoft Remote Desktop Connection
For information about installing the operating system, Windows components, and the Microsoft hotfixes, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For information about installing third-party software and your remote support access tool, see the procedures and steps in this chapter.
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Contact Center Manager Administration
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Install Crystal Reports with CCMA (optional) With Contact Center Manager Administration 6.0, two report writing software options are available. 1.
You can use the new Report Creation Wizard feature that is installed with Contact Center Manager Administration. Use the Report Creation Wizard to create, maintain and modify customized ad hoc reports through a userfriendly interface. To use Report Creation Wizard, you must install Crystal Enterprise 10 Embedded on the Contact Center Manager Administration server prior to installing Contact Center Manager Administration. The install.msi file for Crystal Enterprise 10 Embedded is included in the Contact Center Manager Installation DVD. For information about installing Crystal Enterprise 10 Embedded, see Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95.
2.
Alternatively, you can purchase and install Crystal Reports 10.0 (Professional or Developer) to use and create reports. Crystal Reports 10.0 is not packaged with Contact Center Manager Administration.
Installation tips for Crystal Reports 10.0 If you purchase and install Crystal Reports 10.0, note the following tips and recommendations for installation:
The license key used to install Crystal Reports 10.0 must be the same the license key used to install the Report Designer Component (RDC) merge modules. You cannot install Crystal Reports on a co-resident server that contains both Contact Center Manager Administration and Contact Center Manager Server.
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Installation overview
Standard 10.15
Installing Crystal Reports on the Contact Center Manager Administration server For performance purposes, and to avoid co-residency problems, Nortel recommends that you install Crystal Reports on a PC other than the Contact Center Manager Administration server. However, if you must install Crystal Reports on the Contact Center Manager Administration server, note the following recommendations:
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Previous versions of Crystal Reports—You can install Crystal Reports 10.0 regardless of whether you have a previous version of Crystal Reports installed on the server. If there is previous version of Crystal Reports, Nortel recommends that you remove it before you install Crystal Reports 10.0. Uninstalling Contact Center Manager Administration—After you install Crystal Reports 10.0 and Contact Center Manager Administration on the Contact Center Manager Administration server, if you uninstall Contact Center Manager Administration, your Crystal Reports installation is corrupted because some of its components are also removed. In this case, you must repair or reinstall Crystal Reports 10.0. Uninstalling Crystal Reports 10.0—After you install Crystal Reports 10.0 and Contact Center Manager Administration on the Contact Center Manager Administration server, if you need to uninstall Crystal Reports, it rarely impacts the Historical Reporting component. However, if you notice any problems, you must repair the Historical Reporting component by installing the Crystal Reports 10.0 merge modules from the Contact Center Manager Administration DVD. To do so, in the root directory of the DVD, locate and double-click the file CRTemplates.msi. A Windows Installer package automatically installs the modules.
Contact Center Manager Administration
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Installation overview
Install primary and replicating CCMA servers When you install Contact Center Manager Administration, you can replicate Active Directory Application Mode (ADAM) files from a primary Contact Center Manager Administration server. ADAM is a Microsoft information storage framework. Contact Center Manager Administration stores many of its data files in ADAM. Replication provides additional resiliency of the Contact Center Manager Administration data by which you can automatically copy files created in the primary server to a replicating server. In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access to data files from the primary server. With replication, Contact Center Manager Administration users can immediately point their browser to the replicating Contact Center Manager Administration server and maintain a level of productivity with minimal interruption. It is important to understand that installing a replicating server is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you install a replicating server for the following reasons:
You cannot replicate all Contact Center Manager Administration data files. You cannot use replication to roll back data to a specific point in time, which you may require.
For more information about replication and developing a resiliency strategy for your Contact Center Manager Administration network, see Chapter 14, “Resiliency (backup, restore, and disaster recovery).”
Installing the primary Contact Center Manager Administration server Every Contact Center 6.0 network must have a primary Contact Center Manager Administration server installed on the network.
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Installation overview
Standard 10.15
If you install the primary Contact Center Manager Administration server, follow the procedures in Chapter 3, “Install the software on the primary server” and select No when the system asks you whether you want to enable replication. After you install the primary Contact Center Manager Administration server, you can install replicating servers that you subsequently add to primary Contact Center Manager Administration servers in your network. You can also perform this procedure to install a primary server to install subsequent instances of Contact Center Manager Administration but choose not to replicate it. Before you install the primary Contact Center Manager Administration server, you must know the security context in which you create this Contact Center Manager Administration instance. For example, you must know if it is a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or if it is within a workgroup, and so on. For more information, see “Active Directory Application Mode and service accounts” on page 1634, or consult the Microsoft documentation.
Installing replicating Contact Center Manager Administration servers To install a replicating server, you must first install a primary Contact Center Manager Administration server without replication by following the procedures in Chapter 3, “Install the software on the primary server.” After you install the primary Contact Center Manager Administration server, you can install a replicating server. If you install a replicating server, follow the procedures in Chapter 6, “How to install and configure the replicating server (optional)” and select Yes at the prompt during the installation to enable the new instance to join and replicate with the primary Contact Center Manager Administration instance in your network. You can replicate only existing Contact Center Manager Administration servers that are correctly installed. Before you install a replicating Contact Center Manager Administration server, you must know the following:
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the name of your domain controller the name of the primary Contact Center Manager Administration server that you want to replicate
Contact Center Manager Administration
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Installation overview
the port number the ADAM instance uses on this remote computer to communicate the security context in which you install the replicating Contact Center Manager Administration server and the type of service account chosen for the primary Contact Center Manager Administration server. For example, are you installing a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, and so on. For more information about this, see “Active Directory Application Mode and service accounts” on page 1634, or consult the Microsoft documentation.
In addition, there must be a domain user created on the domain controller that is a member of the Administrators group and the Replicator group, and you must know the username and password for this user.
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Installation overview
Standard 10.15
What you need The following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0. ✔
Qty
Description
1
Contact Center Manager installation DVD
1
Windows Server 2003 Installation CD
Use the Contact Center Manager installation DVD to install one or all of the following:
Contact Center Manager Administration software
Sybase Open Client version 12.5
Crystal Enterprise 10 Embedded
required hotfixes
Timing The following installation times provide guidance on the time required for software installation:
1
Task
Time
Preinstallation (including operating system installation/ configuration)
2 hours
For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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2
Installing the server software
30 minutes
3
Postinstallation
1 hour
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Installation overview
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:
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
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Installation overview
Standard 10.15
Before you begin Before you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Nortel Contact Center 6.0 Installer’s Roadmap and contains important information that you need when performing the installation. Administrator accounts and installation It is important to take note of the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must ensure that you always use the same Administrator account to install or uninstall Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you attempt to install or uninstall Contact Center Manager Administration, future Service Updates, Service Update Supplements, or designer fixes and patches using a different Administrator account, the installation or uninstallation fails. Default Web sites and virtual directories Before you install Contact Center Manager Administration, decide if you will install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, or if you will install it as a virtual directory on an existing Web site. Nortel recommends that you install Contact Center Manager Administration as the default Web site, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration. If you require more information, see “Web sites and virtual directories” on page 2178 to determine the type of Web site that best suits your company needs.
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Installation overview
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Install the software on the primary server In this chapter Overview
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Section A: Prepare the primary server for the installation
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Section B: Install the server software on the primary server
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Section C: Postinstallation on the primary CCMA server
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Overview This chapter describes how to install and configure the Contact Center Manager Administration server prior to installing the Contact Center Manager Administration software. These preinstallation tasks are necessary to ensure correct installation of the Contact Center Manager Administration software on the Contact Center Manager Administration server. The procedures in this section outline the preinstallation steps to install Contact Center Manager Administration 6.0 for the first time. To reinstall Contact Center Manager Administration or to upgrade from an earlier version of Symposium Web Client, there are a different series of steps that you must follow. For information, see Chapter 7, “Upgrading overview.” This chapter is divided into the following three sections:
Section A: “Prepare the primary server for the installation,” on page 65
Section B: “Install the server software on the primary server,” on page 103
Section C: “Postinstallation on the primary CCMA server,” on page 127
This chapter does not include the steps to install and configure Windows Server 2003 Enterprise or Standard Edition on the Contact Center Manager Administration server. Nortel recommends that you read the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide to obtain important information about the configuration requirements on the Contact Center Manager Administration server before proceeding with the tasks in this chapter. Nortel also recommends that you consult the Contact Center Planning and Engineering Guide and the Contact Center Installer’s Roadmap before you complete the procedures in this guide.
Timing The following installation times provide guidance on the time required for software installation.
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Preinstallation (including operating system installation/configuration): 2 hours. For details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
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:
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
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Section A: Prepare the primary server for the installation
In this section Step 1. Read relevant documentation for performing a new installation
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Step 2. Install your remote support access tool
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Step 3. Install Sybase Open Client version 12.5
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Step 4. Install the Crystal Enterprise 10 Embedded software
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Step 1. Read relevant documentation for performing a new installation Before you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Contact Center Installer’s Roadmap and contains important information that you need when performing the installation. Before performing an installation, check for any Installation Addenda or updated customer documentation on the Nortel Web site at www.nortel.com, or the Partner Information Center Web site at www.nortel.com/pic.
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Step 2. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on page 69. If a previous version of pcAnywhere is installed on the Contact Center Manager Administration server, consult the Symantec Web site (www.symantec.com) to find out whether you must uninstall this version before installing pcAnywhere 11.5. Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection for Administration as the remote support tool for all PCs in their network. For information about enabling Microsoft Remote Desktop Connection for Administration, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 82. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection for Administration) on the Contact Center Manager Administration server, not both.
Remote Access Services Remote Access Services (RAS) are supported in the following install configurations: Install configuration
RAS is supported
CCMA (stand-alone)
Yes
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Install configuration
RAS is supported
CCMS (stand-alone)
Yes
CCT (stand-alone)
No
CCMA and CCMS (co-resident)
Yes
CCMA, CCMS, and CCT (coresident)
No
RAS and co-residency If you install Contact Center Manager Server on a co-resident server, RAS is not enabled. Nortel recommends that you configure a Virtual Private Network (VPN) connection for the co-resident server. Connecting to the server through pcAnywhere over a VPN connection is supported on co-resident servers with all three applications installed—Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. If Communication Control Toolkit is included in the co-resident installation, in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server through a modem, problems occur due to a potential conflict when a modem driver coexists with Communication Control Toolkit drivers on the same server. One licensed copy of pcAnywhere version 11.5 Host Only is provided on the Contact Center Manager installation DVD. You can use this software license to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Installing pcAnywhere 11.5 Host Only The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. To install Contact Center Manager Administration on a stand-alone server, you must complete this procedure. To install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server only, you need not complete the procedures in this section as pcAnywhere is installed when you install Contact Center Manager Server. If you upgrade from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.5. CAUTION Risk of system failure .
Before you install pcAnywhere version 11.5, consult the driver manufacturer Web sites for available updates to ensure that the video drivers on the Contact Center Manager Administration server PC are current. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, see the pcAnywhere Web site at www.symantec.com.
1
Log on to the Contact Center Manager Administration server as Administrator.
2
Insert the pcAnywhere version 11.5 CD into the server.
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If autorun starts and you click Install, or if you double-click the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
3
Click Add or Remove Programs to open the Add or Remove Programs window.
4
Click Add New Programs.
5
Click CD or Floppy.
6
Click Next. Result: The program finds the setup.exe file on the CD.
7
Click Finish. Result: The pcAnywhere 11.5 launchpad appears.
8
Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
9
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
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Enter your username and company details, and then click Next. Result: The Destination Folder window appears.
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Accept the default location to install the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
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Accept the defaults in this window, and then click Next. Nortel recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the software. After the program installs, the LiveUpdate window appears.
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Click Next. Result: The program installs any updates.
16
Click Finish. Result: A prompt appears asking you to register pcAnywhere.
17
Click Skip. Result: A prompt appears asking you to confirm your choice.
18
Click Yes.
19
Click Finish when the installation is complete.
Configuring the Active Desktop settings To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server. 1
Right-click anywhere on the server desktop.
2
On the menu, select Active Desktop. Result: Another menu appears.
3
On this menu, ensure that Show Web Content is not selected.
Starting pcAnywhere 11.5 or later for the first time 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere.
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If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked 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 then 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 PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, you can use the installation of pcAnywhere that was completed through the Contact Center Manager Server installation. In this case, you need not follow the instructions in this section. 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.
To change the Windows access rights for pcAnywhere files To change the Windows access rights for pcAnywhere files, you must browse to a hidden directory. Viewing hidden directories
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Open My Computer.
2
Choose Tools > Folder Options. Contact Center Manager Administration
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3
Click the View tab.
4
Scroll down until you see Show Hidden Files and Folders, and select this option.
5
Click OK.
Changing the Windows access rights for pcAnywhere files 1
Exit pcAnywhere.
2
In Windows Explorer, navigate to the following folder: C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere where C is the drive on which pcAnywhere is installed.
3
Right-click the pcAnywhere folder icon. Result: A menu appears.
4
From the menu, click Properties. Result: The pcAnywhere Properties dialog box appears.
5
Click the Security tab.
6
In the Name box, select Administrators.
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To grant administrators full access to the pcAnywhere folder, ensure that the Allow check box is selected for Full Control.
8
Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host If you use a modem connection with pcAnywhere, you must configure the modem before you perform this procedure. 1
Log on to the server as Administrator.
2
Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option.
4
Select File > New > Item > Use Wizard. Result: The Host Setup Wizard dialog box appears.
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5
From the Connection type for this host list, select your modem (if you use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6
From the Optimized for list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard dialog box appears.
8
Ensure that Launch with Windows and Run minimized check boxes are selected, and leave all other default settings, as shown in the figure.
9
Click Next. Result: The following Wizard dialog box appears.
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Accept the default values in this window, and then click Next. Result: The following Wizard dialog box appears.
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Click Add. Result: The Identification dialog box appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
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In the Password box, type the password for the caller account. Tip: If you type NGenDist for the logon name, you can use the same NGenDist password that is used in Contact Center Manager Server, or you can use a password of your choice.
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In the Confirm password box, type the same password again. Contact Center Manager Administration
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15
Click OK.
16
Click Finish to close the wizard. Result: The Hosts window reappears with the new account selected.
17
In the Selected account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties. Result: The Host Properties: dialog box appears.
19
Click the Callers tab. Result: The Callers page appears.
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In the Caller list, select the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties dialog box appears.
21
Click the Privileges tab.
22
Select the Superuser option button.
23
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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Click the Security Options tab. Result: The Security Options page appears.
25
In the Session options section, from the Keyboard/mouse active during session list, select Host and Remote.
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In the Login options section, select Limit time to complete login check box and set the Timeout to 3.
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Select the Limit login attempts per call check box and set the Maximum to 3.
28
Select the Encryption tab. Result: The Encryption page appears.
29
In the Settings section, from the Level list, select None.
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Select the Conference tab. Result: The Conference page appears.
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Select the Enable conferencing check box.
32
Select the Obtain IP address automatically option.
33
Click Apply to save your settings.
34
To assign a password to control who can modify the Network icon settings, complete the following steps; otherwise proceed to step 35. a. Select the Protect Item tab. Result: The Protect Item page appears. b. In the Password box, type a password.
ATTENTION
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If you select the Required to modify properties check box on the Protect Item page, you must enter the password each time you change a setting. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings. Contact Center Manager Administration
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Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
36
Optionally, repeat steps 4 to 35 to create another caller account of your choice (for example, NGenDesign). Tip: If you type NGenDesign for the logon name of the second caller account, you can use the same NGenDesign password that is used in Contact Center Manager Server, or you can use a password of your choice.
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Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later 1
Log on to Windows as Administrator.
2
From the Start menu, select All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support access tool If you install pcAnywhere 11.5 on your server, you need not 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. For details, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 82. Remote Network Connection Configuration Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center Manager Administration server (that is, a direct modem connection is not supported). To establish a TCP/IP network connection, you can use one of the following:
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Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection using a Remote Access Support (RAS) server
Enabling Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must log on to the system with administrator privileges. 1
On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Click the Remote tab.
3
On the Remote page, select Enable Remote Desktop on this computer.
4
Click OK.
For information about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com.
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Step 3. Install Sybase Open Client version 12.5 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this step. Likewise, you need not verify the version of Sybase that is installed or update the Sybase 12.5 Open Database Connectivity (ODBC) driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. If you install Contact Center Manager Administration on a stand-alone server, you must install Sybase Open Client version 12.5 and update the Sybase 12.5 ODBC driver to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the Contact Center Manager Administration server. If Sybase version 12.0 is installed on the Contact Center Manager Administration server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If a version of Sybase earlier than 12.0 is installed on the Contact Center Manager Administration server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For information, see “Updating the Sybase ODBC driver” on page 91.
Verifying the Sybase Open Client version If Sybase Open Client is currently installed on the server, perform the following procedure to verify the software version before upgrading to Sybase Open Client 12.5.
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Standard 10.15
On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Select the Advanced tab. Result: The Advanced page appears.
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Click Environment Variables. Result: The Environment Variables dialog box appears.
4
In the System variables box, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, the list appears as SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, the list appears as SYBASE_OCS: OCS_12_5.
5
If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client version 12.5 is installed and you can skip to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. OR If you do not see a Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0, you must install Sybase Open Client version 12.5 by following the procedure “Installing Sybase Open Client version 12.5 or upgrade from version 12.0” on page 86.
Contact Center Manager Administration functions with Sybase Open Client 12.5 only. If a later version of Sybase is installed on the Contact Center Manager Administration server, you must uninstall it before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 1531.
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Installing Sybase Open Client version 12.5 or upgrade from version 12.0 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this procedure. Likewise, you need not upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. 1
Insert the Contact Center Manager installation DVD into the DVD-ROM drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the folder Sybase, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Sybase folder, double-click the file setup.exe. Result: The Sybase Installation Type dialog box appears.
5
Click Standard Install, and then click Next. Result: The Choose Directory dialog box appears.
6
If you install the software for the first time, type a location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E in a folder called Sybase, type E:\Sybase. If you do not
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know this location, type a new location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
7
When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears and displays the components that the system will install.
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Click Next. Result: The Create Directory dialog box appears and prompts you to confirm the name of the directory to which the files are copied.
9
Click Yes. Result: The Installing dialog box appears and displays a status bar while the system installs the program.
10
If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase.DLL files. Click Yes when prompted to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation. If you choose to replace the optional Power Dynamo file, replace version 3.0.0 with version 3.5.2. If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.
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if a window with the following message appears: “COMCTL32.DLL - The system does not need this update.”, click OK Result: When the installation is complete, the Sybase Installer Confirmation dialog box appears and prompts you to restart the system before configuring the installed components.
11
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information dialog box appears and confirms the Sybase installation. ATTENTION
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Do not remove the Contact Center Manager installation DVD from the DVD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
12
Click OK.
13
Close the Control Panel window. Continue with the following procedure, “Updating the Sybase ODBC driver.”
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Updating the Sybase ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. ATTENTION
If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, the Sybase ODBC driver is up-to-date and you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. Contact Center Manager Server uses the ODBC driver version 4.10.00.41. Nortel recommends that you do not install EBF11113 as part of the Contact Center Manager Administration installation because it overwrites the ODBC version that Contact Center Manager Server uses and can impact operation of Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager Administration server and you upgrade Contact Center Manager Administration from one build to the next build, you must update the Sybase Open Client 12.5 ODBC driver before you upgrade the Contact Center Manager Administration software. For further instructions, see the instructions.txt file, which is in the EBF11113 folder on the Contact Center Manager installation DVD. 1
On the Contact Center Manager Administration server, free up all active Sybase Open Client connections as follows: a. Close all Contact Center Manager Administration browser sessions. b. Stop any other third-party applications that are running on the Contact Center Manager Administration server and that use Sybase Open Client.
2
On the Contact Center Manager Administration server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type cmd. c. Click OK. d. At the prompt, type iisreset.
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e. Press Enter. Result: The following screen appears.
3
Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Contact Center Manager Administration DVD-ROM. For example, <x>: \CCMA (where <x> is the location of the DVD-ROM). b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT In this command, EBF11113 is the directory containing the Sybase ODBC driver; <SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown.
4
On the Contact Center Manager Administration server, verify that the system successfully updated the driver as follows: a. Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the Drivers page, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49.
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d. Click OK. If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to see if there were any error messages recorded during the xcopy command. Result: Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp
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EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For details, see Step 7. “Install required hot fixes for third-party software” on page 126.
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Step 4. Install the Crystal Enterprise 10 Embedded software To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You need not purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information dialog box appears.
7
In the Full Name box, type your name.
8
In the Organization box, type your company name.
9
In the Product Key Code boxes, type the key code.
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Click Next. Result: The Installation Type dialog box appears.
11
Select the Full option, and then click Next. Result: The Ready to Install the Application dialog box appears.
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Click Next. Result: The system installs the software and the following dialog box appears.
When the installation is complete, the Completed window appears.
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Click Finish.
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To install the Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For details, see Step 7. “Install required hot fixes for third-party software” on page 126. Installing the Crystal 10.0 Common Hotfix patch 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the Crystal 10.0 Common Hotfix folder in the CCMA folder of the Contact Center Manager installation DVD.
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In the Crystal 10.0 Common Hotfix folder, double-click setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
9
Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
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Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
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Click Yes. Result: The InstallShield Wizard Complete window appears.
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Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for thirdparty software” on page 126.
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What is next? Install the Contact Center Manager Administration software. For details, see Section B: “Install the server software on the primary server,” on page 103.
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Section B: Install the server software on the primary server
In this section Step 5. Install the product software
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Step 6. Apply the latest Service Update and Service Update Supplement 120 Step 7. Install required hot fixes for third-party software
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Step 5. Install the product software The procedures in this section outline how to install Contact Center Manager Administration for the first time. To reinstall Contact Center Manager Administration or upgrade from an earlier version of Symposium Web Client, see Chapter 7, “Upgrading overview.” Before you begin the procedures in this step you must complete the following tasks:
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Read the Contact Center Planning and Engineering Guide. This guide contains important information about the Contact Center 6.0 data network and how the components of the suite work together. Read and complete the procedures in the Contact Center Installer’s Roadmap. This guide contains important information about the information that you need to collect about your network system to complete the Contact Center Manager Administration installation. Read and complete the procedures in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. This guide contains important information about server software and hardware requirements, and includes procedures for installing and configuring Windows Server 2003 on the application server. Verify that Internet Information Services (IIS) is installed before you install Contact Center Manager Administration. To do this, click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, IIS was successfully installed. If IIS does not appear, you must ensure that it is correctly installed before you proceed with the Contact Center Manager Administration installation. For details about installing IIS, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.
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You must have administrator privileges in Windows Server 2003 to install Contact Center Manager Administration on the Contact Center Manager Administration server. ATTENTION
Take note of the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must always use the same Administrator account to install or uninstall Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you attempt to install or uninstall Contact Center Manager Administration, future Service Updates, Service Update Supplements, or designer fixes and patches using a different Administrator account, the installation or uninstallation fails.
Installing Contact Center Manager Administration on the primary server The following procedure outlines how to install Contact Center Manager Administration for the first time. To reinstall Contact Center Manager Administration, see “Scenarios for reinstalling Contact Center Manager Administration” on page 1513. 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, take note of the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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Insert the Contact Center Manager installation DVD in the DVD-ROM drive. Result: The Contact Center Manager DVD installer main menu appears.
3
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Select Contact Center Manager Administration from the components list.
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Click Install Result: The DVD Installer main menu disappears. The program checks that the required third-party software is installed on the server, and stops the installation if any of the minimum requirements are not met. If all requirements are met, the installation continues.The Contact Center Manager Administration Setup Wizard window appears.
5
Click Next. Result: The replication selection dialog box appears. In this window, you must choose whether you want to enable replication.
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Click No. Result: The Customer Information dialog box appears.
7
In the User Name and Organization boxes, type the appropriate information.
8
To set up access restrictions for this Contact Center Manager Administration installation, in the Install this application for section, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
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Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
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Click Next. Result: The Simple Object Access Protocol (SOAP) Configuration Parameters dialog box appears.
10
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), you must type this name. To view the fully qualified domain name of the server, ping
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the server computer name. The results of a successful ping include the fully qualified domain name.
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If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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Click Next. Result: If you perform an installation without replication, the Port Configuration for ADAM dialog box appears. If you perform an installation with replication enabled, the Web Site Type dialog box appears and you must proceed directly to the result in step 29.
Based on the server configuration, the default values in the Port Configuration for ADAM dialog box vary, as follows:
12
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting the default values in the Port Configuration for ADAM dialog box, check with your administrator to ensure that no other applications use these ports. If these ports are in use, ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type dialog box appears.
You can install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, or you can install it as a virtual directory on an existing Web site. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 14
To install Contact Center Manager Administration as the default Web site, Click Default and proceed to step 16. ATTENTION
For optimum performance, Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, click Existing, and then click Next. Result: The Virtual Directory Name dialog box appears with WClient as the default name. 112
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To change the name, type a new name. Do not use an underscore (_) in the virtual directory name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
16
Click Next. Result: The Destination Folder dialog box appears.
17
To change the folder location, click Change and select a different location. OR
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To accept the default folder location, click Next. Result: The Ready to Install the Program dialog box appears.
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Click Next. ATTENTION
If you installed no required third-party applications prior to installing Contact Center Manager Administration, installation ends. An error dialog box appears listing the missing software, and the setup wizard closes. You must install all required software before you can complete the Contact Center Manager Administration installation.
Result: The Installing Contact Center Manager Administration progress dialog box appears.
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the installation does not proceed, click Ignore. The installation proceeds.
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After the program installs the first series of files, the iceAdmin Password Change dialog box appears.
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In the New Password box, type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
20
In the Confirm Password box, type the password again. After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 21. “Change the iceAdmin user account password (optional)” on page 222. When you perform a new install, the Old Password box is unavailable. You are required to type the old password only if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstall the original software. 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.
21
If you do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 27. OR To export scheduled reports to a domain account, complete the following steps, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.
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From the Select Domain Name list, select the domain to add.
23
In the Enter Domain Account box, type the domain account.
24
In the Enter Domain Account Password box, type the domain account password. Obtain the domain account name and password from your network administrator. You must enter the correct domain account password. If the password is incorrect, the system does not proceed.
25
In the Confirm Domain Account Password box, retype the domain account password.
26
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Standard 10.15
Click OK. Result: The system ensures that you typed the same password both times, and registers the new password. After the system installs Active Directory Application Mode (ADAM), the Crystal Reports templates and Server Simple Object Access Protocol (SOAP) templates, the Welcome to the InstallShield Wizard for ServerSoapInstall dialog box appears.
If the window does not appear, the system automatically begins to install the SOAP files. The program searches for installed components, and then installs the required SOAP files.
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The Completing the Contact Center Manager Administration Setup Wizard window appears.
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Click Finish to exit the setup wizard. If you perform an installation with replication, this instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Result: The Contact Center Manager Administration Installer Information dialog box appears.
29
Click Yes to restart your computer.
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Step 6. Apply the latest Service Update and Service Update Supplement This step includes procedures to download and apply the latest Service Updates (SU) and Service Update Supplements (SUS) for Contact Center Manager Administration from www.nortel.com/espl. For more information about downloading and applying Service Updates, Service Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches.
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Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and Contact Center Manager Administration
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CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.” The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Service Updates contains all the fixes included in previously released Service Updates and Service Update Supplements. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A Designer Patch is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
Applying a Service Update or Service Update Supplement ATTENTION
When you install the latest Service Update, note the Administrator account with which you log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Installation and Maintenance Guide
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Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions at www.nortel.com/register.
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3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all of the Service Update Supplements that are associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install dialog box appears.
9
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 11.
10
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If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. When the system installs the patch, the completed window appears. 12
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
13
Repeat steps 6-12 to install other Service Update Supplements that correspond to the latest Service Update.
14
After you install all of the latest Service Updates and Service Update Supplements, close all windows and restart the server.
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Step 7. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall Contact Center Manager Administration software, SUs, SUSs, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,:\ Supplementary SU\ CCMA\ Hot Fixes on the Contact Center Manager installation DVD.
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix. Nortel also recommends that you go to www.nortel.com/espl to check for hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the SU or SUS that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
What is next? Configure the Contact Center Manager Administration software by following the postinstallation procedures. For details, see Section C: “Postinstallation on the primary CCMA server,” on page 127.
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Section C: Postinstallation on the primary CCMA server
In this section Overview
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Step 8. Add the server to an existing domain (optional)
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Step 9. Configure IIS settings for Report Creation Wizard
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Step 10. Check Internet Information Services settings
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Step 11. Add the IUSR_SWC account as the anonymous user account
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Step 12. Complete additional IUSR_SWC tasks for SU04 (optional)
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Step 13. Configure License Manager Service
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Step 14. Configure Logon warning message (optional)
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Step 15. Configure Real-Time Reporting
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Step 16. Configure Emergency Help
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Step 17. Configure SMTP and printers for Historical Reporting (optional)
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Step 18. Configure shared folders for Historical Reporting (optional)
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Step 19. Configure scripting
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Step 20. Configure Agent Desktop Display parameters on the server
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Step 21. Change the iceAdmin user account password (optional)
222
Step 22. Configure language support (other than English)
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Step 23. Install the XML Automated Assignments feature (optional)
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Step 24. Copy latest user guides to the CCMA server
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Step 25. Activate master scripts
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Step 26. Other postinstallation tasks
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Overview This section describes how to complete the following postinstallation tasks:
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Add the server to an existing domain Configure IIS to support the Contact Center Manager Administration software Add the IUSR_SWC account as the anonymous user account Configure the various components of Contact Center Manager Administration on the server Configure shared network folders for synchronizing reports Copy the latest user guides to the Contact Center Manager Administration server
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Step 8. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If your Contact Center Manager Administration server is already part of an existing domain or if you do not want to add your server to an existing domain, you can proceed to Step 9. “Configure IIS settings for Report Creation Wizard” on page 133. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some specific scenarios that require you to add the Contact Center Manager Administration server to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For detailed information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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2
In the System Properties window, click the Computer Name tab.
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option button, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: After the system processes your change, a window appears welcoming you to the domain that you specified.
9
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Restart the server when prompted to do so.
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Step 9. Configure IIS settings for Report Creation Wizard The task is required for the Report Creation Wizard component to function.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to (local computer) in the left pane. Result: The folder expands.
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Standard 10.15
Right-click on the RCW folder and click Properties. Result: The RCW Properties dialog box appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to (local computer). Result: The folder expands.
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
; 13
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Close all windows to complete the procedure.
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Step 10. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 11. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure only once. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure contains two main parts:
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You must change the default password for the IUSR_SWC account to a password of your choice. Then you must add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC dialog box appears.
6
In the New password box, type the new password for this account. Note the password that you type because you require it again in step 21 and if you complete Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 150.
7
In the Confirm password box, retype the new password.
8
Click OK. Result: A dialog box appears confirming that the password was set.
9
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
10
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
12
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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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.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
16
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 lower portion of the window.
20
Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
21
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password dialog box appears.
23
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
24
Click OK to save your changes.
25
Close all windows.
26
To complete the procedure, run iisreset. Click Start > Run.
27
In the Open box, type iisreset.
28
Click OK.
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Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) If you installed SU04, you must complete the following tasks. If you installed a version earlier than SU04, proceed to Step 13. “Configure License Manager Service” on page 156.
Adding the IUSR_SWC user to the ISS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK. Result: The IUSR_SWC Properties dialog box closes.
10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
4
Click the Identity tab. Result: The Identity page appears.
5
Select the Configurable option.
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Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
9
In the Password box, type the IUSR_SWC password. This is the same password that you entered in step 6 of Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138. Note that if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
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12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
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Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
Restarting IIS 1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Step 13. Configure License Manager Service Use the License Manager Service – Configuration Setup utility:
to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server to log the debug trace for the License Manager Service events
On a stand-alone server, you must configure the License Manager Service after you install Contact Center Manager Administration for the Report Creation Wizard component to function. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address and port number are already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service 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.
5
In the Primary Server’s IP Address boxes, type the Primary LM Server IP address.
6
In the Primary Server’s Port box, type the Primary LM Server port number. For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only.
7
In the Standby Server’s IP Address boxes, type the Standby LM Server IP address (optional, if available).
8
In the Standby Server’s Port box, type the Standby LM Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only. The LM Service log file (LMService.log) location is displayed. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug, in the LM Service Log size box, type the log file size. Note: Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK. Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service restarted.
14
Click OK.
15
Close all windows to complete the procedure.
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Step 14. Configure Logon warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is enabled in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you need to contact your Administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 15. “Configure Real-Time Reporting” on page 165.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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9
In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
14
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text,” on page 160.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 15. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure the following IP multicast addresses:
Contact Center Manager Administration server receiving IP multicast address—This is the address Contact Center Manager Administration uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server. Contact Center Manager Administration server sending IP multicast address—This is the address Contact Center Manager Administration uses to send multicast data.
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Contact Center Manager Server uses to send data must be configured on Contact Center Manager Server. This address is listed in the IP Multicast Group box. For information, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server,” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you may do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network. 166
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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2
In the left pane, under Applications, click Real-time Reporting.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties dialog box appears.
4
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The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration. The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
5
If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
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For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR
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If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An
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error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the client indicating that the connection is not allowed. For information about entering the appropriate value, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
11
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service successfully restarts.
12
Close all windows to complete the procedure.
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Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 16. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, you must ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server.
Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
2
In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties dialog box appears.
5
In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs. See the checklist in Step 2. “Install your remote support access tool” on page 67 to verify the IP Send address that you chose for the Contact Center Manager Administration server to send Emergency Help data to client PCs (item 16 of the worksheet).
6
Click the Restart Emergency Help Service check box.
7
Click OK. Result: The system restarts Emergency Help.
8
Close all windows to complete the procedure.
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Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after you install or upgrade Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 17. Configure SMTP and printers for Historical Reporting (optional) This step documents the procedures for the following tasks: 1.
Configuring SMTP for Historical Reporting—This task is required to send an e-mail notification to report recipients when the Historical Report component generates a scheduled report.
2.
Configuring printers for Historical Reporting—This task is required to print scheduled historical reports to a network printer.
Configuring SMTP for Historical Reporting When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure an SMTP server on the Contact Center Manager Administration server. To use SMTP, you must install Internet Information Services (IIS) and Microsoft Active Directory Application Mode on the Contact Center Manager Administration server. Verifying that an SMTP server is installed 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside (Local computer). Result: If one of the branches that appears on the Contact Center Manager Administration server tree is Default SMTP Virtual Server, an SMTP server is installed.
After you verify that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting. Installation and Maintenance Guide
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If an SMTP server is not installed, consult the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide for the procedures to install an SMTP server. Configuring the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Contact Center Manager Administration sends e-mail notifications. 1
Click Start > Control Panel > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
In the left pane, click the plus sign (+) beside (local computer). Result: The folder expands.
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the menu. Result: The Default SMTP Virtual Server Properties dialog box appears.
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Click the Delivery tab. Result: The Delivery page appears.
5
Click Advanced. Result: The Advanced Delivery dialog box appears.
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In the Fully qualified domain name box, type the domain name of the Contact Center Manager Administration server:.<domain name>.com Example: pcbox123.softwarehouse.com Domain names can include alphanumeric characters only, including hyphens (-) and periods (.) and cannot include underscores (_).
7
Click Check DNS to validate the name of the Domain Name Service (DNS), and then click OK.
8
In the Smart host box, type the host name of the Microsoft Exchange server. The smart host name must be the name of a valid mail server. Check the properties of your Microsoft exchange server to find the Smart Host name, or contact your System Administrator.
9
Select the Attempt direct delivery before sending to smart host check box.
10
Select the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery dialog box.
12
Click the Access tab.
13
Click Authentication.
14
Ensure that the Basic authentication check box is cleared.
15
Ensure that the Anonymous Access check box is selected.
16
Click OK to close the Authentication dialog box.
17
Click Connection. Result: The Connection window appears.
18
Click All except the list below.
19
Click OK.
20
To track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Select the Enable logging check box.
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c. Select a format from the Active log format. 21
Click the Messages tab.
22
Ensure that all check boxes are selected.
23
In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
24
Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting When you schedule Contact Center Manager Administration to generate historical reports, you must configure a printer to print the scheduled historical reports. Before you set up default printers, you must:
have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, you can perform one of the following options: Option 1—Configure the CCMA server to point to a network printer Option 2—Configure a default network printer that uses the Contact Center Manager Administration server as the print server Option 3—Configure a network shared printer connected to a print server other than the Contact Center Manager Administration server Procedures for each of these options are documented in this section. Choose the option that is most appropriate for your organization.
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You can set up as many printers as your operating system supports. However, only five scheduled reports are processed simultaneously. The remaining scheduled reports wait in queue and get processed on first-in, first-out basis. This is done to provide higher priority to the ad hoc reports. You can use any of these printers to print reports and scripts, provided that they are configured according to one of the following procedures. Option 1: Configuring a network printer on the CCMA server In this procedure, you configure a network printer on the Contact Center Manager Administration server so you can print ad hoc and scheduled historical reports and scripts to a network printer. To do this, you must configure an LPT port on the Contact Center Manager Administration server to use the network printer; and then add a local printer on this same LPT port on the Contact Center Manager Administration server. 1
Log on to the Contact Center Manager Administration server as Administrator.
2
Click Start > Run.
3
In the Open box, type cmd to open an MS-DOS prompt.
4
At the prompt, type net use <port> [\\<print server name>\<printer share name>] / USER:<print server name>\Administrator /PERSISTENT:YES For example, if the port is LPT1, the print server name is printserv, the printer share name is HPLaser4, type net use lpt1 [\\printserv\HPLaser4] / USER:printserv\Administrator /PERSISTENT:YES The printer share name is case-sensitive.
5
Press Enter. Result: A message appears, telling you that the password for the printer is invalid, and asking you to type the password.
6
At the prompt, type the administrator password for the server to which the printer is attached.
7
Press Enter. Result: If you enter the correct values, the following message appears: “The command completed successfully.”
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On the Contact Center Manager Administration server, set up a local printer for the same LPT port used in the preceding steps. (In this example, LPT1 is used.) Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
9
Double-click the Add Printer icon. Result: The Add Printer window appears.
10
Click Next. Result: The Local or Network Printer window appears.
11
Accept the default so that Local Printer is selected.
12
Clear the Automatically detect and install my Plug and Play printer check box.
13
Click Next. Result: The Select the Printer Port window appears.
14
Click Use the following port, and then, from the list of ports, select the port you typed in step 4.
15
Click Next. Result: The Add Printer Wizard window appears.
16
In the Manufacturer and Printers boxes, select the appropriate information for your printer.
17
Click Next. Result: The Use Existing Driver window appears.
18
Choose the appropriate option in the Do you want to keep the existing driver or use the new one? dialog box.
19
Click Next. Result: The Name Your Printer window appears.
20
In the Printer name box, type the name of your printer.
21
Under the question, Do you want to use this printer as the default printer?, click Yes.
22
Click Next. Result: The Printer Sharing window appears.
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Click Do not share this printer, and then click Next. Result: The Print Test Page window appears.
24
Click No, and then click Next. Result: The Completing the Add Printer Wizard window appears.
25
Click Finish. Result: The network printer is now configured as the default printer on the Contact Center Manager Administration server. Every time you need to reboot the Contact Center Manager Administration server, the system prompts you to reconnect the share connection to this network printer. At the prompt, type the administrator password for the server on which the printer is configured (the same password you typed in step 5).
Deleting the connection to the default network printer
If you no longer need to print reports or scripts to the default network printer, you can delete the shared LPT port used for this connection on the Contact Center Manager Administration server. 1
To verify which LPT port is used for the default network printer connection, while logged on to the Contact Center Manager Administration server as administrator, click Start > Run.
2
In the Open box, type cmd to open an MS-DOS prompt.
3
At the prompt, type net use, and then press Enter. Result: The system lists the shared resources on the server.
4
From the list of shared resources, locate the LPT port used for the default network printer connection.
5
To delete the share connection for this port, at the MS-DOS prompt, type net use <port name> /delete where <port name> is the port used for the default network printer connection (for example, if your port is LPT1, type net use lpt1 /delete).
6
Press Enter. Result: The following message appears: “<port name> was deleted successfully.”
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Option 2: Configuring a default network printer that uses the Contact Center Manager Administration server as the print server The following procedure outlines how to set up a network printer that uses the Contact Center Manager Administration server as the print server. If you require additional information about adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your contact center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration. The following procedure is valid for network printers that have a standard TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Select the Local printer attached to this computer option.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select a Printer Port window appears.
7
Select the Create a new port option.
8
From the Type of port list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Next. Result: The Add Port window appears.
12
In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
13
Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
14
Click Finish. Result: After a few moments, the Install Printer Software window appears.
15
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
16
Click Next. Result: The Name Your Printer window appears.
17
Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing window appears.
18
Accept the default with Share name selected.
19
Click Next. Result: The Location and Comment window appears.
20
Type information in the Location box and Comment box (optional).
21
Click Next. Result: The Print Test Page window appears.
22
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
23
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Click Finish.
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Option 3: Setting up a network shared printer connected to a print server other than the Contact Center Manager Administration server The following procedure describes how to set up a default network printer that is connected to a print server other than the Contact Center Manager Administration server (for example, a UNIX server). If the print server is a UNIX computer, you must select an LPR port when you configure the printer on the Contact Center Manager Administration server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the Contact Center Manager Administration server. You can install this utility from the Windows Server 2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/ Remove Windows Components > Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Select the Local printer attached to this computer option.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Select the Create a new port option.
8
From the Type list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
10
In the Name or address of server providing lpd box, type the Domain Name Service (DNS) name or IP address of the print server.
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In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
12
Click OK to close the window and return to the wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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Step 18. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Create a shared folder for exporting scheduled reports—To create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder, complete this task.
2.
Configure a shared network folder for synchronizing reports—To synchronize imported reports to automatically update with changes to the original reports on the network computer, complete this task.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create a shared folder, you can perform one of the following two options:
Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. That is, if the Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent, you type \\appsrvr\reports\agent in the Output box. Scheduled reports use the local administrator account named iceAdmin or the domain account set up by the administrator in the iceAdmin Password Change Utility to run, print and export the scheduled report.
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration's shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read/ delete access for each applicable user). For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC. Contact Center Manager Administration Server Configuration
1
Scheduled Report Account (using iceAdmin Password Change Utility)
CCMA on a workgroup iceAdmin OR CCMA on a network domain
2
CCMA on a network domain
Steps required to export scheduled report to client PC
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server. 2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
Domain account (that is, the CCMA server is set up for Domain account for Scheduled Reports)
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1 The destination client PC must be on the same domain as the CCMA server. 2 Grant Change and Read permissions to the CCMA scheduled report domain account on the export folder of the destination PC.
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You can export scheduled reports to client PCs that are only within the same domain as the Contact Center Manager Administration server. To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder If you change the iceAdmin password on the Contact Center Manager Administration server, the password must match the iceAdmin password on the client PC.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps:
Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC.
This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
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To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. Alternatively, you can use the Browse button to select your shared folder for export file. For example, if you export the Agent Performance report to a shared folder on the client PC, where:
the client PC computer name is clientpc
the shared folder name is reports
and the report name is agent
Then, in the Output box, type \\clientpc\reports\agent. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you need not have access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user.
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If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration. In this window, when you click Submit, the system synchronizes the changes that you made to all original reports stored in shared folders on a client PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Before you can use the report synchronization feature, you must set up the shared folder on the client PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list:
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the client PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 193. Contact Center Manager Administration
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Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the client PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For information, see “Setting the directory security account of the server default Web site to the network domain account” on page 202. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain)” on page 202.
Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share a folder, you can:
share the folder with read permissions for the Everyone account and enable Guest account on the client PC. For information, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC” on page 193. share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For information, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (Contact Center Manager Administration server uses these accounts)” on page 197.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC 1
On the client PC, create a folder to store your user-created report templates.
2
On the client PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Allow check box for Read. Ensure that no other check boxes are selected.
9
Click Apply.
10
Click OK. Result: The Properties dialog box reappears.
11
Click OK to save your changes and close the Properties dialog box.
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
16
Clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (Contact Center Manager Administration server uses these accounts) If you choose this option, you must maintain two additional accounts on the client PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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On the client PC, create a folder to store your user-created report templates. You must create the IUSR_SWC and iceAdmin accounts on the client PC with the same passwords as those which are used on the Contact Center Manager Administration server.
2
Click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User window. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the client PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
17
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
Select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Standard 10.15
Click Advanced. Result: The bottom portion of the window expands.
23
Click Find Now. Result: A series of users appears in the bottom portion of the window.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups window.
25
Click OK. Result: The account appears at the top of the Permissions window.
26
Select IUSR_SWC at the top of the Permissions window, and then, at the bottom of the window, ensure that the Allow check box is selected for Read.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the Properties window.
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC,” on page 208.
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1
Obtain the network domain account name from your System Administrator.
2
First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double-click Backup Operators.
6
Click Add.
7
Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
8
Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution. You must now set up the Internet Information Services (IIS) security account.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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Standard 10.15
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, 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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13
Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
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Standard 10.15
Click Browse. Result: The Select User dialog box appears.
16
Click Advanced. Result: The lower portion of the Select User window expands.
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Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
Click Find Now. Result: The list of all the user accounts configured on the server appears.
20
From the list of user accounts, select the network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password window appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
25
Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK.
30
You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
share the folder with read permissions for the Everyone account and enable Guest account on the client PC. For details, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC” on page 208. share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server” on page 212.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC To perform this procedure, your server and the client PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 202, before you begin this procedure.
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1
On the client PC, create a folder to store your user-created report templates.
2
On the client PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Standard 10.15
Click the Sharing tab. Result: The Sharing page appears.
5
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
From the Groups or user names list, select Everyone.
8
In the Permissions for Everyone list, select the Allow check box for the Read option.
9
Click Apply.
10
Click OK. Result: The Properties window reappears.
11
Click OK to save your changes and close the Properties window.
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
Double-click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
16
On the General tab, clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the client PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 202, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you synchronize the imported report template only when no scheduled reports are running. 1
On the client PC, create a folder to store your user-created report templates
2
On the client PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The lower portion of the window expands.
11
Click Find Now. Result: A series of users appears in the lower portion of the window.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears at the top of the Permissions dialog box.
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14
Select the account at the top of the Permissions dialog box, and then, at the bottom of the window, ensure that the Allow check box is selected for Read.
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Click OK.
16
Click OK to save your changes and close the Properties dialog box.
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Step 19. Configure scripting To print scripts from the Scripting component, you must ensure that there is a default printer configured on the client PC.
To set up a default printer for Scripting To print scripts while using the Scripting component, you must first configure a default printer on the client PC. For detailed information about this procedure, see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC To export script files to a client PC, you must have the correct access privileges to save files to the client PC. For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information about creating and mapping folders, see your Microsoft documentation.
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Step 20. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters dialog box appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see “Configure RealTime Reporting” on page 165. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
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To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
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In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
Click Save.
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Step 21. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed directly to Step 22. “Configure language support (other than English)” on page 226. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you perform this procedure.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change dialog box appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change dialog box appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again. If your Contact Center Manager Administration server is a member of an active domain, the Domain Account option is enabled in the iceAdmin Password Change window.
8
If you do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR To export scheduled reports to a domain account, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.
9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 22. Configure language support (other than English) To work in English only across all platforms, you can skip this step and proceed directly to Step 23. “Install the XML Automated Assignments feature (optional)” on page 247. If you want your Contact Center Manager Administration to support languages other than English, you must configure language support by following the procedures in this section. Contact Center Manager Administration supports two levels of language support:
Solely internationalized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are in English, but you have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone. International and Localized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are translated into one of four supported languages (French, German, Traditional Chinese, Japanese). You also have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone.
To configure Contact Center Manager Administration to work in a solely internationalized environment (other than English), you must complete the following tasks:
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1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For information, see “Language families and compatibility” on page 230.
2.
Edit your locales.dat file to reflect the appropriate language family. For information, see “Editing the locales.dat file” on page 232. Contact Center Manager Administration
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3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 234.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 236.
To configure Contact Center Manager Administration to work in an international and localized environment (other than English), you must complete the following tasks: 1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see “Language families and compatibility” on page 230.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “Editing the locales.dat file” on page 232.
3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 234.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 236.
5.
Prepare the Contact Center Manager Administration server for installing the language pack. For details, see “Prepare the server for installing a language pack” on page 236.
6.
Install the language pack on the Contact Center Manager Administration server. For details, see “To install a language pack” on page 237.
7.
Change the language preferences in Internet Explorer for the Contact Center Manager Administration server (only of you use the Contact Center
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Manager Administration server as a client PC). For more information, see “Setting the language preferences in Internet Explorer” on page 242. ATTENTION
When you install and configure the software on the Contact Center Manager Administration server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the Contact Center Manager Administration server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Contact Center Manager Administration.
Using Contact Center Manager Administration in an international and localized environment (other than English) If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the Latin 1 language family and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the Japanese language family and you install the Japanese language pack on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in Japanese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 230. If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the Traditional Chinese language family and you install the Traditional Chinese language pack on the Contact Center Manager Administration server, users in the same contact center 228
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can view Contact Center Manager Administration in Traditional Chinese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 230.
Co-resident servers If your Contact Center Manager Administration is co-resident with other Contact Center 6.0 applications, certain limitations apply with respect to working in languages other than English. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server and Communication Control Toolkit, Contact Center Manager Administration does not support French, German, Traditional Chinese, or Japanese Windows operating systems. Contact Center Manager Administration supports English operating systems only. On co-resident servers that contain Contact Center Manager Server and Contact Center Manager Administration, the only supported language versions of the Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German Windows operating systems. Contact Center Manager Administration supports English, Traditional Chinese, and Japanese Windows operating systems only.
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Language families and compatibility For Contact Center Manager Administration to function properly, the language family of the operating systems must be the same across all platforms in the network—the Contact Center Manager Administration server, client PCs, and Contact Center Manager Server. That is, the operating systems of each of the platforms are only compatible if the languages versions of the operating systems belong to the same language family. There are three language families that Contact Center Manager Administration recognizes:
Latin 1—Includes all the Western European languages that use the Latin 1 character set (including English, French, German) Traditional Chinese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family Japanese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family
Although English belongs to the Latin 1 language family, the character sets for English are included in all language families. Therefore, you can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Compatibility and the Latin 1 language family As long as the language versions of the operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and the client PC belong to the same language family (for example, Latin 1), the platforms can coexist on the same network. For example, in your network you can have a server in Contact Center Manager Server that has an English operating system, a Contact Center Manager Administration server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin 1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC browser determines the language in which the application appears.
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This is particularly useful if your contact center supports multiple languages, such as English and French. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or French (or even German because it belongs to the same language family), just by changing the browser settings on their PC. If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the same language family, and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German operating systems. It supports English, Traditional Chinese, and Japanese operating systems only. Compatibility and the Japanese language family Because Japanese belongs to its own language family, you can view and enter Japanese text only in Contact Center Manager Administration if you install Japanese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Japanese, install the Japanese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Japanese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Japanese by changing the browser settings on their PC. While it is possible to switch from Japanese to English and vice-versa, it is not possible to switch from Japanese to Traditional Chinese because these languages belong to different language families.
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Compatibility and the Traditional Chinese language family Because Traditional Chinese belongs to its own language family, you can view and enter Traditional Chinese text only in Contact Center Manager Administration if you install Traditional Chinese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Traditional Chinese, install the Traditional Chinese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Traditional Chinese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can view Contact Center Manager Administration in English or Traditional Chinese by changing the browser settings on their PC. While it is possible to switch from Traditional Chinese to English and viceversa, it is not possible to switch from Traditional Chinese to Japanese because these languages belong to different language families. Operating systems and the Contact Center Manager Server When you install language packs on Contact Center Manager Administration you must ensure that the required language version of Windows Server 2003 is installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server Release 6.0 US English software is installed on the US English version, or the appropriate localized version, of Windows Server 2003. For Japanese, ensure that the Japanese version of Windows Server 2003 is installed. For Traditional Chinese, ensure that the Traditional Chinese version of Windows Server 2003 is installed.
Editing the locales.dat file The locales.dat file controls the character set that is used for communication between the Contact Center Manager Administration and the Contact Center Manager Server. To edit the locales.dat file, you can use the utility that comes with Contact Center Manager Administration and is stored on the Contact Center Manager Administration server. You can access this utility from the 232
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Contact Center Manager Administration server when used as a client PC, by first logging on to Contact Center Manager Administration, and then opening the utility through the browser window. With this utility, you can configure the system to handle the character set of the language family with which you want Contact Center Manager Administration to work. 1
From the Contact Center Manager Administration server when used as a client PC, open Internet Explorer and log on to Contact Center Manager Administration. If you have not logged on to Contact Center Manager Administration for the first time, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure.
2
In the browsers address box, type http:///locales.asp where localhost is the name or IP address of the Contact Center Manager Administration server.
3
Press Enter. Result: The utility appears.
4
Click Browse to navigate to the c:/sybase/locales/locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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From the Language Option list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
6
Click Set Locale to save your changes.
Changing the Windows Regional Settings If you use either the Japanese or Traditional Chinese versions of Contact Center Manager Administration, you must change the Regional Settings on the Contact Center Manager Administration server. It is not necessary to perform this procedure if you use the English, French, or German versions of the software because all of these languages appear properly with the Regional Settings set to the default language, English. You must insert the operating system CD in the server before you perform this procedure. 1
On the Contact Center Manager Administration server, click Start > Control Panel > Regional and Language Options. Result: The Regional and Language Options dialog box appears.
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Click the Languages tab. Result: The Languages page appears.
3
In the Supplemental language support section, select the Install files for East Asian languages check box. Result: The system installs the appropriate language files from the operating system CD.
4
Click the Regional Options tab.
5
From the box in the Standards and formats section, choose the appropriate locale:
6
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server For Traditional Chinese and Japanese, ensure that the required Service Updates are on the Contact Center Manager Server. For details about how to install Service Updates, refer to the Contact Center Manager Server Installation and Maintenance Guide. You must install the following Service Updates on the Contact Center Manager Server:
For Japanese, the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software. For Chinese, the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software.
Prepare the server for installing a language pack Before you install a language pack ensure that:
you install the Contact Center Manager Administration software and all required third-party software (especially Sybase Open Client version 12.5). you install the required language version of Windows Server 2003 Enterprise Edition or Standard Edition for the language packs that you wish to install. For example: Windows Server 2003 Enterprise Edition or Standard Edition Latin 1 language support (or the localized version of the operating system) for French or German language packs the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition for Japanese language packs the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition for Traditional Chinese language packs. at least 225 megabytes (MB) of free disk space is available on the Contact Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack. 236
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To install a language pack The default language setting for the Contact Center Manager Administration software is English. However, the Contact Center Manager installation DVD includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you choose. Follow the procedure in this section to install a language pack on the Contact Center Manager Administration server. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. For more information, see “Uninstalling a language pack” on page 245.
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Installing a language pack 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add New Programs. Result: The Add or Remove Programs window appears.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears
5
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Contact Center Manager installation DVD, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the.exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack.exe file appears in the Open box.
7
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the Welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install. Result: The Installing Contact Center Manager Administration - X Language Pack window appears (where X is the language you chose).
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The program copies and installs the required files and the InstallShield Wizard Completed window appears.
11
Click Finish. Tip: To view the language packs that you installed on the server, click Start > Control Panel > Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
Setting the language preferences in Internet Explorer You must perform this procedure on each client PC that connects to the Contact Center Manager Administration server to use Contact Center Manager Administration. Perform this procedure on the Contact Center Manager Administration server only if you use it as a client PC. If you did not install and configure a client PC, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure. You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser.
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In addition to these steps, you must also set the proper security level settings in the browser. For more information, see Step 3. “Configure Internet Explorer” on page 267. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click Languages. Result: The Language Preferences dialog box appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Contact Center Manager Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
In the Language box, click the appropriate language, and the proceed to step 6. OR If the language does not appear in the box, Click Add. Result: The Add Language dialog box appears.
5
In the Language list, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window.
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7
Click OK to close the Language Preferences window.
8
Click OK to close the Internet Options window.
Uninstalling a language pack To uninstall a language pack, follow this procedure. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the Add or Remove Programs window, select the language pack to uninstall.
3
Click Remove. Result: The program asks you to confirm your choice.
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Click Yes. Result: The program removes the language pack from the Contact Center Manager Administration server.
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Step 23. Install the XML Automated Assignments feature (optional) You can use the XML Automated Assignments feature to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. This is an optional feature that is used in conjunction with the Contact Center Management component. If you do not want to install this feature, the Contact Center Manager Administration installation and configuration is complete. You can now proceed to Step 24. “Copy latest user guides to the CCMA server” on page 250. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their Web site at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site. For overview information and details about using the XML Automated Assignments feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information dialog box appears.
6
In the User Name box, type your username.
7
In the Organization box, type the name of your organization.
8
Click Next. Result: The Destination Folder dialog box appears.
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9
Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files that it cannot parse due to error, or accept the default folders shown.
10
Click Next. Result: The Ready to Install the Program window appears.
11
Click Install to install the program with the settings you chose (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
12
Click Finish to complete installing the program.
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Step 24. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access the only following guides from Contact Center Manager Administration. However, the remaining guides from the Contact Center 6.0 documentation suite are also available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:\Apps\documentation\guides where is the Contact Center Manager Administration install directory. The default install directory is C:\Program Files\Nortel Networks\WClient.
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 25. Activate master scripts When you create a new script, or modify an existing inactive script, you must validate the script manually before you can activate it. When you change an existing, active script, the system automatically validates the changes you make when you activate the script again. Before you can activate the master script, you must configure Internet Explorer. For more information about configuring Internet Explorer, see Step 3. “Configure Internet Explorer” on page 267.
Configuring Internet Explorer 6.0 or later on the client PC 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time it is required by the Contact Center Manager Administration component in which you work. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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12
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites dialog box appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://. If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box.
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
23
Click OK to return to the Internet Options window.
24
Click the Advanced tab.
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Under Browsing, clear the Reuse windows for launching shortcuts check box.
26
Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
Activating the master script 1
Log on to Contact Center Manager Administration.
2
On the system tree, click the server containing the master script that you want to activate.
3
Click Script Manager. Result: The Script Manager window appears, listing all scripts on the server.
4
Click the Master script.
5
Click File > Activate. Result: A message box appears, asking you to confirm your choice.
6
Click OK. Result: The system activates the script. The script status changes to Active when the activation process is complete.
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Step 26. Other postinstallation tasks This section describes other postinstallation tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
What is next? Proceed to Chapter 4, “Configuring the client PC and agent workstations.”
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Configuring the client PC and agent workstations In this chapter Overview
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Section A: Preparing the client for CCMA
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Section B: Logging on to CCMA for the first time
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Section C: Configuring agent workstations
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Overview To log on to Contact Center Manager Administration 6.0, you need to install and configure a client PC at your client workstations. A client PC can be any computer in your network, including the Contact Center Manager Administration server. Each client PC must be configured with Internet Explorer 6.0 with the latest supported service pack and be supported by one of the following operating systems:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
Windows Vista Business
Windows Vista Enterprise
For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com.
Third-party software and controls Each Contact Center Manager Client PC in Contact Center Manager Administration requires different third-party software and controls, depending on which platform the client runs:
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Internet Explorer version 6.0 with the latest supported service pack for all clients. For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com.
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(If you have SU04 or later, this control is not required.) Simple Object Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard component required by all clients running Windows Server 2003, Windows XP, or Windows 2000 Professional). For details, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
A number of controls are required for proper functionality in Contact Center Manager Administration components. For a complete listing of the controls required on the client PC, see “Controls that are downloaded to the client PC” on page 304. If you want agents to be able to launch the Agent Desktop Display, you must install these components on each applicable client PC. This chapter provides instructions for installing and configuring the required software on the client PCs.
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Section A: Preparing the client for CCMA
In this section Step 1. Configure the display
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Step 2. Upgrade the browser on client workstations
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Step 3. Configure Internet Explorer
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Step 4. Install the Microsoft SOAP toolkit 3.0 (optional)
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Step 5. Download and install Windows update KB917607 (Optional)
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Step 6. Install .NET Framework v. 1.1 (optional)
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Step 1. Configure the display On each client PC, you must configure the display settings so that all Contact Center Manager Administration components appear correctly in the browser window.
Configuring the display settings on the client PCs This procedure is written for Windows Server 2003. If you have a different operating system on the client PC, the steps may vary. 1
On the client PC, click Start > Control Panel > Display. Result: The Display Properties dialog box appears.
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2
Click the Appearance tab.
3
In the Font size box, select Normal. If you do not select Normal, some items may not display correctly in the browser.
4
Click the Settings tab.
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Set the screen resolution to 1024 X 768. (Nortel recommends this resolution to accommodate billboard collection.)
6
Click OK.
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Step 2. Upgrade the browser on client workstations To access Contact Center Manager Administration with a client PC, you must upgrade the browser to Internet Explorer 6.0 or later with the latest supported service pack on each client workstation. For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. If your client PCs run Internet Explorer 6.0 or later with the latest supported service pack, proceed directly to Step 3. “Configure Internet Explorer” on page 267.
To upgrade Internet Explorer on the client PC To get the latest service pack for Internet Explorer, go to the Microsoft download page located at www.microsoft.com. Search for downloads for Internet Explorer and select the latest service pack to install.
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Step 3. Configure Internet Explorer To access Contact Center Manager Administration with a client PC, you must configure the browser (Internet Explorer 6.0 or later with the latest supported service pack) on each client workstation. When you configure Internet Explorer 6.0 or later, you configure the Contact Center Manager Administration server as a Trusted Site, and either disable all cookies or block cookies to the desired level of security. The supported operating systems for Internet Explorer 6.0 on the client PC are:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
The supported operating systems for Internet Explorer 7.0 on the client PC are:
Windows XP with Service Pack 2 (SP2)
Windows XP Professional x64 Edition
Windows Server 2003 with Service Pack 1 (SP1)
For information about security issues and Internet Explorer, see “About ActiveX control security” on page 267. For all components of Contact Center Manager Administration components to function correctly, you must disable pop-up blockers on Internet Explorer. For more information, see “To disable pop-up blockers on Internet Explorer” on page 275.
About ActiveX control security This section includes the following information about security issues related to ActiveX Controls:
digital signatures
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code signing certificates (for digital signatures)
Trusted Sites zone and Safe for Scripting
Digital signatures All controls provided with Contact Center Manager Administration are in .cab files that are digitally signed either by Nortel or by the third-party vendor of origin. Signing the .cab file verifies that the software originated from a trusted source. The signed .cab file cannot be altered without invalidating the signature, which validates that the contents of the .cab file (including the control) also originated from a trusted source. If the browser security settings stipulate that a control must be signed before being downloaded, Internet Explorer checks whether the .cab file containing the control is signed before downloading an ActiveX control to the client PC. If the signature is valid, the control is downloaded to the client PC. Code signing certificates (for digital signatures) Software publishers use a code signing certificate to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file originates from a trusted source and was not altered since it was originally published. This type of certificate is valid for a specified period of time (usually one year) during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. Secure Sockets Layer (SSL) certificates are different in that they are not useful once they expire. For Contact Center Manager Administration, Nortel uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Contact Center Manager Administration are timestamped against VeriSign servers.
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For information about VeriSign code signing certificates, see www.verisign.com. Trusted Sites Zone and Safe for Scripting If you install SU04 or later, all controls are marked as safe for scripting. If you install a release earlier than SU04, Contact Center Manager Administration uses some controls that are not marked as safe for scripting. To run these controls, you must set the Internet Explorer security setting Initialize and script ActiveX Controls not marked safe for scripting to Enable (see Step 2. “Upgrade the browser on client workstations” on page 266 for more details). Because this setting is required, Nortel recommends that you add the Contact Center Manager Administration server as a Trusted Site in Internet Explorer. When you do so, the security settings required by Contact Center Manager Administration do not apply to other Web sites in the intranet and Internet zones. This is seen as a more secure solution because it limits the access to these controls. Controls marked as safe for scripting are available to all intranet and Internet zone Web sites; however, because these controls are not marked safe for scripting, they are available to trusted sites only, a more secure solution.
Configuring Internet Explorer 6.0 or later on the client PC If the client PC is running Windows XP Service Pack 2, in addition to the following procedures, there are additional steps that you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2” on page 277. If the client PC is running Windows Server 2003 with the latest supported service pack, in addition to the following procedures, there are additional steps you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack” on page 279.
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1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time the Contact Center Manager Administration component in which you work requires it. If you select Prompt, the first time that a Contact Center Manager Administration component requires that control, a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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12
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites dialog box appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://. If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box.
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
23
Click OK to return to the Internet Options window.
24
Click the Advanced tab.
25
Under Browsing, clear the Reuse windows for launching shortcuts check box.
26
Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
To disable pop-up blockers on Internet Explorer For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways:
Allow pop-ups from Contact Center Manager Administration only. Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
If you have a third-party pop-up blocker, you must disable it as well. Allowing pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
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Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
5
In the Address of website to allow box, type the Contact Center Manager Administration URL.
6
Click Add.
7
Click Close.
8
Click Apply.
9
Click OK.
Turning off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
Turning off third-party pop-up blockers This procedure is applicable to the Yahoo pop-up blocker. If you have other types of pop-up blockers on Internet Explorer, you must follow a similar procedure to disable them.
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1
Open the Internet Explorer browser window.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off.
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The button is usually to the left of the Highlight button. 3
Click the button that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Ensuring display settings are configured for Western European (ISO) For Internet Explorer to display properly, you must ensure that the display settings for Internet Explorer are configured for Western European (ISO). 1
Open the Internet Explorer browser window.
2
In Internet Explorer, select View > Encoding. Result: The Encoding selection menu appears.
3
Ensure that Western European (ISO) is selected.
4
Close all windows to complete the procedure.
Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2 If the client PC is running Windows XP Service Pack 2, in addition to the procedures in “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269, you must either add Internet Explorer to the firewall exceptions list or open multicast and unicast ports. Adding Internet Explorer to the firewall exceptions list For further details about adding programs or services to the firewall exceptions list, consult www.microsoft.com. 1
On the client PC, click Start > Control Panel > Security Center > Windows Firewall.
2
On the Exceptions tab, under Programs and Services, select Internet Explorer, and then click OK. OR If Internet Explorer is not listed, On the Exceptions tab, click Add Program.
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In the Add a Program dialog box, click Internet Explorer, and then click OK. Result: Internet Explorer appears, selected, on the Exceptions tab, under Programs and Services.
4
Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you can open the multicast and/or unicast ports. For information, see the following procedure. Opening multicast and unicast ports in Windows XP with Service Pack 2 For more information about opening ports, consult Microsoft documentation at www.microsoft.com. Use this procedure to open the following ports individually:
Emergency Help, UDP 8200 Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130 Unicast real-time reports, UDP 7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1
Click Start > My Network Places.
2
Under Network Tasks, click View Network Connections.
3
Right-click the connection that you use for the Internet, and then click Properties.
4
Click the Advanced tab, and then click Settings. Note: If the Settings button is unavailable, Internet Connection Firewall is not enabled on this connection, and you cannot open any ports (because they are all already open).
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5
Click Add to open a new port.
6
In the Description box, type a name for the port. For example, type File Sharing: Port 445.
7
In the Name or IP address of the computer hosting this service on your network box, type 127.0.0.1. Contact Center Manager Administration
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You can specify the IP address of an internal computer. But you typically use 127.0.0.1. 8
In the External port and Internal port boxes, type the port number. Generally, this number is the same.
9
Click either TCP or UDP, and then click OK.
10
Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service Pack 2, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is on the Partner Information Center (PIC) Web site at www.nortel.com/pic.
Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions. Configuring Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269.
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Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
8
9
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Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting (applicable only if you plan to install release earlier than SU04)
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears.
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Click OK to exit the Internet Options window.
12
On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings dialog box appears.
13
In the Address of Web site to allow field, type the Contact Center Manager Administration website address (for example, http://pbrwd0p0)
14
Click Add.
15
Click Close.
16
Restart Internet Explorer to activate your changes.
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Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) If you plan to install SU04 or later, this step is not required and you can proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290. If you run the client browser on the Contact Center Manager Administration server, SOAP is already installed on the server. Therefore, you can skip this step and proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290. If you plan to install a release earlier than SU04, for Contact Center Manager Administration to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the Contact Center Manager Administration server and that runs any one of the following operating systems:
Windows Server 2003
Windows XP
Windows 2000 Professional
SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages.
To install Simple Object Access Protocol When you use the client PC to connect to a server running Contact Center Manager Administration, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, a warning message appears, followed by a series of windows to download and install SOAP 3.0 files directly from the Contact Center Manager Administration server. You can:
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click Cancel to download SOAP 3.0 later
save the software to the client PC hard disk for later installation
install the software immediately.
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Some Internet Explorer versions require the Internet Explorer setting Automatic prompting for file downloads in the Downloads section also to be set to Enable for the Trusted Sites zone, to allow the SOAP files download prompt to be displayed. Only users who log on to the client PC with administrator privileges can install the software. If a user without administrator privileges logs on to the client PC, that user can download and save the ClientSOAP.msi file to the client PC hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Contact Center Manager Administration until the client SOAP software is installed. You need to perform this installation once only on each client PC, regardless of the number of Contact Center Manager Administration upgrades you install afterward. Installing Simple Object Access Protocol 1
On the client PC, open Internet Explorer.
2
In the Address box, type the server name. For example, http://.
3
Press Enter. Result: The Contact Center Manager Administration logon dialog box appears, and then a warning message appears, notifying you that you must install SOAP 3.0 on the client PC.
4
Click OK. Result: A message box appears, enabling you to download the SOAP package.
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Click OK to download the SOAP software. OR Click Cancel to download the software at a later date. Contact Center Manager Administration does not function properly until you install SOAP on the client PC. Result: A dialog box appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.
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To save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. Result: A dialog box appears, enabling you to choose the location in which you want to save the file. OR
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Click Open to begin the installation. You must log on with administrator privileges to install the SOAP software. Result: The installation program verifies the operating system and setup of the client PC. The SOAP installation proceeds and the welcome window appears.
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
The program installs the required SOAP components and the InstallShield Wizard Completed window appears. 9
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Click Finish.
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Step 5. Download and install Windows update KB917607 (Optional) If you install Windows Vista on the client, users cannot view online help for Agent Desktop Displays. To view online help, you must download and install Windows update KB917607 on to each client. This update includes the WinHlp32.exe file, which is required to view WinHelp help files, such as Agent Desktop Display online Help. If you do not install Windows Vista, you can proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290.
Downloading and installing Windows update KB917607 You must install Windows Vista before you can install this update. 1
Go to www.microsoft.com.
2
Search for KB917607.
3
In the list of search results, browse to and click the download link.
4
Follow the download and install instructions.
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Step 6. Install .NET Framework v. 1.1 (optional) You must install the .NET Framework Version 1.1 and .NET Service Pack 1 on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that Contact Center Manager Administration administers. For information about installing the Contact Center Multimedia server, see the Contact Center Multimedia Installation and Maintenance Guide. For information about adding the Contact Center Multimedia server to the list of servers that Contact Center Manager Administration administers, see the Contact Center Manager Administrator’s Guide. If you do not use the Outbound Campaign Management Tool component, you can skip this step and proceed directly to Step 7. “Accept the license agreement in Server Utility” on page 294.
Prerequisites for installing the .NET Framework Each client machine 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), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Checking the .NET Framework on a client machine If your client machines run the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is installed.
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On the client machines, click Start > Control Panel.
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Double-click Add or Remove Programs.
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Select Microsoft .NET Framework 1.1.
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Click the support link.
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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 machine 1
Log on to the client machine as the local administrator.
2
From the client machine, 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.
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When the installation is complete, click OK.
6
From the client machine, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/Service Pack 1.
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Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET Service Pack 1.
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When the installation is complete, click OK.
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What is next? Log on to Contact Center Manager Administration for the first time. For details, see Section B:“Logging on to CCMA for the first time,” on page 293.
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Section B: Logging on to CCMA for the first time
In this section Step 7. Accept the license agreement in Server Utility
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Step 8. Log on to CCMA for the first time
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Step 9. Download controls to the client
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Step 7. Accept the license agreement in Server Utility If you install or upgrade Contact Center Manager Server, you must accept the licence agreement on the Server Utility on the Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. If you do not upgrade or perform a new installation of Contact Center Manager Server, you can skip the procedure and proceed to Step 8. “Log on to CCMA for the first time,” on page 296.
Accepting the license agreement in Server Utility If you did not install Server Utility on the Contact Center Manager Server from the Contact Center Manager installation DVD, see the installation procedures in the Contact Center Manager Server Installation and Maintenance Guide. 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Server Utility > Server Utility. Result: The Nortel Contact Center Manager Server Utility Login dialog box appears.
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In the User ID box, type the sysadmin user ID.
3
In the Password box, type the password.
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From the Server Name or IP Address box, select or enter the server name or IP address.
5
Click OK. Result: The End User License Agreement dialog box appears.
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Read the End User License Agreement.
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Click Accept. Result: The Change Password dialog box appears.
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In the Old Password text box, type the old password.
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In the New Password text box, type the new password.
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Confirm the new password, and click OK. Result: The Server Utility starts.
11
Close all windows to complete the procedure.
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Step 8. Log on to CCMA for the first time After you install and configure the required third-party software on the client PC (Internet Explorer version 6.0 with the latest supported service pack and SOAP 3.0), log on to Contact Center Manager Administration to test the installation. Note that SOAP is not required if you install SU04 or later. To perform the procedures in this chapter, you must be able to log on to the Contact Center Manager Administration server. If you upgrade or perform a new installation of Contact Center Manager Server, you must accept the licence agreement on the Server Utility in Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. For details about accepting the license agreement in Server Utility, see Step 7. “Accept the license agreement in Server Utility,” on page 294.
To log on to Contact Center Manager Administration for the first time When you log on to Contact Center Manager Administration for the first time after installation, you must log on as the default administrator, webadmin. For security reasons, Nortel highly recommends that you change the default password when you first log on to the application. Contact Center Manager Administration user passwords can only contain English characters and special characters.
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Logging on to the Contact Center Manager Administration server for the first time and changing the default password ATTENTION
When you change the webadmin password, you must ensure that you do not lose or forget the new password or you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, immediately after installing Contact Center Manager Administration, log on to the Contact Center Manager Administration server as webadmin, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password. For more information about adding Contact Center Manager Administration users, see the online Help.
1
Start Internet Explorer.
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In the Address box, type the server name. For example, http://. You must log on using the Contact Center Manager Administration server name instead of the IP address. You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.
3
Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
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If you installed release earlier than SU04 and did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you installed SU04 or later and configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
To view the details of the Contact Center Manager Administration build number and Service Update version, click About Contact Center Manager Administration. Click OK to close.
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Click Change Password. Result: The Change Password dialog box appears.
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In the User name box, type the default user name.
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In the Old password box, type the default password.
7
In the New password box, type a new password. Contact Center Manager Administration user passwords can contain English characters and special characters only.
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In the Confirm password box, type the new password. You can modify the default password only. You cannot change the default username, webadmin. ATTENTION
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If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, you can now open Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password.
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Click Submit. Result: The default password is changed and the main logon window reappears.
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In the User ID box, type the user name.
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In the Password box, type the new password.
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Click Login.
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Click OK. Result: Because this is the first time you log on, the logon window prompts you to add the first Contact Center Manager Server.
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In the Server Name box, type the name of the Contact Center Manager Server. Do not enter the fully qualified domain name of the server in the Server Name box. Enter the computer name of the server.
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Press Tab. Result: The server IP address automatically appears in the IP Address box.
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If the value Unknown appears in the IP Address box, the server name is not registered with either the Domain Name Service (DNS) or the HOSTS table. In this case, you must update your DNS or host file on the Contact Center Manager Administration server with the name of the Contact Center Manager Server. For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 16
In the Display Name box, type the name of the Contact Center Manager Server as you want it to appear in the system tree in Contact Center Manager Administration. It is important that you use the server name, not the IP address of the server, because using an IP address causes errors in Real-Time Reporting functionality. The system automatically assigns a display name that is the same as the server name. If you enter a different display name, the name must be unique.
17
Enter the sysadmin username and password for the Contact Center Manager Server. If you receive a logon sequence error message, check your username and password by logging on to Server Utility.
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Click Submit. Result: If you did not accept the license agreement on the Contact Center Manager Server, you receive a prompt to accept the license agreement using Server Utility. For information, see Step 7. “Accept the license agreement in Server Utility,” on page 294. Otherwise, the Contact Center Manager Administration Launchpad appears.
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Step 9. Download controls to the client All Contact Center Manager Administration components, with the exception of the Audit Trail component, require that you download controls to your client PC to ensure proper functionality in each of the components. For a list of all controls required by Contact Center Manager Administration components, see “Controls that are downloaded to the client PC” on page 304. The required controls used by Contact Center Manager Administration are in .cab files that are digitally signed. Nortel recommends that you configure Internet Explorer to enable or prompt for downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269). When you configure the browser to download signed ActiveX Controls, the control is automatically downloaded to the client PC the first time the Contact Center Manager Administration component in which you work requires it and you receive no notification from the browser. When you configure the browser to prompt, a dialog box appears the first time Contact Center Manager Administration requires the control. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. If a control is already installed on the client PC, it is not downloaded a second time. The system automatically upgrades these controls if a newer version of the control is detected on the Contact Center Manager Administration server, up to the version specified by Contact Center Manager Administration. For information about viewing the controls that are already installed on your client PC, see “Viewing the list of installed controls” on page 308.
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Controls that are downloaded to the client PC The following table lists all the controls that must be downloaded to the client PC if it is used to access all Contact Center Manager Administration components (except Audit Trail, which has no dependency on controls). Some controls are required for more than one component, but you need to install them once only.
Control
Crystal Reports Viewer
Client Install Location*
Control File
Windows\ ActiveXVie crviewer.dll Downloaded werMod.cab Program Files
Emergency Windows\ Help System32 Pop-up Menu
CAB file
EHCtrl.cab
iceemhlp control.dll
Windows\ iemenu.cab iemenu.cab Downloaded Program Files
Company Purpose
Version
Business Objects
Enables Crystal Reports viewer.
10.0.5.587
Nortel
Emergency 6.0.0.0 Help
Microsoft Internet Explorer Pop-up Menu
4.71.115.0
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel per Downloaded r.cab Control.ocx Program Files
Date 6.0.0.4 formatting
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel perCtrl Downloaded erCtrl.cab Control.ocx Program Files
Chart 1.0.0.0 functionalit y for RealTime Displays
Real-time Windows\ Display System32
304
RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13 ll Microsoft displays
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Control
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Control File
Company Purpose
ActiveTree Windows\ ssTree.cab View Downloaded Program Files
SSTree.ocx
Infragistic Navigation 1.0.4.20 s tree functionalit y
DB Grid 8 Windows\ System32
—
Compone Data grid 8.0.20042.3 nt One functionalit 29 y
Scripting Editor
CAB file
todg8.ocx
Version
Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8 Downloaded ext.cab xt.ocx Microsoft functionalit Program y Files
Historical Windows\ HRCtrl.cab hrctrl.dll Reports Downloaded Control Program Files
Nortel
Historical 6.0.0.6 Reports
If you plan to install a release earlier than SU04, the SOAP 3.0 client is also required on the client PC. For more information about installing the client version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional),” on page 284.
Controls and your local security policy (Windows 2000 only) If the client PC runs on Windows 2000, your local settings of the security policy Unsigned non-driver installation behavior on the PC determine if warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or if the required controls can be downloaded at all. Verifying your local security policy settings (Windows 2000 only) The following procedure is applicable only to Windows 2000. If your client PC runs any other operating system, the security policy does not affect the downloading of controls, and you need not perform this procedure. Installation and Maintenance Guide
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Click Start > Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
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4
In the right pane, scroll down to the Devices: Unsigned non-driver installation behavior policy.
5
Under the Security Setting column, verify the current setting for this policy. The possible values are:
Silently succeed—All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, one or more warning windows appear, in addition to those resulting from the settings you chose when configuring Internet Explorer.
Do not allow installation—You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
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To change the setting that appears, right-click this policy, and select Security from the menu. Result: The Local Security Policy Setting window appears.
7
From the Local policy setting list, select the new policy setting (select either Silently Succeed or Warn but allow installation, based on your preference).
8
Click OK to save your changes.
9
Close the Local Security Policy Setting window.
Automatically downloading controls Nortel recommends that you configure Internet Explorer to enable or prompt when downloading signed ActiveX Controls (see“Configuring Internet Explorer 6.0 or later on the client PC,” on page 269). When you configure the browser to download signed ActiveX Controls, the control is automatically downloaded to the client PC the first time the Contact Center Manager Administration component in which you work requires it and you receive no notification from the browser. When the browser is configured to prompt, a dialog box appears the first time Contact Center Manager Administration requires the control. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. When this dialog box is displayed,
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you must choose to accept the control before the system downloads the control to the client PC. You receive a prompt to accept the control only the first time that the Contact Center Manager Administration component in which you work requires it. For a list of the controls required by each component, see “Controls that are downloaded to the client PC” on page 304. Both regular Windows users and domain users who log on to client PCs running Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs. If you install SU04 or later, SOAP is not required.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. After a user with administrator privileges successfully downloads the required controls to the client PC, users who are not members of the Power Users group or users who do not have administrator privileges can use all Contact Center Manager Administration components on the client PC to which they have access.
Viewing the list of installed controls To verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options dialog box appears.
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On the General tab, under the Temporary Internet files heading, click Settings. Result: The Settings dialog box appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window.
Deleting controls You can delete any of the controls from the list of installed controls on the client PC. However, note that if Internet Explorer used the control, you may need to close the browser and reopen it before the system lets you delete the control.
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Permissions on the client PC and downloading controls If your contact center security policy does not allow all users to log on to the client PCs with administrator privileges, the automatic download process for the Contact Center Manager Administration controls do not function. To install the required controls on the client PCs, select one of the following options.
Log on to each client PC with administrator privileges, connect to the Contact Center Manager Administration server, and automatically download all required controls by opening all applicable components and windows that require these controls. For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel bundled the required controls into a single file called ActiveX Controls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who logs on to the PC. For information, see “Running the ActiveX Controls.msi file from an SMS server” on page 310. If you have no SMS server, a user with administrator privileges can launch the ActiveX Controls.msi file on each client PC individually to install all the required controls at once (without having to log on to Contact Center Manager Administration). For information, see “Running the ActiveX Controls.msi file on each client PC” on page 311.
Both regular Windows users and domain users who log on to client PCs running Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs. If you install SU04 or later, SOAP is not required.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Running the ActiveX Controls.msi file from an SMS server Because installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company guidelines to install the ActiveX Controls.msi file on the SMS clients in your network. 310
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In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows Group Policy. For details, see the documentation on the Microsoft Web site at www.microsoft.com. If you install Windows Vista on the client PCs, to push out the ActiveX Controls.msi file to client PCs using an SMS server or Group Policy, you need elevated administrator privileges. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the SMS server with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
From the Contact Center Manager installation DVD, copy ActiveX Controls.msi to the desired directory on the SMS server.
5
Double-click ActiveX Controls.msi to run the installation and install the files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC Complete this procedure to install all required controls on each client PC individually. This procedure is useful if your company security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ActiveX Controls.msi file on each PC. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the client PC with administrator privileges.
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3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
In the this directory, double-click ActiveX Controls.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the welcome window.
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Click Next. Result: The Ready to Install the Program window appears.
6
Click Install. Result: The program installs the files and the completed window appears.
7
Click Finish.
8
Perform this procedure on each client PC used to access the server and run Contact Center Manager Administration.
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Downloading more recent versions of controls If required by Contact Center Manager Administration, Internet Explorer automatically downloads a more recent version of the control than the version that you originally installed. You can download more recent versions of the controls without adversely affecting Contact Center Manager Administration functionality. For information about viewing the version number of the controls installed on the client PC, see “Viewing the list of installed controls” on page 308.
What is next? Install and configure Agent Desktop Display. For details, see Section C:“Configuring agent workstations,” on page 315.
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Section C: Configuring agent workstations
In this section Step 10. Install and configure Agent Desktop Display
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Step 10. Install and configure Agent Desktop Display Agent Desktop Display is a Windows-based tool that provides skillset monitoring to Contact Center Manager Server agents. Agents or supervisors can log on to Agent Desktop Display using their phoneset logon ID and view realtime statistics for each skillset to which they belong. The Agent Desktop Display tabular format appears as a window with several columns. This window can be moved, minimized, resized, closed, or set to always stay on top of the desktop like any standard Microsoft window. The application continually verifies that the agent is logged on to the server in Contact Center Manager Server by checking with the Contact Center Manager Administration server once every minute. It also checks the list of skillsets that are assigned to the logged-on agent once every 3 minutes and updates the display accordingly. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC as a user with Administrator privileges to install or upgrade Agent Desktop Display. This also applies if you install the client portion of Agent Desktop Display on the Contact Center Manager Administration server. For information about upgrading Agent Desktop Display from Release 4.0 to 4.5, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/SU05. For information about upgrading Agent Desktop Display from Release 4.5 to 6.0 on Windows Server 2003, see Section C:“Postupgrade tasks on the CCMA server” on page 821.
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Versions of Agent Desktop Display and compatibility with Contact Center Manager Administration The following matrix shows Agent Desktop Display compatibility. CCMA 6.0 and Symposium Call Center Server 5.0 Agent Desktop Display YES 4.5 Agent Desktop Display 6.0
YES
CCMA 6.0 and CCMS 6.0
NO YES
Agent Desktop Display 6.0 connecting to Symposium Web Client 4.5 The Agent Desktop Display 6.0 client software is incompatible with the Symposium Web Client 4.5 software that is installed on the Contact Center Manager Administration server. After you upgrade the client PC from Agent Desktop Display Release 4.5 to Release 6.0, you cannot use the Agent Desktop Display component when the client PC connects to an Contact Center Manager Administration server running Symposium Web Client 4.5. Agent Desktop Display 4.5 connecting to Contact Center Manager Administration 6.0 In some mixed network environments, you may want to continue to use Agent Desktop Display 4.5 even if you upgrade to Contact Center Manager Administration 6.0. Agent Desktop Display Release 4.5 is compatible with a Contact Center Manager Administration 6.0 server. However, Agent Desktop Display Release 4.5 is not compatible with Contact Center Manager Server 6.0. When you use a client PC running Agent Desktop Display Release 4.5 to connect to a Contact Center Manager Administration 6.0 server, a message appears notifying you that there is a newer version of the client software available and prompts you to upgrade the software to Release 6.0.
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If you choose not to upgrade your Agent Desktop Display software, you can continue to use Agent Desktop Display Release 4.5 with Symposium Web Client 4.5 and Contact Center Manager Administration 6.0. However, you cannot access any of the new Agent Desktop Display features that are only available in Release 6.0. For information about upgrading Agent Desktop Display, see Section C:“Postupgrade tasks on the CCMA server” on page 821. If you use Agent Desktop Display on a client PC that connects to multiple Contact Center Manager Administration servers, you must ensure that each Contact Center Manager Administration server has the same version of Contact Center Manager Administration installed.
To install and configure Agent Desktop Display on a client PC For information about upgrading Agent Desktop Display, see Section C:“Postupgrade tasks on the CCMA server” on page 821. For information about installing Agent Desktop Display on the Contact Center Manager Administration server, see “Installing and configuring Agent Desktop Display on the Contact Center Manager Administration server,” on page 326. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC with administrator privileges to install Agent Desktop Display. This requirement also applies if you install the client portion of Agent Desktop Display on the Contact Center Manager Administration server. To install Agent Desktop Display on a client PC, run the setup program for the client version of the program. You must configure the agent displays on each client to connect to the Contact Center Manager Administration server and to the server in Contact Center Manager Server after installation is complete. You can use this procedure to install both the standard English version and the multilanguage support version of the Agent Desktop Display client software.
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Installing and configuring Agent Desktop Display on a client PC The most up-to-date version of Agent Desktop Display setup.exe (including recent patches and Service Updates) is available on the Contact Center Manager Administration server at:\Program Files\Nortel Networks\WClient\Apps\ADD\ADD Client where is the directory where you install Contact Center Manager Administration Depending on your network security policy, you can install the setup.exe file directly on to the client PC or you can download the setup.exe file to a shared network location and install the setup.exe from the shared network location. You must perform these steps on each client PC requiring access to Agent Desktop Display. 1
Log on to the client PC with administrator privileges.
2
Browse to the shared network directory on the Contact Center Manager Administration server at: \Program Files\Nortel Networks\WClient\Apps\ADD\ADD Client. Result: The folder opens.
3
Double-click the setup.exe file. Result: The Choose Setup Language dialog box appears.
4
From the list, choose the language in which to install or upgrade Agent Desktop Display. You can choose from English, French, German, Japanese, and Traditional Chinese. If you connect to a co-resident server to use Agent Desktop Display, you cannot use French or German. If the server also contains Communication Control Toolkit, you can use English only.
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Click OK. Result: The system prepares for setup and the Welcome to the InstallShield Wizard for Agent Desktop Displays window appears.
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Click Next. Result: The Customer Information dialog box appears.
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In the User name box, type a user name.
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In the Organization box, type your Company name. Contact Center Manager Administration
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Under the Install this application for heading, Select the Anyone who uses this computer (all users) option.
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Click Next. Result: The Setup Type dialog box appears.
11
To install all Agent Desktop Display components in the default directory, select the Complete option. Proceed to step 18. OR To select which Agent Desktop Display components the system installs, to change the default installation directory, or to confirm available hard disk space, select the Custom option. Proceed to the next step.
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Click Next. Result: The Custom Setup dialog box appears.
13
To change the default directory path, click Change. Result: The Change Current Destination Folder dialog box appears.
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In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. Contact Center Manager Administration
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To return to the Custom Setup window, Click OK. If you upgrade from a previous version of Agent Desktop Display, you cannot choose the directory in which to install the software; you must install the upgrade in the same folder in which the original software is installed.
16
To confirm your available hard disk space, click Space. Result: The Disk Space Requirements window appears.
17
Review the available hard disk space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. The Disk Space Requirements window appears automatically if you attempt to install Symposium Agent Desktop Display on a drive that does not have enough free disk space.
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Click Next. Result: The Ready to Install the Program window appears.
19
Click Install. Result: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Otherwise, the Installing Agent Desktop Display window appears and installation begins. When installation is complete, the Server Configuration dialog box appears.
If you upgrade from a previous version of Agent Desktop Display, the Server Configuration window does not appear. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server Configuration window in the application. 324
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20
In the Contact Center Manager Administration: Active text box, type the IP address or hostname of the active Contact Center Manager Administration server.
21
In the Contact Center Manager Server: Active text box, type the IP address or hostname of the active Contact Center Manager Server.
22
(Optional) If you install a standby Contact Center Manager Administration server, in the Contact Center Manager Administration: Standby text box, type the IP address or hostname of the standby Contact Center Manager Administration server.
23
(Optional) If you install a standby Contact Center Manager Server, in the Contact Center Manager Server: Standby text box, type the IP address or hostname of the standby Contact Center Manager Server. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. When you type the IP address of Contact Center Manager Server, if you install Agent Desktop Display on a Terminal Services/Citrix server, all agents who use Agent Desktop Display from this particular server must be configured on the same server in Contact Center Manager Server.
24
Click Save. Result: The InstallShield Wizard Completed window appears.
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25
Click Finish.
26
Close all windows to complete the procedure.
Installing and configuring Agent Desktop Display on the Contact Center Manager Administration server The procedure to install Agent Desktop Display on the Contact Center Manager Administration server is the same as the procedure to install Agent Desktop Display on the client PC. For details, see “Installing and configuring Agent Desktop Display on a client PC,” on page 319. Additionally, if you install Agent Desktop Displays on a Contact Center Manager Administration server that uses proxy settings for Internet Explorer, ensure that the proxy settings exceptions list includes the full computer name and IP address of the Contact Center Manager Administration server for Agent Desktop Displays to function. Configuring proxy settings exceptions list with Contact Center Manager Administration server name and IP address 1
On Internet Explorer, click Tools > Internet Options. Result: The Internet Options dialog box appears.
2
On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings dialog box appears.
3
In the Proxy server section of the Local Area Network (LAN) Settings window, select Advanced. Result: The Proxy Settings dialog box appears.
4
In the Exceptions section of the Proxy Settings window, enter the full computer name of the Contact Center Manager Administration server and the Contact Center Manager Administration IP address. To determine the full computer name of the Contact Center Manager Administration server, click My Computer > Properties > Network Identification.
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Click OK.
6
Close all windows to complete the procedure.
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Installing Simple Object Access Protocol on the Agent Desktop Display client PC (Contact Center Manager Administration server has Windows Server 2003) If you install SU04 or later, SOAP is not required on the client PC. Before you can use Agent Desktop Display Release 6.0, the client PC must install the client SOAP 3.0 software (clientSOAP.msi). When the Contact Center Manager Administration server is running Windows Server 2003, and you upgrade the client PC to Release 6.0 of the Agent Desktop Display software, you must manually install the SOAP software on each client PC (if the PC does not already contain this software). You must log on to the client PC with administrator privileges to complete the installation of the client SOAP software. For details about the installation procedure for the client SOAP 3.0 software, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
To configure multiple language support in Agent Desktop Display To work in multiple languages in Agent Desktop Display (ADD), first install the ADD server software as a normal English installation on the client PC. (The server software contains the translated language components.) Then you must install the client portion of the ADD software on each client PC that launches Agent Desktop Display. For more information about installing the client software, see “To install and configure Agent Desktop Display on a client PC,” on page 318. When the Contact Center Manager Administration server is running Windows Server 2003, you can only use the Agent Desktop Display 6.0 version of the client software to view the Agent Desktop Display. Previous versions of the Agent Desktop Display client software are incompatible with Contact Center Manager Administration when it is installed on a Contact Center Manager Administration server that is running Windows Server 2003.
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To change the language in which you view displays To change the language in which you view the displays, log on to Agent Desktop Display, and then right-click the display. A series of languages appears in a menu, enabling you to choose the language in which you want to work. The languages available are only those for which there are localized strings installed. These languages must also belong to the same language family as the operating system of the client PC on which you install Agent Desktop Display. For example, if you install the ADD client software on a PC that is running the French version of the Windows operating system, multilingual agents who share this same PC can switch from French to English or German by choosing the language from the menu. These languages belong to the same language family as French and, therefore, the translated versions of ADD are included in the ADD client installation. If you upgrade ADD, any localization upgrades are implemented as part of the normal upgrade procedure.
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Chapter 5
Migrating Classic Client In this chapter Overview
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Migrating Filters
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Migrating historical reports
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Migrating real-time displays
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Migrating graphical real-time displays (GRTD)
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Migrating agent-skillset and agent-supervisor scheduled assignments
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Migrating user types
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Migrating NCC routing table scheduled assignments
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Removing associated supervisors
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Overview This chapter describes how to migrate the following Classic Client data to Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic Client. The procedures in this chapter are required only if you use Symposium Call Center Server 5.0 administered by at least one Classic Client and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because Contact Center Manager Server 6.0 does not support Classic Client, if you use Classic Client to administer your Symposium Call Center Server, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. If you are a new user to Contact Center Manager Administration 6.0 and Contact Center Manager Server and have no Classic Clients in your network, you need not perform the procedures in this chapter.
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Migration checklist Classic Client Migration checklist
✓
Read the documentation for performing a migration.
❏
Gather the materials required for the migration.
❏
Migrate data from Classic Client to Contact Center Manager Administration.
❏
Filters Migrate filters
Historical reports Locate scheduled reports
❏
Migrate or reimport reports
❏
Reschedule reports
❏
Delete reports from Classic Client
❏
Real-time displays Migrate real-time displays
❏
Graphical real-time displays Migrate graphical real-time displays
❏
❏
Agent-skillset and agent-supervisor scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
User types
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Migrate user types as required: desktop, desktop supervisor, desktop supervisor agent, supervisor, agent, supervisor agent
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Network Control Center (NCC) routing table scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
Remove associated supervisors from Classic Client
❏
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Migrating Filters With the filters feature, you can select the sites and resources to be included in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Contact Center Manager Server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you define and save. You can use filters migrated from the Classic Client in Contact Center Manager Administration. While each of the Classic Client filters contains only one type of data – either skillsets, applications, route numbers, route names, Dialed Number Identification Service (DNIS) numbers, or DNIS names – you can add different types of data to these filters after you import them into Contact Center Manager Administration by using the filters tabs in Historical Reporting. With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters. Use the tool to:
retrieve the existing filter information from the Network Control Center master database (MDB). reformat and save filters in the Active Directory.
Migrating filters 1
Access the Filter Set Upgrade Tool at \\Nortel Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe. Only the administrator or the webadmin user use this tool.
2
In the Path of NCC Database box, type the path of the Network Control Center filter (database file). OR
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Click the browse button appropriate file.
Standard 10.15
to search for the file, and then select the
Result: The Path of NCC Database field is populated.
3
Click Save Data. Result: The filter is now reformatted and saved to the Active Directory.
4
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Click Close.
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Migrating historical reports Historical reports are stored differently in Contact Center Manager Administration and Classic Client. Classic Client Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running Classic Client or on a network PC designated by supervisor stores and controls all schedules on the Symposium Call Center Server. These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration Contact Center Manager Administration:
stores all custom reports on the Contact Center Manager Administration server stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic Client to Contact Center Manager Administration. User-created reports User-created reports are customer report templates created with Crystal Reports and imported into Classic Client. User-created reports and their schedules can be migrated from the Classic Client if they were created using Crystal Reports software (version 9.0 or earlier). You can migrate the following types of usercreated reports: Historical, Configuration, and Parameterized reports. User-defined reports User-defined reports are user reports saved from the standard Classic Client reports, such as the Agent Performance report. Contact Center Manager Administration also provides the same set of standard reports. Migrating userdefined reports involves re-creating the report manually using the same standard template that exists on Contact Center Manager Administration, specifying the same criteria, and saving it. Installation and Maintenance Guide
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You cannot migrate user-created reports if they were created with any other ODBC or Structured Query Language (SQL) compliant writer. These reports must be recreated in Contact Center Manager Administration. If the user-created reports were created with an earlier version of Crystal Reports 9.0, test the reports for compatibility with Contact Center Manager Administration before deleting them in Classic Client. In Contact Center Manager Administration, historical reports can be shared using report groups. Consider using this feature as it can reduce the number of reports required to be imported. If your reports are scheduled reports, you must schedule each report in Contact Center Manager Administration and remove the schedule from the Symposium Server through the Classic Client. If the schedule is not removed from the Symposium Call Center Server, the report runs twice if the Classic Client is installed and the report listener is running. Migrating user-created reports To migrate user-created reports, you must complete the following tasks:
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1.
Create a shared directory on the client PC or on a network PC to store usercreated templates for the users.
2.
On each Classic Client, find the user-created reports and note the path of the directory where each file is stored. For information about finding usercreated reports, see “Finding user-created reports in Classic Client” on page 337.
3.
Copy each .rpt file to the shared directory that you created.
4.
Log on to Contact Center Manager Administration and import each usercreated report. For details about importing reports, see “Importing usercreated reports into Contact Center Manager Administration” on page 338.
5.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Schedule reports” on page 343.
6.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For details, see “Deleting a report schedule from Classic Client” on page 348. Contact Center Manager Administration
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Delete the user-created report from the Symposium Call Center Server. For details, see “Deleting user-defined or user-created reports from Classic Client” on page 349.
Migrating user-defined reports To migrate user-defined reports, you must complete the following tasks: 1.
On each Classic Client, find the user-defined reports and note the selection criteria for each report. For information about finding user-defined reports, see “Finding user-defined reports in Classic Client” on page 342.
2.
Log on to Contact Center Manager Administration, find the corresponding standard report (for example, the Agent Performance report) and enter the same selection criteria for each report and save the report. For information, see “Defining user-defined reports in Contact Center Manager Administration” on page 342.
3.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For information, see “Schedule reports” on page 343.
4.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For information, see “Deleting a report schedule from Classic Client” on page 348.
5.
Delete the user-defined report from the Symposium Call Center Server. For information, “Deleting user-defined or user-created reports from Classic Client” on page 349.
Finding user-created reports in Classic Client On each supervisor machine, perform the following steps: 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, check for any reports that are user created by looking at the Types column. Right-click on each user-created report and note the path to the location where the file is stored.
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Importing user-created reports into Contact Center Manager Administration 1
From the Contact Center Manager Administration Launchpad, click on Historical Reporting. Result: The Historical Reporting window appears.
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Select the Contact Center Manager Server from which you want to run the report (for example, the Ottawa server). Result: The server expands to reveal a choice between public, private, and any group folders created.
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On the menu, click Report > Import. Result: The Template Importing Wizard appears.
4
Click Next.
5
(Optional) Select the Synchronize report template from the network drive check box. If this box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user-created reports from the source network drive every time you modify the report using Crystal Reports on the network drive. This means if you modify your source report template on the network drive/PC, you do not need to import the report to the Contact Center Manager Administration server.
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To use this option, ensure the network PC is preconfigured to use it. For information, see the Contact Center Manager Administration Installation and Maintenance Guide or contact your administrator.
6
Enter the network path of the report template as follows: \\NetworkPC name\shared folder name\report templatename.rpt Result: The CCMA application saves the network path of the template (TemplatePath) and last modified date (LastModified) of the report template file. Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if report template is modified on the network drive after import).
7
Enter the template name.
8
From the Report is based on the following data list, select one of the following: Historical, Configuration, or Parameters. To import a historical report, enter the database alias. This is the database view name for the SQL query. Call-by-call reports take much longer to generate than do reports that collect other types of data.
9
Enter the timestamp field (if the timestamp field is not in the correct format, the report does not run).
10
Select the Report Data Range option. The choices are Interval, Daily, Weekly, and Monthly.
11
Click Next.
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Click Finish. Result: The report is added to the list in the Reports window. If you select the Configuration option, you need not specify an alias. To determine the alias of a database, open the report in Crystal Reports and choose Database > Set Alias. The Timestamp field is not required for a configuration report.
For more information about importing reports, see to the Contact Center Manager Administration online Help. Finding user-defined reports in Classic Client 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, look for any reports that are user defined.
5
Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration using the user logon name provided by your administrator.
2
Open the Historical Reporting component.
3
Click on the required Contact Center Manager Server.
4
Open up the equivalent standard report, and enter the same selection criteria.
5
Save the report as a private report or to a shared report group and schedule it.
Locating scheduled reports in Classic Client Because you can store reports on individual PCs or on the network, it is important to locate the reports and make note of each report location or network path prior to migrating it. To see all of the current scheduled reports prior to migration, use Scheduler in Classic Client. This tool shows all currently scheduled reports. 342
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1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed. Make note of the reports and their schedules for migration.
Schedule reports For more information about scheduling reports, see the Contact Center Manager Supervisor’s Guide.
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Defining the report schedule 1
From the Time zone list, select the time zone in which to run or schedule your report. ATTENTION
2
The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see the Supervisor’s Reference Guide for Symposium Web Client 4.5. This document is posted on the Web site www.nortel.com.
In the Schedule area, clear the Not Scheduled check box. Result: The schedule boxes appear.
3
Select the check boxes that correspond to the type of data range you want. You can select or enter information in the following boxes. Schedule boxes available for Interval data range During the period from X to Y—Select to schedule an interval report to be generated at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, select this option to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the times in the boxes. On X at Y weekly—Select to generate an interval report on a particular day, at a particular time every week. For example, click this button to generate a report every Monday morning at 9:00 a.m. At X every day/specific days of the week/specific dates—Select to generate an interval report at a specific time every day, or on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month. Schedule boxes available for Daily data range
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At X today/every day/days of the week/specific dates—Specify the time at which you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday. Schedule boxes available for Weekly data range At X this week/every week—Specify the time and day at which you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday. At X on specific dates—Specify the time and dates on which you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month. Schedule boxes available for Monthly data range On the X in Y at Z—Select to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday every month at 12:00 p.m. On day X at Y—Select to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. On specific dates at X—Select to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m. 4
Continue with the procedure “Defining output options” on page 345.
Defining output options After you set up the report schedule, define the way the system generates it. You can specify whether you want to print the scheduled report when it is generated or save it as a file, or both. If you choose to print the report, you can select the paper size. You can also specify one or more e-mail addresses to which the system can send notification that the system successfully generated the report or that problems occurred preventing the system from generating the report. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure that you can use to repair the problem and generate the report again.
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If you choose to print the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the output file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the computer must be within the same domain as the Contact Center Manager Administration server. To send a scheduled report to a printer, ensure that you configure a default printer on the Contact Center Manager Administration server. If you define no default printer, you can send reports only to a file. 1
Select the print check box or the output to file check box, or both.
2
To print the report:
3
from the Printer list, select the printer to which you want to print the scheduled report.
From the Paper Size list, select the appropriate paper size for the printed report.
To send the report to a file, in the Output box, type the path to the shared output folder. The path must have the format \\[computer name]\[shared folder name]\[file name], without the file extension. Example: To send the Agent Performance report, agent, to the shared folder, reports, on the Contact Center Manager Administration server, appsvr, in the Output box, type \\appsvr\reports\agent.
4
To save the report with a different name each time it is generated, select the Save file under different name each time check box. If you leave this check box clear, the system overwrites previously generated reports with the updated versions every time a report is generated.
5
From the Format list, select the export file format to use.
6
Select the Send notification e-mail to check box to receive notification from the system when the report was generated.
7
Enter one or more e-mail addresses in the box. You can type a maximum of 255 characters in the box with each e-mail address separated by a semicolon (;).
8
Click Submit. Result: The report is saved.
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Click Activate. Result: The report schedule is activated.
Activating a report You can activate a report schedule in two ways:
1
Click Activate in the Report Properties window after you schedule a new report and click Submit, or after you modify an existing report schedule and click Submit. Click Activate in the Scheduled Events window. For step-by-step instructions, see the following procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to activate.
3
Click Activate. Result: The report schedule is activated.
Deactivating a report You can deactivate a report schedule in two ways:
1
Click Deactivate in the Report Properties window when you view the properties of a scheduled report. Click Deactivate in the Scheduled Events window. For step-by-step instructions, see the following the procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to deactivate.
3
Click Deactivate. Result: The report schedule is deactivated.
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Deleting a report schedule from Classic Client 1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed.
5
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From within Scheduler, right-click the schedule.
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Select Delete. Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client You must delete scheduled assignments and running of reports from the Symposium Call Center Server through the Classic Client or the Server Utility before removing Classic Client to avoid schedule conflicts. From the system tree, select the report and choose Report > Delete. If the report schedule is active, you must deactivate it before you can delete the report.
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Migrating real-time displays This section describes how to migrate real-time displays from Classic Client to Contact Center Manager Administration. Classic Client—Stores custom real-time display formats on the PCs running Classic Client. Contact Center Manager Administration—Stores custom real-time display formats on the Contact Center Manager Administration server and requires that you recreate custom real-time displays in Contact Center Manager Administration. Contact Center Manager Administration supports public real-time displays. If many users use the same real-time display, it needs to be recreated once only as a public display format. Migrating real-time displays
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1
Log on to the server using the Classic Client.
2
Expand Reports & Displays.
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Double-click Real-Time Displays. Result: The Real-Time Displays window appears.
4
Under Display Type, note the type of each display.
5
Right-click on each display and select Properties. Result: The Real-Time Display Properties dialog box appears.
6
Under the General tab, note the Refresh Rate and the View Mode.
7
Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time display
formulas listed for each column in the Formula field
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configuration settings listed under Selected Column
8
Log on to Contact Center Manager Administration.
9
Select Real-Time Reporting on the Launchpad.
10
Select the required server in the server tree.
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Create new displays of the same type that you noted from Classic Client.
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Under the Properties tab for each display, configure the properties for the new display using the information from Classic Client.
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Under the Columns tab for each display, configure the columns for the new display using the information from Classic Client.
Note: The mechanism to create displays in Classic Client differs from that in Contact Center Manager Administration. This may mean that you are not able to recreate the displays in Contact Center Manager Administration exactly as they are configured in Classic Client.
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Migrating graphical real-time displays (GRTD) To migrate graphical real-time displays from Classic Client to Contact Center Manager Administration 6.0, you must note the configuration parameters for each graphical real-time display in Classic Client and then manually recreate the displays in Contact Center Manager Administration. Time charts are not available in Contact Center Manager Administration. You can create connections after the supervisor creates all their constituent displays.
Migrating application and skillset billboards Perform the following steps on each supervisor machine that has Graphical Real-Time displays installed. 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the billboard that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
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Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this billboard.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this billboard, in particular, note the threshold parameters.
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Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
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From the server list, select the server on which you want to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
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14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards consult the Contact Center Manager Administration online Help.
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Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset billboards that you want to migrate to Contact Center Manager Administration.
Migrating application and skillset charts 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the chart that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
3
Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this chart, in particular, note the chart type.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this chart, in particular, the threshold parameters.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
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From the Server list, select the server on which to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards consult the Contact Center Manager Administration online Help.
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Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
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Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset charts to migrate to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments Set up the schedules of agent-to-skillset and agent-to-supervisor assignments after migrating them from Classic Client to Contact Center Manager Administration. Classic Client:
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.
Contact Center Manager Administration:
Stores assignments in the Contact Center Manager Server (Symposium Call Center Server) database. Stores and controls schedules on Contact Center Manager Administration Contact Center Manager Administration server. Contact Center Manager Administration uses the Window Task Scheduler, which is part of the Contact Center Manager Administration server operating system, to schedule assignments.
Open and schedule each assignment through the Contact Center Manager Administration component in Contact Center Manager Administration. After scheduling the assignment in Contact Center Manager Administration, delete the schedule from Classic Client. If you do not delete the schedule from Classic Client, the assignment runs twice. ATTENTION
Ensure that all the schedules are removed prior to upgrading to Contact Center Manager Administration.
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1
Log on to the server using the Classic Client.
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Select Assignments. Contact Center Manager Administration
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Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
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Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
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5
Note the schedule information.
6
Log on to Contact Center Manager Administration.
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Select Contact Center Management on the Launchpad.
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From the View menu select Assignments. Contact Center Manager Administration
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Select the server in the server tree.
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Click on the Agent Skillset Assignments folder or Agent Supervisor Assignments folder.
11
Select each assignment.
Result: The schedule information appears in the Save/Schedule Assignments section.
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Enter the schedule data in the Save/Schedule Assignments section.
13
Click the Schedule button. Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
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Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
4
Right-click each assignment and select Edit Schedule. Result: The schedule information appears.
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5
Update the schedule to Not Scheduled.
6
Click Save.
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Migrating user types With Classic Client, you could create six types of users of which only the first three could access the Classic Client. Desktop user—Used to log on to Wallboard or third-party applications, can also be used to administer the Classic Client functionality depending on privileges. Desktop Supervisor user—A supervisor in the contact center, supervising agents. Also has access to the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Desktop Supervisor Agent user—A supervisor in the contact center, supervising agents and is also an agent. Also has access to log into the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Supervisor user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Agent user—Assigned to a skillset used to take calls within the contact center. Supervisor Agent user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Assigned to a skillset used to take calls within the contact center. The Classic Client is now replaced by the Server Utility. If you log on through the Server Utility, you see all six types of users. When migrating from Classic Client to Contact Center Manager Administration, you must perform the following tasks for each user type. Migrating Desktop users No action is required. The Desktop user type is available in Server Utility. Sysadmin can log on to the Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users This user type is no longer required in the Server Utility. Installation and Maintenance Guide
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1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users This user type is no longer required in the Server Utility. 1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Supervisor users No action is required.
Migrating Agent users No action is required.
Migrating Supervisor Agent users No action is required.
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Migrating NCC routing table scheduled assignments This section describes how to migrate scheduled assignments from Classic Client to Contact Center Manager Administration and how to delete scheduled assignments from Classic Client. Migrating scheduled assignments 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments. Result: The Table Routing Assignment list appears.
4
Right-click each assignment.
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Select Edit Schedule. Result: The schedule information for each assignment appears.
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6
If the Routing Table Assignment is scheduled, note the schedule information.
7
Log on to Contact Center Manager Administration.
8
Select Configuration Component on the Launchpad.
9
Select Network Control Center Server in the server tree.
10
Expand the Sites node by clicking the plus sign (+).
11
Select Assignments.
12
Expand Assignments by clicking the plus sign (+).
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Select each assignment. Result: Assignment information appears in the right-hand pane.
14
Enter the schedule information under Save/Schedule Routing Table Assignments using the information noted in Step 6.
15
Click Schedule. Result: Assignment is rescheduled.
16
Repeat for each Assignment.
Deleting assignments from Classic Client 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments.
4
Right-click each assignment.
5
Select Edit Schedule. Result: The schedule information for each assignment appears.
6
Update the schedule to Not Scheduled.
7
Click Save.
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Removing associated supervisors In Contact Center Manager Administration 6.0, the partitions feature replaces the Classic Client concept of associated supervisors. If you migrate from Classic Client to Contact Center Manager Administration, the associated supervisors may block a deletion of a supervisor. For this reason, Nortel recommends that you remove associated supervisors from Classic Client when migrating to Contact Center Manager Administration. If you do not perform this step, Contact Center Manager Administration removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client 1
Log on to the server using Classic Client.
2
Select User Administration.
3
Double-click Users. Result: A list of all users appears.
4
Right-click on the name of a user whose associated supervisors you want to remove.
5
Select Properties from the resulting menu. Result: The User Properties dialog box appears.
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6
Select the Supervisor tab.
7
In the Associated Supervisors window, select all the listed supervisors.
8
Click Remove.
9
Click Save.
10
Close all windows to complete the procedure.
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How to install and configure the replicating server (optional) In this chapter Overview
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Section A: Prepare the replicating server for the installation
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Section B: Install the software on the replicating server
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Section C: Postinstallation on the replicating CCMA server
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Overview This chapter describes how to install and configure a replicating Contact Center Manager Administration server. A replicating server is an optional part of a Contact Center Manager Administration resiliency strategy and requires a second Contact Center Manager Administration server. To learn more about the requirements and advantages of replication, see “Install primary and replicating CCMA servers” on page 53 and Chapter 14, “Resiliency (backup, restore, and disaster recovery).” The procedures in this chapter are optional. If you do not plan to install a replicating server at this time, you can proceed to Chapter 4, “Configuring the client PC and agent workstations.” Before performing the procedures in this chapter, you must install a primary Contact Center Manager Administration server by following the procedures in Chapter 3, “Install the software on the primary server.” Replication is possible only when the primary server and the replicating servers are members of the same domain. If you installed your primary server as a workgroup, you must change the primary server to a domain before you can install a replicating server. If you reinstall Contact Center Manager Administration, or if you upgrade from an earlier version of Symposium Web Client, you must follow a different series of steps. For information, see Chapter 7, “Upgrading.” This chapter includes the following information:
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Section A:“Prepare the replicating server for the installation,” on page 381.
Section B:“Install the software on the replicating server,” on page 421.
Section C:“Postinstallation on the replicating CCMA server,” on page 461
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This chapter does not include the steps to install and configure Windows Server 2003 Enterprise or Standard edition on the Contact Center Manager Administration server. Nortel recommends that you read the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide to obtain important information about the configuration requirements on the Contact Center Manager Administration server before proceeding with the tasks in this chapter. Nortel also recommends that you consult the Contact Center Planning and Engineering Guide and the Contact Center Installer’s Roadmap before completing the procedures in this guide.
Timing The following installation times provide guidance on the time required for software installation.
Preinstallation (including operating system installation/configuration): 2 hours. For details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
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:
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
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Section A: Prepare the replicating server for the installation
In this section Step 1. Read relevant documentation for performing a new installation
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Step 2. Install your remote support access tool
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Step 3. Install Sybase Open Client version 12.5
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Step 4. Install the Crystal Enterprise 10 Embedded software
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Step 1. Read relevant documentation for performing a new installation Before you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Contact Center Installer’s Roadmap and contains important information that you need when performing the installation. Before you perform an installation, check for any Installation Addenda or updated customer documentation on the Nortel Web site at www.nortel.com, or the Partner Information Center Web site at www.nortel.com/pic.
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Step 2. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on page 385. If a previous version of pcAnywhere is installed on the Contact Center Manager Administration server, consult the Symantec Web site (www.symantec.com) to find out whether you must uninstall this version before installing pcAnywhere 11.5. Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection for Administration as the remote support tool for all PCs in their network. For information about enabling Microsoft Remote Desktop Connection for Administration, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 397. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection for Administration) on the Contact Center Manager Administration server, not both.
Remote Access Services Remote Access Services (RAS) are supported in the following install configurations: Install configuration
RAS is supported
CCMA (stand-alone)
Yes
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Install configuration
RAS is supported
CCMS (stand-alone)
Yes
CCT (stand-alone)
No
CCMA and CCMS (co-resident)
Yes
CCMA, CCMS, and CCT (coresident)
No
RAS and co-residency If you install Contact Center Manager Server on a co-resident server, RAS is not enabled. Nortel recommends that you configure a Virtual Private Network (VPN) connection for the co-resident server. Connecting to the server through pcAnywhere over a VPN connection is supported on co-resident servers with all three applications installed—Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. If Communication Control Toolkit is included in the co-resident installation, in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server through a modem, problems occur due to a potential conflict when a modem driver coexists with Communication Control Toolkit drivers on the same server. One licensed copy of pcAnywhere version 11.5 Host Only is provided on the Contact Center Manager installation DVD. You can use this software license to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Installing pcAnywhere 11.5 Host Only The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. To install Contact Center Manager Administration on a stand-alone server, you must complete this procedure. To install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server only, you need not complete the procedures in this section as pcAnywhere is installed when you install Contact Center Manager Server. If you upgrade from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.5. CAUTION Risk of system failure .
Before you install pcAnywhere version 11.5, consult the driver manufacturer Web sites for available updates to ensure that the video drivers on the Contact Center Manager Administration server PC are current. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, see the pcAnywhere Web site at www.symantec.com.
1
Log on to the Contact Center Manager Administration server as Administrator.
2
Insert the pcAnywhere version 11.5 CD into the server.
3
If autorun starts and you click Install, or if you clicked the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This
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occurs because Terminal Services must be in Install Mode before you can install an application.
4
Click Add or Remove Programs to open the Add or Remove Programs window.
5
Click Add New Programs.
6
Click CD or Floppy.
7
Click Next. Result: The program finds the setup.exe file on the CD.
8
Click Next. Result: The pcAnywhere 11.5 launchpad appears.
9
Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
10
Click Next. Result: The License Agreement window appears.
11
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
12
Enter your username and company details, and then click Next. Result: The Destination Folder window appears.
13
Accept the default location for installing the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
14
Accept the defaults in this window, and then click Next. Nortel recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the software and the LiveUpdate window appears.
16
Click Next. Result: The program installs any updates.
17
Click Finish when it is done.
18
When the wizard prompts you to register pcAnywhere, click Skip. Result: A message box appears asking you to confirm your choice.
19
Click Yes.
20
Click Finish when the installation is complete.
Starting pcAnywhere 11.5 or later for the first time 1
Log on to Windows as Administrator
2
To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server as follows: a. Right-click anywhere on the server desktop. b. On the menu, select Active Desktop. Result: Another menu appears. c. On this menu, ensure that Show Web Content is not selected.
3
From the Start menu, choose All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm. ATTENTION
If the following message “pcAnywhere detected and fixed a display driver problem. Restart your computer to allow the change to take effect.” appears, it indicates that your video driver is incompatible with pcAnywhere. You must uninstall pcAnywhere, update your video driver, and then reinstall pcAnywhere.
Result: The Symantec pcAnywhere window appears. 4
Continue with the following procedure to configure pcAnywhere 11.5.
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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 PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, you can use the installation of pcAnywhere that was completed through the Contact Center Manager Server installation. In this case, you do not need to follow the instructions in this section. If, during the pcAnywhere configuration, you get a message 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
Exit pcAnywhere. Tip: This procedure requires you to browse to a hidden directory. To view hidden directories, follow these steps: a. Open My Computer. b. Choose Tools > Folder Options. c. Click the View tab. d. Scroll down until you see Show Hidden Files and Folders, and select this option. e. Click OK.
2
In Windows Explorer, navigate to C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere where C is the drive on which pcAnywhere is installed.
3
Right-click the pcAnywhere folder icon. Result: A menu appears.
4
From the menu, click Properties. Result: The pcAnywhere Properties dialog box appears.
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5
Click the Security tab.
6
In the Name box, select Administrators.
7
To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure that the Allow check box is selected for Full Control.
8
Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host If you use a modem connection with pcAnywhere, you must configure the modem before you perform this procedure. 1
Log on to the server as Administrator.
2
Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option. Result: The Hosts option on the pcAnywhere manager pane is selected.
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Select File > New > Item > Use Wizard. Result: The Host Setup Wizard dialog box appears.
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5
From the Connection type for this host box, select your modem (if you use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6
From the Optimized for list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard dialog box appears:
8
Ensure that Launch with Windows and Run minimized are selected, and leave all other default settings, as shown in the figure.
9
Click Next. Result: The following Wizard dialog box appears.
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Accept the default values in this window, and then click Next. Result: The following Wizard dialog box appears.
11
Click Add. Result: The Identification dialog box appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you type NGenDist for the logon name, you can use the same NGenDist password that is used in Contact Center Manager Server, or you can use a password of your choice.
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In the Confirm password box, type the same password again. Contact Center Manager Administration
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Click OK.
16
Click Finish to close the wizard. Result: The Hosts window reappears with the new account selected.
17
In the Selected account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties. Result: The Host Properties: dialog box appears.
19
Click the Callers tab.
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In the Caller list, select the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties dialog box appears.
21
Click the Privileges tab.
22
Click the Superuser option button.
23
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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24
Click the Security Options tab.
25
Under Login Options, ensure that Limit login attempts per call and Limit time to complete login are selected and set to 3. Ensure that the Session options are set to Host and Remote, and the Encryption Level is set to None.
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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
Click the Protect Item tab to assign a password to control who can modify the Network icon settings. Otherwise, skip to the next step. ATTENTION
30
If you select the Required to modify properties option on the Protect Item page, you must enter the password each time a setting is changed. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings.
Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
31
Optionally, repeat steps 4 to 30 to create another caller account of your choice (for example, NGenDesign).
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If you type NGenDesign for the logon name of the second caller account, you can use the same NGenDesign password that is used in Contact Center Manager Server, or you can use a password of your choice. 32
Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you need not 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. For information, see “Enabling Microsoft Remote Desktop Connection for Administration,” on page 397. Remote Network Connection Configuration Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center Manager Administration server (that is, a direct modem connection is not supported). You have two options for establishing a TCP/IP network connection:
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Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection using a Remote Access Support (RAS) server
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Enabling Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must log on to the system with administrator privileges. 1
On the server, click Start >Control Panel > System. Result: The System Properties Window appears.
2
Click the Remote tab.
3
On the Remote page, select Enable Remote Desktop on this computer.
4
Click OK.
For information about using Microsoft Remote Desktop Connection for Administration, see Microsoft documentation at www.microsoft.com.
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Step 3. Install Sybase Open Client version 12.5 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this step. Likewise, you need not verify the version of Sybase that is installed, nor do you need to update the Sybase 12.5 ODBC driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 410. If you install Contact Center Manager Administration on a stand-alone server, you must install Sybase Open Client version 12.5 and update the Sybase 12.5 ODBC driver to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the Contact Center Manager Administration server. If Sybase version 12.0 is installed on the Contact Center Manager Administration server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the Contact Center Manager Administration server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For information, see “To update the Sybase ODBC driver,” on page 405.
Verifying the version of Sybase Open Client that is already installed If the server has Sybase Open Client installed, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5:
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On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Advanced tab.
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Click Environment Variables. Result: The Environment Variables dialog box appears.
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In the System variables box, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, the list appears as SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, the list appears as SYBASE_OCS: OCS_12_5.
5
If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client version 12.5 is installed and you can skip to Step 4. “Install the Crystal Enterprise 10 Embedded software,” on page 410. If you do not see a Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0, you must install Sybase Open Client version 12.5 by following the procedure “Installing Sybase Open Client version 12.5 or upgrade from version 12.0,” on page 401.
Contact Center Manager Administration functions only with Sybase Open Client 12.5. If the Contact Center Manager Administration server has a version of Sybase installed that is newer than version 12.5, you must uninstall it before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 1531.
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Installing Sybase Open Client version 12.5 or upgrade from version 12.0 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this procedure. Likewise, you need not upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 410. 1
Insert the Contact Center Manager installation DVD into the DVD-ROM drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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Click Exit.
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In Windows Explorer, browse to the folder Sybase, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Sybase folder, double-click the file setup.exe. Result: The Sybase Installation Type dialog box appears.
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Click Standard Install, and then click Next. Result: The Choose Directory dialog box appears.
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If you install the software for the first time, type a location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E in a folder called Sybase, type E:\Sybase. If you do not
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know this location, type a new location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears and displays the components that the system will install.
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Click Next. Result: The Create Directory dialog box appears and prompts you to confirm the name of the directory to which the files are copied.
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Click Yes. Result: The Installing window appears and displays a status bar while the system installs the program.
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If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase.DLL files. Click Yes when prompted to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation. If you choose to replace the optional Power Dynamo file, replace version 3.0.0 with version 3.5.2. If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.
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if a window with the following message appears: “COMCTL32.DLL - The system does not need this update.”, click OK Result: When the installation is complete, the Sybase Installer Confirmation dialog box appears and prompts you to restart the system before configuring the installed components.
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Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears and confirms the Sybase installation. ATTENTION
Do not remove the Contact Center Manager installation DVD from the DVD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
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Click OK.
13
Close the Control Panel window. Continue with the following procedure,“To update the Sybase ODBC driver,” on page 405.”
To update the Sybase ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113.
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If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, the Sybase ODBC driver is up to date and you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software,” on page 410. ATTENTION
The Contact Center Manager Server uses the ODBC driver version 4.10.00.41. Therefore, Nortel recommends that you do not install EBF11113 as part of the Contact Center Manager Administration installation as it overwrites the ODBC version used by Contact Center Manager Server and can impact operation of the Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager Administration server and upgrade Contact Center Manager Administration from one build to the next build, you must update the Sybase Open Client 12.5 ODBC driver before you upgrade the Contact Center Manager Administration software. For more information, see the instructions.txt file, which is in the EBF11113 folder on the Contact Center Manager installation DVD. Updating the Sybase ODBC driver 1
On the Contact Center Manager Administration server, free up all active Sybase Open Client connections as follows: a. Close all Contact Center Manager Administration browser sessions. b. Stop any other third-party applications that are running on the Contact Center Manager Administration server and that use Sybase Open Client.
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On the Contact Center Manager Administration server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type cmd. c. Click OK. d. At the prompt, type iisreset. e. Press Enter. Result: The following screen appears.
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Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Contact Center Manager Administration DVD-ROM. For example, <x>: \CCMA where <x> is the location of the DVD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver;<SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
On the Contact Center Manager Administration server, verify that the system successfully updated the driver as follows: a. Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. d. Click OK.
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If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to see if there were any error messages recorded during the xcopy command. Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll
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EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center - Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For details, see Step 8. “Install required hot fixes for third-party software” on page 458.
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Step 4. Install the Crystal Enterprise 10 Embedded software To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You do not need to purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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Click Exit.
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In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information dialog box appears.
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Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type dialog box appears.
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Click the Full option button, and then click Next. Result: The Ready to Install the Application window appears.
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Click Next. Result: The system begins installing the software and the following window appears.
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When the installation is finished, the Completed window appears.
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Click Finish.
Installing Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 8. “Install required hot fixes for third-party software” on page 458.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
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Click Next. Result: The Legal Disclaimer information appears.
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Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
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Read the warning and click Next. Result: The Select Components screen appears.
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Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
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Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
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Click Yes. Result: The InstallShield Wizard Complete window appears.
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Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for thirdparty software” on page 458.
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Step 5. Log into the same domain as the primary CCMA server The domain user you log on as must already exist on the domain controller, and must be a member of both the Administrators group and the Replicator group. In addition, this user must be configured to run as a service. Before you install the replicating server, you must know the ADAM service account options that are available to you based on the environment into which you install the replicating server. For details, see “Active Directory Application Mode and service accounts” on page 1634.
Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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In the System Properties window, click the Computer Name tab.
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To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option.
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In the Domain text box, type the name of the domain of which the Contact Center Manager Administration primary server is a member (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
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Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
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Type the name and password in the appropriate boxes.
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Click OK. Result: When the system has processed your change successfully, a window appears welcoming you to the domain that you specified.
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Restart the server when prompted to do so.
What is next? Install the Contact Center Manager Administration software. For details, see Section B:“Install the software on the replicating server” on page 421.
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Section B: Install the software on the replicating server
In this section Step 6. Install the software on the replicating server
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Step 7. Apply the same Service Update as on the primary server
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Step 8. Install required hot fixes for third-party software
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Step 6. Install the software on the replicating server Before performing the procedures in this chapter, you must install a primary Contact Center Manager Administration server by following the procedures in Chapter 3, “Install the software on the primary server.” Replication is possible only when the primary server and the replicating servers are members of the same domain. If your primary server was installed as a workgroup, you must first change the primary server to a domain before attempting to install a replicating server. If you reinstall Contact Center Manager Administration, or if you upgrade from an earlier version of Symposium Web Client, there are different steps that you must follow. For information, see Chapter 7, “Upgrading.” Before you begin the procedures in this step you must complete the following tasks:
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Read the Contact Center Planning and Engineering Guide. This guide contains important information about the Contact Center 6.0 data network and how the components of the suite work together. Read and complete the procedures in the Contact Center Installer’s Roadmap. This guide contains important information about the information that you need to collect about your network system to complete the Contact Center Manager Administration installation. Read and complete the procedures in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. This guide contains important information about server software and hardware requirements, and includes procedures for installing and configuring Windows Server 2003 on the application server. Verify that Internet Information Services (IIS) is installed. To do this, click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, IIS was successfully installed. If IIS does not appear, you must ensure that it is correctly installed before you proceed with the Contact Center Manager Administration installation. For information about
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installing IIS, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide. You must have administrator privileges in Windows Server 2003 to install Contact Center Manager Administration on the Contact Center Manager Administration server. ATTENTION
Note the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account, and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
Installing Contact Center Manager Administration on the replicating server 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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Insert the Contact Center Manager installation DVD in the DVD-ROM drive. Result: The Contact Center Manager DVD installer main menu appears.
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Select Contact Center Manager Administration from the components list.
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Click Install Result: The DVD Installer main menu disappears. The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, the installation continues.The Contact Center Manager Administration Setup Wizard window appears.
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Click Next. Result: The replication selection dialog box appears. In this window, you must choose whether you want to enable replication.
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Click Yes to enable replication. Result: The Welcome window for the ADAM setup wizard appears.
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Click Next. Result: The Customer Information dialog box appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options dialog box appears.
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Ensure that the ADAM and ADAM administration tools option is selected, and then click Next. Result: The Setup Options dialog box appears.
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Select the A replica of an existing instance option, and then click Next. Result: The Instance Name dialog box appears.
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In the Instance name box, type SymposiumWC, and then click Next. This is the name by which this instance of ADAM is identified. Contact Center Manager Administration
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For proper replication of Contact Center Manager Administration data, you must type SymposiumWC. Result: The Ports dialog box appears.
Based on the server configuration, the default values in this window vary, as follows:
LDAP port number is 389 and SSL port number is 636 OR
LDAP port number is 50000 SSL port number is 50001
To create a replicating configuration set of Contact Center Manager Administration servers, the port numbers entered in the Port window must match the port numbers used for the installation of the primary Contact Center Manager Administration server. As with the primary Contact Center Manager Administration installation, no other application must use these ports. 13
Check with your administrator to ensure that these ports match the port numbers used for the primary Contact Center Manager Administration installation with which you replicate.
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Check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers, and then in the LDAP port number and SSL port number boxes, type the new numbers, and then click Next.
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OR 15
If no other applications use the ports, accept the default values in the LDAP port number and SSL port number boxes, and then click Next. Result: The Joining a Configuration Set dialog box appears.
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In the Server box, type the name of the primary Contact Center Manager Administration server with which you want to replicate. If you do not know the name of the computer, perform the following steps. Otherwise, skip to step 17. a. Click Browse to locate the computer. Result: The Select Computer dialog box appears. b. In the Select this object type box, ensure that Computer appears. If it does not appear, click Object Types and select Computer. c. In the From this location box, ensure that your domain controller appears. If it does not appear, click Locations to select it. d. When these values are in the boxes noted, click Advanced. e. Click Find Now. Result: The list of available computers appears at the bottom of the window.
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f.
From the list of computers, select the primary Contact Center Manager Administration server with which you want to replicate, and then click OK. Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window. 17
In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set dialog box appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
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To select an administrative user before you can add this remote ADAM instance into the existing configuration set, select the This account option.
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In the Username box, enter the domain name followed by the username in the format <domain name>\<username>. For example, in the preceding
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figure, the domain name is APPTEST2, and the username is DomainUserX. ATTENTION
The domain user you select must exist on the domain controller, and must be a member of both the Domain Admins group and the domain controller builtin replicator group. In addition, this user must be configured to run as a service.
The domain user you select must exist on the domain controller, and must be a member of both the Administrators group and the Replicator group. In addition, this user must be configured to run as a service. 20
In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed. The Copying Application Directory Partitions dialog box appears.
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In the Available partitions box, select the partition DC=Nortelnetworks,DC=COM, and then click Add to move it to the Partitions to copy box. Tip: The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Contact Center Manager Administrationspecific ADAM instances have the DC=Nortelnetworks,DC=COM partition. (If this partition does not appear, this ADAM instance contains no Contact Center Manager Administration-specific data and you cannot replicate this instance.)
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Click Next. Result: The File Locations dialog box appears. This window displays the location where ADAM-specific files reside on the Contact Center Manager Administration server.
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Accept the default values, and then click Next. Result: The Service Account Selection dialog box appears.
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Choose the option for service account requirements of the ADAM instance that you create that best suits your network configuration, and then click Next. Because ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows domain environment in which you install ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. The values shown in this procedure are only sample values that you can choose if the Contact Center Manager Administration server is a Windows Server 2003 member server in a Windows 2000 domain. There are other possible configurations for which these values do not work. Therefore, you
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must choose the appropriate values based on your specific network configuration. See “Active Directory Application Mode and service accounts” on page 1634 and the Microsoft documentation for more information. Result: The ADAM Administrators dialog box appears. In this window, you specify an account or group that can be used to administer this ADAM instance.
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Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select Users or Groups dialog box appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you install ADAM). If the Contact Center
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Manager Administration server name does not appear, click Locations and browse to the correct computer name. 27
Click Advanced. Result: The the Select User or Group dialog box expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, select the Administrators group, and then click OK. Ensure that you click the Administrators (plural) group, as shown in the example. Groups are denoted by the double-head icon, while users are denoted by a single-head icon. Result: The Select User or Group window reappears, with the Administrators group shown in the lower portion of the window.
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Confirm that you selected the correct group (Administrators), and that it is on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown in the lower portion of the window.
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Click Next. Result: The Ready to Install dialog box appears.
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Confirm the installation components, and then click Next. Result: The Completed window appears, notifying you that ADAM is successfully installed.
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Click Finish. Result: The Customer Information dialog box appears.
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In the username and Organization boxes, type the appropriate information.
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To set up access restrictions for this Contact Center Manager Administration installation, select one of the following options.
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to also be able to log on to Contact Center Manager Administration.
ATTENTION
Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to be able to log on to Contact Center Manager Administration.
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Click Next. Result: The Simple Object Access Protocol (SOAP) Configuration Parameters dialog box appears.
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If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), you must type this name. To view the fully qualified domain name of the server, ping Contact Center Manager Administration
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the server computer name. The results of a successful ping include the fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager Administration server are located outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For information about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267. 38
Click Next. Result: If you perform an installation without replication, the Port Configuration for ADAM window appears. If you perform an installation with replication enabled, the Web Site Type window appears; proceed to step 44. Based on the server configuration, the default values in the Port Configuration for ADAM window vary, as follows:
LDAP port number is 389 and SSL port number is 636 OR
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LDAP port number is 50000 SSL port number is 50001
Before accepting these default values, check with your administrator to ensure no other applications use these ports. If so, ask your administrator to recommend new port numbers, and then in the LDAP port number and SSL port number boxes, type the new numbers.
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Click Next. Result: The Web Site Type dialog box appears.
You can install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, or you can install it as a virtual directory on an existing Web site. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 41
To install Contact Center Manager Administration as the default Web site, select the Default option, and then proceed to step 44. ATTENTION
For optimum performance, Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, select the Existing option.
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Click Next. Result: The Virtual Directory Name window appears with WClient as the default name.
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To change the name, type a new name. Do not use an underscore (_) in the virtual directory name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
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Click Next. Result: The Destination Folder dialog box appears.
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Review the default destination folder. To change the folder location, click Change and select a different location. To accept the default folder location, click Next. Result: The Ready to Install the Program dialog box appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Contact Center Manager Administration. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Contact Center Manager Administration installation until you install all required software.
Result: The Installing Contact Center Manager Administration progress window appears.
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If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
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Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. OR If the installation does not proceed, click Ignore. The installation proceeds.
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After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality. You are required to type the old password only if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is unavailable.
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In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 19. “Change the iceAdmin user account password (optional)” on page 544.
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In the Confirm Password box, type the password again. 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.
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If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 58. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator
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From the Select Domain Name list, select the name of the domain to add.
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In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
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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.
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In the Confirm Domain Account Password box, retype the domain account password.
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Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and registers the new password. After the system installs Active Directory Application Mode (ADAM), the Crystal Reports templates and Server SOAP templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
If the window does not appear, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required SOAP files. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
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Click Finish to exit the setup wizard. If you perform an installation with replication, this instance of ADAM has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer. ATTENTION
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After the ADAM installation is complete, the first time full replication takes place, you may have to wait for some time for it to finish. The amount of time required depends on the setup of the server (for example, whether it is in a domain, trusted domain, LAN, or a WAN) and the speed of the network. You cannot log on to Contact Center Manager Administration until replication is fully completed on the new Contact Center Manager Administration server. After replication is complete, you can use Contact Center Manager Administration. Replication is thereafter transparent to the user.
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Step 7. Apply the same Service Update as on the primary server When you apply Service Updates (SU) or Service Update Supplements (SUS) to one Contact Center Manager Administration server in a replicating set, you must apply the same Service Updates and Service Update Supplements to all Contact Center Manager Administration servers in the configuration set. This section includes procedures for downloading and applying the same Service Update as on the primary Contact Center Manager Administration server from www.nortel.com/espl. For more information about downloading and applying Service Updates, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches (DP).
Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
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Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.”
The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Every SU contains all the fixes included in previously released SU and SUS. Therefore, you need not sequentially install all SUSs that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A DP is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
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Apply the same Service Update or Service Update Supplement as on the primary server ATTENTION
When you install the latest Service Update, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the same Service Update or Service Update Supplement as on the primary server 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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In Windows Explorer, browse to the Supplementary SU folder located on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Download the same Service Update as is on the primary server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates are packaged as self extracting executable files.
4
Download the same Service Update Supplement as is on the primary server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates Supplements are packaged as self extracting executable files.
5
Extract the contents of the executable file to the location of your choice by running the executable file.
6
Extract the contents of the .zip file(s) to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement to install. A message box asks if you want to read the readme file.
8
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you attempt to install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation stops and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update,” on page 1607.
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Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches.
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Click Next to remove the patches. After the system removes the patches, the installation of the new patch proceeds. See step 9.
The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: After the system installs the patch, the completed window appears. 11
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
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Repeat steps 6-11 to install other Service Update Supplements and Service Updates that correspond to those installed on the primary server.
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After all the SU and SUS are installed, close all windows and restart the server.
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Step 8. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,:\ Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center Manager installation DVD.
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you go to the Web site www.nortel.com/espl to check for any hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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What is next? Configure the Contact Center Manager Administration software by following the postinstallation procedures. For information, see Section C:“Postinstallation on the replicating CCMA server,” on page 461.
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Section C: Postinstallation on the replicating CCMA server
In this section Overview
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Step 9. Configure IIS settings for Report Creation Wizard
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Step 10. Add the IUSR_SWC account as the anonymous user account
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Step 11. Configure License Manager Service
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Step 12. Configure Logon Warning Message (optional)
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Step 13. Configure Real-Time Reporting
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Step 14. Configure Emergency Help
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Step 15. Configure SMTP and printers for Historical Reporting (optional)
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Step 16. Configure shared folders for Historical Reporting (optional)
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Step 17. Configure Scripting
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Step 18. Configure Agent Desktop Display parameters on the server
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Step 19. Change the iceAdmin user account password (optional)
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Step 20. Configure language support (other than English)
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Step 21. Install the XML Automated Assignments feature (optional)
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Step 22. Configure Internet Explorer
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Step 23. Copy latest user guides to the CCMA server
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Step 24. Other postinstallation tasks
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Overview This section describes how to complete the following postinstallation tasks:
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Adding the server to an existing domain Configuring IIS to support the Contact Center Manager Administration software Adding the IUSR_SWC account as the anonymous user account Configuring the various components of Contact Center Manager Administration on the server Configuring shared network folders for synchronizing reports Copying the latest user guides to the Contact Center Manager Administration server
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Step 9. Configure IIS settings for Report Creation Wizard For Report Creation Wizard to function, this task is required.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to (local computer) in the left pane. Result: The folder expands.
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Right-click on the RCW folder and click Properties. Result: The RCW Properties dialog box appears.
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Click Create to create an application. Result: RCW appears in the Application name box.
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From the Execute Permissions list, select Scripts and Executables.
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Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
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In the left pane, click the plus (+) sign next to (local computer). Result: The folder expands.
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
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Close all windows to complete the procedure.
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Step 10. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure contains the following two main tasks: 1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20.
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Click OK. Result: A window appears confirming that the password was set.
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Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
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Click Advanced. Result: The lower portion of the Select User window 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 window reappears with the IUSR_SWC account listed at the lower portion of the window.
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Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
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Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
23
Click OK to save your changes.
24
Close all windows.
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You must now run iisreset to complete the procedure. Click Start > Run.
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In the text box, type iisreset.
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Click OK.
28
Close all windows to complete the procedure.
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Step 11. Configure License Manager Service You can use the License Manager Service—Configuration Setup utility:
to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server. to log the debug trace for the License Manager Service events.
On a stand-alone server, the License Manager Service must be configured after Contact Center Manager Administration is installed in order for the Report Creation Wizard component to function. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address/port number is already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service—Configuration Setup window appears.
5
In the Primary Server’s IP Address boxes, type the primary IP address.
6
In the Primary Server’s Port box, type the primary port number. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only.
7
If available, in the Standby Server’s IP Address boxes, type the standby IP address.
8
If available, in the Standby Server’s Port box, type the standby primary port number. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only. Result: The LM Service log file (LMService.log) location appears. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service log level list, select one of the following:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug in the LM Service Log Level box, type the log file size. Default is 1 MB.
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Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK. Result: A dialog box appears, prompting you to restart the License Manager Service.
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Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service has restarted.
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Click OK.
15
Close all windows to complete the procedure.
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Step 12. Configure Logon Warning Message (optional) You can customize a warning message that appears when users attempt to log onto the Contact Center Manager Administration server. By default, this feature is enabled in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your Administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 13. “Configure Real-Time Reporting” on page 487.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
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In the Interactive logon box, type your message title.
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Click Apply.
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Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
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Select Properties from the menu. Result: The Interactive Logon dialog box appears.
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In the Interactive logon box, type your warning message.
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Click Apply.
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Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
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Enabling the logon warning message 1
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 Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text” on page 482.
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Click OK.
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Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 13. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
the Contact Center Manager Administration server receiving IP multicast address (the address it uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server) the Contact Center Manager Administration server sending IP multicast address (the address it uses to send multicast data)
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Contact Center Manager Server uses to send data must be configured on Contact Center Manager Server. This address is listed in the IP Multicast Group box. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server,” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you may do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network. 488
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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In the left pane, under Applications, click Real-time Reporting.
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In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties window appears.
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In the IP Receive Address and IP Send Address boxes, type the correct address information. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration.
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The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
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If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager
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Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
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In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR
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To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the
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client indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
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Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service has restarted successfully.
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Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 14. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server. Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
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In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
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In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs. See the checklist in Step 2. “Install your remote support access tool” on page 383 to verify the IP Send address that you chose for the Contact Center Manager Administration server to send Emergency Help data to client PCs (item 16 of the worksheet).
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Select the Restart Emergency Help Service check box.
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Click OK. Result: The system restarts Emergency Help.
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Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 15. Configure SMTP and printers for Historical Reporting (optional) This step documents the procedures for the following tasks: 1.
Configuring SMTP for Historical Reporting—This task is required to send an e-mail notification to report recipients when the Historical Report component generates a scheduled report.
2.
Configuring printers for Historical Reporting—This task is required to print scheduled historical reports to a network printer.
Configure SMTP for Historical Reporting When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure an SMTP server on the Contact Center Manager Administration server. To use SMTP, Internet Information Services (IIS) and Microsoft Active Directory Application Mode must be installed on the Contact Center Manager Administration server. Verifying that an SMTP server is installed 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside (Local computer). Result: If one of the branches that appears on the Contact Center Manager Administration server tree is Default SMTP Virtual Server, an SMTP server is installed.
After you verify that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting. 498
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If an SMTP server was not installed, consult the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide for the procedures to install an SMTP server. Configuring the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Contact Center Manager Administration sends e-mail notifications. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
In the left pane, click the plus sign (+) beside (local computer). Result: The folder expands.
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the menu. Result: The Default SMTP Virtual Server Properties window appears.
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Click the Delivery tab.
Result: The Delivery page appears. 5
Click Advanced. Result: The Advanced Delivery window appears.
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In the Fully qualified domain name box, type the domain name of the Contact Center Manager Administration server:.<domain name>.com Example: pcbox123.softwarehouse.com Domain names can include alphanumeric characters only, including hyphens (-) and periods (.) and cannot include underscores (_).
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Click Check DNS to validate the domain name. Click OK.
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In the Smart host box, type the host name of the Microsoft Exchange server. The smart host name must be the name of a valid mail server. Check the properties of your Microsoft exchange server to find the Smart Host name, or contact your System Administrator.
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Click the Attempt direct delivery before sending to smart host check box.
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Click the Perform reverse DNS lookup on incoming messages check box.
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Click OK to close the Advanced Delivery window.
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Click the Access tab.
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Click Authentication.
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Ensure that the Basic authentication check box is cleared.
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Ensure that the Anonymous Access check box is selected.
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Click OK to close the Authentication window.
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Click Connection. Result: The Connection window appears.
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Click All except the list below.
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Click OK.
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To track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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Click the Messages tab.
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Ensure that all check boxes are selected.
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In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
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Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting When you schedule Contact Center Manager Administration to generate historical reports, you must configure a printer to print the scheduled historical reports. Before you set up default printers, you must:
have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, you can select one of the follow three options. Option 1—Configure the CCMA server to point to a network printer Option 2—Configure a default network printer that uses the Contact Center Manager Administration server as the print server Option 3—Configure a network shared printer connected to a print server other than the Contact Center Manager Administration server Procedures for each of these options are documented in this section. Choose the option that is most appropriate for your organization. You can set up as many printers as your operating system supports. However, only five scheduled reports are processed simultaneously. The remaining scheduled reports wait in queue and get processed on first-in, first-out basis. This is done to provide higher priority to the ad hoc reports. You can use any of these printers to print reports and scripts, provided that they are configured according to one of the following procedures.
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Option 1: Configuring a network printer on the CCMA server In this procedure, you configure a network printer on the Contact Center Manager Administration server so you can print ad hoc and scheduled historical reports and scripts to a network printer. To do this, you must configure an LPT port on the Contact Center Manager Administration server to use the network printer; and then add a local printer on this same LPT port on the Contact Center Manager Administration server. 1
Log on to the Contact Center Manager Administration server as Administrator,
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Click Start > Run.
3
In the Open box, type cmd to open an MS-DOS prompt.
4
At the prompt, type net use <port> [\\<print server name>\<printer share name>] / USER:<print server name>\Administrator /PERSISTENT:YES For example, if the port is LPT1, the print server name is printserv, the printer share name is HPLaser4, type net use lpt1 [\\printserv\HPLaser4] / USER:printserv\Administrator /PERSISTENT:YES The printer share name is case-sensitive.
5
Press Enter. Result: A message appears, telling you that the password for the printer is invalid, and asking you to type the password.
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At the prompt, type the administrator password for the server to which the printer is attached.
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Press Enter. Result: If you enter the correct values, the following message appears: “The command completed successfully.”
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On the Contact Center Manager Administration server, set up a local printer for the same LPT port used in the preceding steps. (In this example, LPT1 is used.) Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
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Double-click the Add Printer icon. Result: The Add Printer window appears.
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Click Next. Result: The Local or Network Printer window appears.
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Accept the default so that Local Printer is selected.
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Clear the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select the Printer Port window appears.
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Click Use the following port, and then, from the list of ports, select the port you typed in step 4.
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Click Next. Result: The Add Printer Wizard window appears.
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In the Manufacturer and Printers boxes, select the appropriate information for your printer.
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Click Next. Result: The Use Existing Driver window appears.
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Choose the appropriate option in the Do you want to keep the existing driver or use the new one? dialog box.
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Click Next. Result: The Name Your Printer window appears.
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In the Printer name box, type the name of your printer.
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Under the question, Do you want to use this printer as the default printer?, click Yes.
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Click Next. Result: The Printer Sharing window appears.
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Click Do not share this printer, and then click Next. Result: The Print Test Page window appears.
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Click No, and then click Next. Result: The Completing the Add Printer Wizard window appears.
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Click Finish. Result: The network printer is configured as the default printer on the Contact Center Manager Administration server.
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Every time you need to reboot the Contact Center Manager Administration server, the system prompts you to reconnect the share connection to this network printer. At the prompt, type the administrator password for the server on which the printer is configured (the same password you typed in step 5). Deleting the connection to the default network printer
If you no longer need to print reports or scripts to the default network printer, you can delete the shared LPT port used for this connection on the Contact Center Manager Administration server. 1
To verify which LPT port is used for the default network printer connection, log on to the Contact Center Manager Administration server as the administrator, and then click Start > Run.
2
In the Open box, type cmd to open an MS-DOS prompt.
3
At the prompt, type net use, and then press Enter. Result: The system lists the shared resources on the server.
4
From the list of shared resources, locate the LPT port used for the default network printer connection.
5
To delete the share connection for this port, at the MS-DOS prompt, type net use <port name> /delete where <port name> is the port used for the default network printer connection (for example, if your port is LPT1, type net use lpt1 /delete).
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Press Enter. Result: The following message appears: “<port name> was deleted successfully.”
Option 2: Configuring a default network printer that uses the Contact Center Manager Administration server as the print server The following procedure outlines how to set up a network printer that uses the Contact Center Manager Administration server as the print server. If you require additional information about adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your contact center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration.
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The following procedure is valid for network printers that have a standard TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
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Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
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Click Next. Result: The Local or Network Printer window appears.
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Accept the default so that Local printer attached to this computer is selected.
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Clear the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select a Printer Port window appears.
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Select Create a new port.
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From the Type of port list, select Standard TCP/IP Port.
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Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
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Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Next. Result: The Add Port window appears.
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In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
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Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Finish. Result: After a few moments, the Install Printer Software window appears.
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In the Manufacturer and Printer boxes, select the appropriate information for your printer.
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Click Next. Result: The Name Your Printer window appears.
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Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing Window appears.
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Accept the default with Share name selected.
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Click Next. Result: The Location and Comment window appears.
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Type information in the Location box and Comment box (optional).
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Click Next. Result: The Print Test Page window appears.
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Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
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Click Finish.
Option 3: Setting up a network shared printer connected to a print server other than the Contact Center Manager Administration server The following procedure outlines how to set up a default network printer that is connected to a print server other than the Contact Center Manager Administration server (for example, a UNIX server). If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the Contact Center Manager Administration server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the Contact Center Manager Administration server. You can install this utility from the Windows Server 2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/
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Remove Windows Components > Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
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Clear the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select the Printer Port window appears.
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Click Create a new port.
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From the Type list, select LPR port.
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Click Next. Result: The Add LPR Compatible Printer window appears.
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In the Name or address of server providing lpd box, type the DNS name or IP address of the print server.
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In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
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Click OK to close the window and return to the wizard.
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Follow the remaining prompts in the wizard to finish installing the printer.
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Step 16. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled report exports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create this shared folder, you can select one of the following options:
Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. That is, if the Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent, you type \\appsrvr\reports\agent in the Output box. Scheduled reports use the local administrator account named iceAdmin or the domain account set up by the administrator in the iceAdmin Password Change Utility to run, print and export the scheduled report.
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration's shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read/ delete access for each applicable user). For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC. Contact Center Manager Administration Server Configuration
1
Scheduled Report Account (using iceAdmin Password Change Utility)
CCMA on a workgroup iceAdmin OR CCMA on a network domain
2
CCMA on a network domain
Steps required to export scheduled report to client PC
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server. 2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
Domain account (that is, the CCMA server is set up for Domain account for Scheduled Reports)
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1 The destination client PC must be on the same domain as the CCMA server. 2 Grant Change and Read permissions to the CCMA scheduled report domain account on the export folder of the destination PC.
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You can export scheduled reports only to client PCs that are within the same domain as the Contact Center Manager Administration server. To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When the administrator changes the iceAdmin password on the Contact Center Manager Administration server, the administrator must change the iceAdmin password on the client PC to match the new password on the Contact Center Manager Administration server.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
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To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. Alternatively, you can use the Browse button to select your shared folder for export file. For example, to export the Agent Performance report, agent, to the shared folder, reports, on the client PC, clientpc, in the Output box, type \\clientpc\reports\agent. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration.
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In this window, when you click Submit, the system synchronizes the changes that you have made to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Before you can use this feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list.
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup),” on page 515. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security Contact Center Manager Administration
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account of the server default Web site to the network domain account,” on page 524. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Create a shared network folder (Contact Center Manager Administration server member of network domain),” on page 524. Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, see “Option 1: Sharing the folder with read permissions for the Everyone account and enabling Guest account on the network PC,” on page 515. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For details, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server),” on page 519.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enabling Guest account on the network PC 1
On the network PC, create a folder to store your user-created report templates.
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On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties window appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone.
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Select the Allow check box for Read.
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Ensure that no other check boxes are selected.
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Click Apply.
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Click OK. Result: The Properties dialog box reappears.
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Click OK to save your changes and close the Properties window.
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You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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In the right pane, double- click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
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Clear the Account is disabled check box, and then click OK.
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Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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On the network PC, create a folder to store your user-created report templates.
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You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those which are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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In the User name box, type IUSR_SWC.
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Type any values in the Full name and Description boxes.
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In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
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In the Confirm password box, type the same password again.
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Clear the User must change password at next logon check box.
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Select the Password never expires check box.
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Click Create.
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Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
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Click Close to close the New User dialog box. Result: The two new accounts appear in the Computer Management window in the Users folder.
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Now you must grant Read permissions to both these accounts, as follows: On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties window appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions window appears.
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Select Everyone (if available).
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Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
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Click Add. Result: The Select Users or Groups window appears.
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Click Advanced. Result: The bottom portion of the window expands.
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Click Find Now. Result: A series of users appears in the bottom portion of the window.
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Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups window.
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Click OK. Result: The account appears at the top of the Permissions window.
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Select IUSR_SWC at the top of the Permissions window, and then, at the bottom of the window, ensure that there is a check mark beside Read under the Allow column.
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Click Apply.
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Perform steps 21 to 27 to add Read permissions for the iceAdmin user account.
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Click OK to save your changes and close the Properties dialog box.
Create a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using the following procedure, you can proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 530.
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Obtain the network domain account name from your System Administrator.
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First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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In the right pane, double-click the Groups folder.
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From the list of groups in the right pane, double-click Backup Operators.
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Click Add.
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Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
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Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
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You must now set up the Internet Information Services (IIS) security account. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
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Click Advanced. Result: The lower portion of the Select User window expands.
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Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
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Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
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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 network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
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Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
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In the Password box, type your domain account password.
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Click OK. Result: The Confirm Password window appears.
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Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
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Click OK to save your changes.
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Close all windows.
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You must now reset IIS. Click Start > Run.
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Type iisreset.
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Click OK.
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You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 530. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server,” on page 534.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC In this procedure, your server and the network PC must be members of the same network domain. Additionally, you must the directory security account of the server default Web site to the network domain account. If you user the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 524, before you begin the following procedure.
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On the network PC, create a folder to store your user-created report templates
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On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone, and then select the Allow check box for Read. All other check boxes should be clear.
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Click Apply.
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Click OK. Result: The Properties dialog box reappears.
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Click OK to save your changes and close the Properties dialog box.
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You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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Double click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
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On the General page, clear the Account is disabled check box, and then click OK.
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Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 524, before you begin the following procedure.
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Before you perform this procedure, ask your network administrator which domain account on the Contact Center Manager Administration server is used for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you synchronize the imported report template only when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
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On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone (if available).
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Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
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Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
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Click Find Now. Result: A series of users appears.
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Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
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Click OK. Result: The account appears at the top of the Permissions dialog box.
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Select the account, and then ensure that the Allow check box is selected for Read.
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Click OK.
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Click OK to save your changes and close the Properties dialog box.
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Step 17. Configure Scripting To print scripts from the Scripting component, you must ensure that there is a default printer configured on the client PC.
To set up a default printer for Scripting To print scripts while using the Scripting component, you must first configure a default printer on the client PC. For detailed information about this procedure, see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC To export script files to a client PC, you must have the correct access privileges to save files to the client PC. For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information about creating and mapping folders, see your Microsoft documentation.
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Step 18. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
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Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see “Configure RealTime Reporting” on page 487. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
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In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
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To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
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In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
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To add the statistics column to the displays, select the Show check box for each statistic to add.
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To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
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If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
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To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
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Click Save.
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Step 19. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed to Step 20. “Configure language support (other than English)” on page 548. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin of domain account password, you must reset it. For information, see “Resetting the iceAdmin password in Windows,” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you can perform this procedure.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The iceadmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
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In the Old Password box, type the old password for this account.
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In the New Password box, type the new password for the iceAdmin user account.
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In the Confirm Password box, type the password again.
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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.
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If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
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From the Select Domain Name list, select the name of the domain to add.
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In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
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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.
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In the Confirm Domain Account Password box, retype the domain account password.
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Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 20. Configure language support (other than English) If work in English only across all platforms, you can skip this step and proceed directly to Step 21. “Install the XML Automated Assignments feature (optional)” on page 568. If you want your Contact Center Manager Administration to support languages other than English, you must configure language support by following the procedures in this section. Contact Center Manager Administration supports two levels of language support:
Solely internationalized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are in English, but you have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone. International and Localized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are translated into one of four supported languages (French, German, Traditional Chinese, Japanese). You also have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone.
To configure Contact Center Manager Administration to work in a solely internationalized environment (other than English), you must complete the following tasks:
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1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see“Language families and compatibility,” on page 552.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see“Editing the locales.dat file,” on page 554. Contact Center Manager Administration
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3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings,” on page 556.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see“To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server,” on page 558.
To configure Contact Center Manager Administration to work in an international and localized environment (other than English), you must complete the following tasks. 1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see“Language families and compatibility,” on page 552.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “Editing the locales.dat file,” on page 554.
3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings,” on page 556.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see“To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server,” on page 558.
5.
Prepare the Contact Center Manager Administration server for installing the language pack. For details, see“Prepare the server for installing a language pack,” on page 558.
6.
Install the language pack on the Contact Center Manager Administration server. For details, see “To install a language pack,” on page 559.
7.
Change the language preferences in Internet Explorer for the Contact Center Manager Administration server (only if you use the Contact Center
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Manager Administration server as a client PC). For more information, see “To set the language preferences in Internet Explorer,” on page 564. ATTENTION
When installing and configuring the software on the Contact Center Manager Administration server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the Contact Center Manager Administration server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Contact Center Manager Administration.
Using Contact Center Manager Administration in an international and localized environment (other than English) If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Latin 1 language family and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Japanese language family and you install the Japanese language pack on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in Japanese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility,” on page 552. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Traditional Chinese language family and you install the Traditional Chinese language pack on the Contact Center Manager Administration server, users in 550
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the same contact center can view Contact Center Manager Administration in Traditional Chinese or English by changing the language preference settings in their browser. Note: English is supported in this environment for reasons outlined in “Language families and compatibility,” on page 552.
Co-resident servers If your Contact Center Manager Administration is co-resident with other Contact Center 6.0 applications, certain limitations apply with respect to working in languages other than English. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server and Communication Control Toolkit, Contact Center Manager Administration does not support French, German, Traditional Chinese, or Japanese Windows operating systems. Contact Center Manager Administration only supports English operating systems. On co-resident servers that contain Contact Center Manager Server and Contact Center Manager Administration, the only supported language versions of the Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German Windows operating systems. Contact Center Manager Administration supports English, Traditional Chinese, and Japanese Windows operating systems only.
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Language families and compatibility For Contact Center Manager Administration to function properly, the language family of the operating systems must be the same across all platforms in the network—the Contact Center Manager Administration server, client PCs, and Contact Center Manager Server. That is, the operating systems of each of the platforms are only compatible if the languages versions of the operating systems belong to the same language family. There are three language families that Contact Center Manager Administration recognizes:
Latin 1—Includes all the Western European languages that use the Latin 1 character set (including English, French, German) Traditional Chinese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family Japanese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family
Although English belongs to the Latin 1 language family, the character sets for English are included in all language families. Therefore, you can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Compatibility and the Latin 1 language family As long as the language versions of the operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and the client PC belong to the same language family (for example, Latin 1), the platforms can coexist on the same network. For example, in your network you can have a server in Contact Center Manager Server that has an English operating system, a Contact Center Manager Administration server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin 1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC browser determines the language in which the application appears.
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This is particularly useful if your contact center supports multiple languages, such as English and French. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or French (or even German because it belongs to the same language family), just by changing the browser settings on their PC. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the same language family, and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German operating systems. It supports English, Traditional Chinese, and Japanese operating systems only. Compatibility and the Japanese language family Because Japanese belongs to its own language family, you can only view and enter Japanese text in Contact Center Manager Administration if you install Japanese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Japanese, install the Japanese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Japanese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Japanese by changing the browser settings on their PC. While it is possible to switch from Japanese to English and vice-versa, it is not possible to switch from Japanese to Traditional Chinese because these languages belong to different language families.
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Compatibility and the Traditional Chinese language family Because Traditional Chinese belongs to its own language family, you can only view and enter Traditional Chinese text in Contact Center Manager Administration if you install Traditional Chinese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Traditional Chinese, install the Traditional Chinese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Traditional Chinese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Traditional Chinese by changing the browser settings on their PC. While it is possible to switch from Traditional Chinese to English and viceversa, it is not possible to switch from Traditional Chinese to Japanese because these languages belong to different language families. Operating systems and the Contact Center Manager Server When installing language packs on Contact Center Manager Administration you must ensure that the required language version of Windows Server 2003 is installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server Release 6.0 US English software is installed on the US English version, or the appropriate localized version, of Windows Server 2003. For Japanese, ensure that the Japanese version of Windows Server 2003 is installed. For Traditional Chinese, ensure that the Traditional Chinese version of Windows Server 2003 is installed.
Editing the locales.dat file The locales.dat file controls the character set that is used for communication between the Contact Center Manager Administration and the Contact Center Manager Server. To edit the locales.dat file, you can use the utility that comes with Contact Center Manager Administration and is stored on the Contact Center Manager Administration server. You can access this utility from the 554
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Contact Center Manager Administration server when used as a client PC, by first logging on to Contact Center Manager Administration, and then opening the utility through the browser window. With this utility, you can configure the system to handle the character set of the language family with which you want Contact Center Manager Administration to work. 1
From the Contact Center Manager Administration server when used as a client PC, open Internet Explorer and log on to Contact Center Manager Administration. If this is the first time you log on to Contact Center Manager Administration, you need to complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before you can complete the steps in this procedure.
2
In the browser address box, type http:///locales.asp where localhost is the name or IP address of the Contact Center Manager Administration server.
3
Press Enter. Result: The utility appears.
4
Click Browse to navigate to the c:\sybase\locales\locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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From the Language Option list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
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Click Set Locale to save your changes.
Changing the Windows Regional Settings If you use either the Japanese or Traditional Chinese versions of Contact Center Manager Administration, you must change the Regional Settings on the Contact Center Manager Administration server. It is not necessary to perform this procedure if you use the English, French, or German versions of the software because all of these languages are displayed properly with the Regional Settings set to the default language, English. You must insert the operating system CD in the server before you perform this procedure. 1
On the Contact Center Manager Administration server, click Start > Control Panel > Regional and Language Options. Result: The Regional and Language Options window appears.
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Click the Languages tab. Result: The Languages tab appears.
3
Select the Install files for East Asian languages check box. Result: The system installs the appropriate language files from the operating system CD.
4
Click the Regional Options tab.
5
On the Regional Options page, from the list in the Standards and formats section, choose the appropriate locale:
6
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server For Traditional Chinese and Japanese, you need to ensure that the required Service Updates are on the Contact Center Manager Server. For details about how to install Service Updates, refer to the Contact Center Manager Server Installation and Maintenance Guide. The following Service Updates must be installed on the Contact Center Manager Server:
For Japanese, the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software. For Chinese, the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software.
Prepare the server for installing a language pack Before you install a language pack ensure that:
the Contact Center Manager Administration software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. you install required language version of Windows Server 2003 Enterprise Edition or Standard Edition for the language packs that you wish to install. For example: Windows Server 2003 Enterprise Edition or Standard Edition Latin 1 language support (or the localized version of the operating system) for French or German language packs the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition for Japanese language packs the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition for Traditional Chinese language packs. there are at least 225 megabytes (MB) of free disk space on the Contact Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack. 558
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To install a language pack The default language setting for the Contact Center Manager Administration software is English. However, the Contact Center Manager installation DVD includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen. Follow the procedure in this section to install a language pack on the Contact Center Manager Administration server. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. For more information, see “Uninstalling a language pack,” on page 567.
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Installing a language pack 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add New Programs. Result: The Add or Remove Programs window appears.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears
5
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Contact Center Manager installation DVD, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
7
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the Welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install. Result: The Installing Contact Center Manager Administration - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
11
Click Finish. Tip: To view the language packs that you install on the server, click Start > Control Panel > Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
To set the language preferences in Internet Explorer You must perform this procedure on each client PC that connects to the Contact Center Manager Administration server to use Contact Center Manager Administration. Perform this procedure on the Contact Center Manager Administration server only if you use it as a client PC. If did not install and configure a client PC, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before you complete the steps in this procedure. You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser.
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In addition to these steps, you must also set the proper security level settings in the browser. For more information, see Step 3. “Configure Internet Explorer” on page 267. Setting the language preferences 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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Click Languages. Result: The Language Preferences window appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Contact Center Manager Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window.
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In the Language box, click the appropriate language.
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Click OK to close the Language Preferences window.
8
Click OK to close the Internet Options window.
Uninstalling a language pack To uninstall a language pack, follow this procedure. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the Add or Remove Programs window, select the language pack that you want to uninstall.
3
Click Remove.
4
The program asks you to confirm your choice. Click Yes.
5
The program removes the language pack from the Contact Center Manager Administration server.
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Step 21. Install the XML Automated Assignments feature (optional) You can use the XML Automated Assignments feature to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. This is an optional feature that is used in conjunction with the Contact Center Management component. If you do not want to install this feature, installation and configuration of Contact Center Manager Administration is complete. You can now proceed to Step 22. “Configure Internet Explorer” on page 571. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their Web site at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site. For overview information and details about using the XML Automated Assignments feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click the file Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information window appears.
6
Type your username and the name of your organization, and then click Next. Result: The Destination Folder window appears.
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Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files that it cannot parse due to error, or accept the default folders shown.
8
Click Next. Result: The Ready to Install the Program window appears.
9
Click Install to install the program with the settings you chose (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
10
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Step 22. Configure Internet Explorer To access Contact Center Manager Administration with a client PC, you must configure the browser (Internet Explorer 6.0 with the latest supported service pack) on each client workstation. When you configure Internet Explorer 6.0, you configure the Contact Center Manager Administration server as a Trusted Site, and either disable all cookies or block cookies to the desired level of security. The supported operating systems for Internet Explorer 6.0 on the client PC are:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
The supported operating systems for Internet Explorer 7.0 on the client PC are:
Windows XP with Service Pack 2 (SP2)
Windows XP Professional x64 Edition
Windows Server 2003 with Service Pack 1 (SP1)
For information about security issues and Internet Explorer, see “About ActiveX control security,” on page 571. In order for all components of Contact Center Manager Administration components to function correctly, you must disable pop-up blockers on Internet Explorer. For details, see “To disable pop-up blockers on Internet Explorer,” on page 579.
About ActiveX control security This section includes information about security issues related to ActiveX Controls. It is separated into three main parts:
digital signatures
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code signing certificates (for digital signatures)
Trusted Sites zone and Safe for Scripting
Digital signatures All controls provided with Contact Center Manager Administration are in .cab files that are digitally signed either by Nortel or by the third-party vendor of origin. Signing the .cab file verifies that the software originated from a trusted source. The signed .cab file cannot be altered without invalidating the signature, which validates that the contents of the .cab file (including the control) also originated from a trusted source. If the browser security settings stipulate that a control must be signed before being downloaded, Internet Explorer checks whether the .cab file containing the control is signed before downloading an ActiveX control to the client PC. If the signature is valid, the control is downloaded to the client PC. Code signing certificates (for digital signatures) A code signing certificate is used by software publishers to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file has originated from a trusted source and has not been altered since it was originally published. This type of certificate is valid for a specified period of time (usually one year) during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. SSL certificates are different in that they are not useful once they expire. For Contact Center Manager Administration, Nortel uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Contact Center Manager Administration are timestamped against VeriSign servers. For information about VeriSign code signing certificates, see www.verisign.com. 572
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Trusted Sites Zone and Safe for Scripting Contact Center Manager Administration uses some controls that are not marked as safe for scripting. To run these controls, you must set the Internet Explorer security setting Initialize and script ActiveX Controls not marked safe for scripting to Enable (see Step 2. “Upgrade the browser on client workstations” on page 266 for more details). Because this setting is required, Nortel recommends that you add the Contact Center Manager Administration server as a Trusted Site in Internet Explorer. When you do so, the security settings required by Contact Center Manager Administration do not apply to other Web sites in the intranet and Internet zones. This is seen as a more secure solution because it limits the access to these controls. If these controls are marked as safe for scripting, they are available to all intranet and Internet zone Web sites; however, because these controls are not marked safe for scripting, they are only available to trusted sites, a more secure solution.
To configure Internet Explorer 6.0 or later on the client PC If the client PC is running Windows XP Service Pack 2, in addition to the following procedures, there are additional steps that you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2,” on page 581. If the client PC is running Windows Server 2003 with the latest supported service pack, in addition to the following procedures, there are additional steps you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack,” on page 583.
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Configuring Internet Explorer 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time it is required by the Contact Center Manager Administration component in which you work. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites window appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://. If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box.
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
23
Click OK to return to the Internet Options window.
24
Click the Advanced tab.
25
Under Browsing, clear the Reuse windows for launching shortcuts check box.
26
Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
To disable pop-up blockers on Internet Explorer For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways:
Allow pop-ups from Contact Center Manager Administration only. Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
If you have a third-party pop-up blocker, you must disable it as well. Allowing pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
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Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
5
In the Address of website to allow box, type the Contact Center Manager Administration URL.
6
Click Add.
7
Click Close.
8
Click Apply.
9
Click OK.
Turning off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
Turning off third-party pop-up blockers This procedure is applicable to the Yahoo pop-up blocker. If you have other types of pop-up blockers on Internet Explorer, you must follow a similar procedure to disable them.
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1
Open the Internet Explorer browser window.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off. Note: The button is usually to the left of the Highlight button.
3
Click the button that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Ensuring display settings are configured for Western European (ISO) For pages to properly appear in Internet Explorer, you must ensure that the display settings for Internet Explorer are configured for Western European (ISO). 1
Open the Internet Explorer browser window.
2
In Internet Explorer, select View > Encoding. Result: The Encoding selection menu appears.
3
Ensure that Western European (ISO) is selected.
4
Close all windows to complete the procedure.
Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2 If the client PC is running Windows XP Service Pack 2, in addition to the procedures in “To configure Internet Explorer 6.0 or later on the client PC,” on page 573, you must either add Internet Explorer to the firewall exceptions list or open multicast and unicast ports. Adding Internet Explorer to the firewall exceptions list For more information about adding programs or services to the firewall exceptions list, consult www.microsoft.com. 1
On the client PC, click Start > Control Panel > Security Center > Windows Firewall.
2
On the Exceptions tab, under Programs and Services, select Internet Explorer, and proceed to step 4.
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OR If Internet Explorer is not listed, on the Exceptions tab, click Add Program. 3
In the Add a Program dialog box, click Internet Explorer, and then click OK. Result: Internet Explorer appears, selected, on the Exceptions tab, under Programs and Services.
4
Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you can open the multicast and/or unicast ports. For information, see the following procedure. Opening multicast and unicast ports in Windows XP with Service Pack 2 For more information about opening ports, consult Microsoft documentation at www.microsoft.com. The following ports must be opened individually using the following procedure:
Emergency Help, UDP 8200 Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130 Unicast real-time reports, UDP 7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1
Click Start > My Network Places.
2
Under Network Tasks, click View Network Connections.
3
Right-click the connection that you use for the Internet, and then click Properties.
4
Click the Advanced tab, and then click Settings. If the Settings button is unavailable, Internet Connection Firewall is not enabled on this connection, and you do not have to open any ports (because they are all already open).
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Click Add to open a new port.
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6
In the Description box, type a name for the port. For example, type File Sharing: Port 445.
7
In the Name or IP address of the computer hosting this service on your network box, type 127.0.0.1. You can specify the IP address of an internal computer. But you typically use 127.0.0.1.
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In the External port and Internal port boxes, type the port number. Generally, this number is the same.
9
Click either TCP or UDP, and then click OK.
10
Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service Pack 2, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is on the Partner Information Center (PIC) Web site at www.nortel.com/pic.
Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions. Configuring Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in “To configure Internet Explorer 6.0 or later on the client PC,” on page 573.
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1
Start Internet Explorer 6.0 or later.
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From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
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Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
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Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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If you enable ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears. 11
Click OK to exit the Internet Options window.
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On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings window appears.
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In the Address of Web site to allow field, type the Contact Center Manager Administration Web site address (for example, http://pbrwd0p0)
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Click Add.
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Click Close.
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Restart Internet Explorer to activate your changes.
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Step 23. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration.The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary Contact Center Manager Administration
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Contact Center Scripting Guides
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Copy the selected user guides to the following folder on the Contact Center Manager Administration server:\Apps\documentation\guides where is the Contact Center Manager Administration install directory. The default install directory is C:\Program Files\Nortel Networks\WClient.
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Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 24. Other postinstallation tasks This section describes other postinstallation tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform the following tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”.
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
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Part 2 Upgrading to Contact Center Manager Administration 6.0 and migrating data
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Upgrading In this chapter Overview
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Compatibility with CCMS and SCCS
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Planning your upgrade
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Upgrading access classes and partitions
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Timing
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Overview This chapter describes supported upgrades to Release 6.0 of Contact Center Manager Administration, and other important information to consider before performing the upgrade.
Supported upgrade paths in Release 6.0 You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client when installed on a Windows Server 2003 platform to Release 6.0 of Contact Center Manager Administration. You must also ensure that you install the latest supported Service Pack for Windows Server 2003 before you upgrade to Contact Center Manager Administration 6.0. Windows Server 2003 Service Pack 2 is supported with Contact Center Manager Administration 6.0 SU04 or later only. Before you install Windows 2003 Server Service Pack 2, you must install ADAM Service Pack 1 first. You can install SU04 before or after you install the service pack. To view the installation order for an upgrade, see “Install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration” on page 1619. For more information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. If a Windows 2000/Advanced Server platform supports your Symposium Web Client 4.5 SUS0601 v1, you must migrate your Symposium Web Client 4.5 to a Windows Server 2003 platform before you can upgrade to Contact Center Manager Administration 6.0. For detailed procedures, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” If you have a release of Symposium Web Client prior to version 4.5, you must upgrade to Symposium Web Client 4.5 SUS0601 v1 before you upgrade to Contact Center Manager Administration 6.0. For details about upgrading to Symposium Web Client 4.5, refer to the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.
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Upgrades compared to migrations Upgrade and migration requirements differ. Upgrades If Symposium Web Client or Contact Center Manager Administration software is currently installed, and you want to upgrade to the next release of the software on the same operating system platform, you can perform an upgrade of the software. Migrations If Symposium Web Client 4.5 SUS0601 v1 is installed on a Windows 2000 Server/Advanced Server platform, and you want to install the Contact Center Manager Administration Release 6.0 software, which is only supported on Windows Server 2003, you must migrate the data to a new computer that has Windows Server 2003. This new computer must also have Symposium Web Client 4.5 SUS0601 v1 installed. After you migrate the data, you can upgrade to Contact Center Manager Administration Release 6.0. Similarly, if you Symposium Web Client 4.5 SUS0601 v1 is installed on your current server and you want to upgrade to Contact Center Manager Administration 6.0 on a new server, you must migrate your data to the new server either before or after you upgrade the software. When you migrate data, you must install the same software version and Service Update on the target server. For example, if Symposium Web Client 4.5 with SU06 is installed on the existing server, you must install Symposium Web Client with SU06 on the target server.
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Compatibility with CCMS and SCCS When you upgrade and migrate to Contact Center Manager Administration 6.0, you must ensure that all servers are compatible. Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration is incompatible with previous releases of Symposium Call Center Server (that is, earlier than Version 5.0 with SUS0504). If you install Contact Center Manager Administration 6.0 on a co-resident server, you must install Contact Center Manager Server 6.0 first. You cannot install Contact Center Manager Administration 6.0 on a co-resident server with Symposium Call Center Server Release 5.0. You can use Contact Center Manager Administration to administer a Release 5.0 Symposium Call Center Server in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later). To administer Contact Center Manager Server 6.0 (or later), you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration.
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The following matrix shows the compatibility between Contact Center Manager Server 6.0 (and previous versions) and Contact Center Manager Administration 6.0 (and previous versions). Classic Client
Symposium Web Contact Center Manager Client 4.5 Administration 6.0
Symposium Call Center Server 4.0
Yes
Yes
No
Symposium Call Center Server 4.2
Yes
Yes
No
Symposium Call Center Server 5.0 SUS0504
Yes
Yes
Yes, with limitations (see Notes)
No
Yes
Contact Center Manager No Server 6.0
You can use Contact Center Manager Administration 6.0 to administer Symposium Call Center Server 5.0 with the minimum update of SUS0504, however not all of the features and functionality of Contact Center Manager Administration 6.0 are available in this configuration. For example, the SIP (Session Initiation Protocol), Universal Networking, and Open Queue features are only available when Contact Center Manager Administration 6.0 is administering a Contact Center Manager Server 6.0. Additionally, there are limitations for maximum number of script variables (20), and the character limit on a script (30 000) when a Contact Center Manager Administration 6.0 is supporting a Symposium Call Center Server 5.0 SUS0504. Contact Center Manager Administration 6.0 is supported in the co-resident configuration only with Contact Center Manager Server 6.0 (for example, Contact Center Manager Administration 6.0 is not supported in a co-resident configuration with Symposium Call Center Server 5.0).
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Planning your upgrade The following section describes common upgrade scenarios and the tasks that you must perform to successfully complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration 6.0.
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 to Contact Center Manager Administration 6.0 on the same server Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 on server A to Contact Center Manager Administration 6.0 on server B Nortel does not support a direct migration from Symposium Web Client 4.5 on a source server to Contact Center Manager Administration 6.0 on a new server. That is, you cannot back up Symposium Web Client data on the source server and restore that database backup to Contact Center Manager Administration 6.0 on a new target server. To upgrade to Contact Center Manager Administration 6.0 in this scenario, you can choose one of the following two options. Option 1 (recommended) Nortel recommends this option because you can maintain a fully operational Symposium Web Client on the source server while you perform the upgrade on the target server. This is documented as an end-to-end procedure in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server”.
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1.
Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source server to the target server using backup and restore.
3.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server.
Option 2 1.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the source server. For details, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server.”
1.
Install Contact Center Manager Administration on the target server. For details, see Chapter 3, “Install the software on the primary server.” You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Contact Center Manager Administration data from the source server to the target server. For details, see Chapter 11, “Migrating CCMA 6.0 to a new server.”
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows 2000 to Contact Center Manager Administration 6.0 In this scenario, you must use two servers because Contact Center Manager Administration does not support a direct upgrade from Windows 2000/ Advanced Server to Windows Server 2003. 1.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows 2000 platform on the source server to a Windows 2003 platform on the target server. For details, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” You must also install the same Service Update level on the target server as is installed on the source server.
2.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server. For
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information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server.”
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Upgrading access classes and partitions To support the new partition and user options, users created in Symposium Web Client 4.5 need to be upgraded to function correctly in Contact Center Manager Administration 6.0. This is an automatic process and is integrated into the Contact Center Manager Administration upgrade/install application. The upgrade procedure is logged to the following location on the Contact Center Manager Administration server: Program Files\Nortel Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
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Timing The following upgrade times provide guidance on the time required for software upgrade.
Upgrading from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on the same server Preinstallation (including operating system installation/configuration): 2.5 hours Upgrading the Server Software: 30 minutes Postupgrade: 1.5 hours
Upgrading from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on a new server Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server) Installing the Server Software: 30 minutes Postinstallation: 1.5 hours 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:
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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
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Section A: Before you begin the migration
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Section B: Prepare the source server for the migration
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Section C: Prepare the target server for the migration
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Section D: Migrating and restoring the data
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Section E: Postmigration tasks
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Overview This chapter describes how to migrate from Symposium Web Client 4.5 SU05 (or later) on a Windows 2000 Server/Advanced Server platform (source server) to a Windows 2003 Server platform (target server). It is assumed that there is an existing Symposium Web Client 4.5 SU05 (or later), which is correctly configured and functioning on a Windows 2000 Server/Advanced Server (source server) platform, and that there is a second server (target server) available for an installation of Windows Server 2003 with Symposium Web Client 4.5 SU05 (or later). The procedures in this chapter describe an off-network migration. This gives you the option of reusing the IP address of the source server, instead of having to obtain a new IP address. After completing the procedures in this chapter, you can perform a direct upgrade from Symposium Web Client 4.5 on a Windows 2003 platform to Contact Center Manager Administration 6.0. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
Skills and privileges you need Due to the complex nature of the procedure to migrate between platforms, it is essential that the person performing the migration has expertise in information technology and network administration. You require administrative privileges on the source server and the target server to perform some of the procedures in this guide.
Migration prerequisites The migration procedure requires that you have two servers:
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the current application server with Windows 2000 Server/Advanced Server (source server) and Symposium Web Client 4.5 SU05 (or later) installed
2.
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To successfully complete the migration without corruption of data, you must ensure that your source server and target server meet the following conditions:
Each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/ Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain. The source server and the target server must have different names. The Winzip application must be installed on both the source server and the target server to extract the migration software.
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In this section Step 1. Print data migration checklists
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Step 1. Print data migration checklists Print the following checklists before starting the migration. Use these checklists to ensure that your servers are set up correctly and that all steps are performed. Preparation checklist for Windows 2000 Server/Advanced Server (Source Server)
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1
Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and configured on the source server. For information, see Step 3. “Ensure that SWC 4.5 SU05 (or later) is installed” on page 615.
❏
2
Back up the Windows 2000 Server/Advanced Server (source server). For information, see Step 4. “Perform a full backup of the source server” on page 616 and Step 5. “Back up migration data on the source server” on page 617.
❏
3
Copy and extract the AD Data Migration zip file onto Windows 2000 Server/Advanced Server (source server). For information, see Step 6. “Extract the AD Data Migration zip file onto the source server” on page 621.
❏
4
Ensure Domain Name Server (DNS) on Windows 2000 Server/ Advanced Server (source server) is correctly configured. For information, see Step 7. “Ensure DNS is correctly configured on the source server” on page 622.
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5
Migrate filters containing routes. For information, see Step 8. “Clear routes from filters” on page 629.
❏
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Preparation checklist for Windows Server 2003 (Target Server)
1
Install and configure Symposium Web Client 4.5 SU05 (or later) on the Windows Server 2003 (target server). For information, see Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on page 633.
❏
2
Ensure DNS is configured correctly on Windows Server 2003 (target server). For information, see Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on page 633
❏
3
Add Windows Server 2003 (target server) into the Windows 2000 Server/Advanced Server (source server) domain. For information, see Step 10. “Ensure source server IP address is primary DNS server” on page 699.
❏
4
Log the target server onto the Windows 2000 Server/Advanced Server (source server) domain using domain Administrator account. For information, see Step 13. “Log the target server onto the source server domain” on page 705.
❏
5
Copy and extract the AD Data Migration zip file onto the Windows Server 2003 (target server). For information, see Step 14. “Extract the AD Data Migration zip file” on page 706.
❏
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Step 2. Download the ADAM data migration software To complete a platform migration of Symposium Web Client 4.5 from Windows 2000 Server/Advanced Server (source server) to a Windows Server 2003 (target server), you require ADAM data migration software. The software is available on ESPL (Enterprise Solutions PEP Library), formerly known as MPL (Meridian Patch Library). You can download the software from www.nortel.com/espl.
Downloading the ADAM Migration software You can find the software in the Web Client area on ESPL at the link entitled ADAM Data Migration Software. ESPL is available for distributors and certain COAM customers. To access ESPL, you must register at www.nortel.com/register. After registering, call 1800-4-NORTEL to request access. All other customers seeking patch information must contact their distributor or a Nortel representative. For North American users, certification is required and can be obtained by attending the Advanced Patch Training course (I.D. 6916AEN). 1
Go to www.nortel.com/espl.
2
From the main menu, select Multimedia PEP Search.
3
Select Click Here.
4
In the ID (SU or PEP) text box, type AD to ADAM Migration Tool.
5
Click Search. Result: The search returns one item matching the search parameter.
6
Click the AD to ADAM Migration hyperlink from the search results list. Result: A new window appears containing all details for the AD to ADAM Migration Tool.
7
Scroll to the Attached Files section at the end of the page. Result: There are two files located in the AD Data Migration.zip folder:
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Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
AD Data Migration.zip—The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. The zip file contains two msi files called ADAM Migration Tool.msi and ADAMSchema.msi. This zip file needs to be extracted onto both the source server and the target server.
Migrating Symposium Web Client platform from Windows 2000 to Windows 2003.
Click AD Data Migration.zip to download the required files to the directory of your choice on the source server and the target server.
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Section B: Prepare the source server for the migration
In this section Overview
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Step 4. Perform a full backup of the source server
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Step 5. Back up migration data on the source server
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Step 6. Extract the AD Data Migration zip file onto the source server
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Step 7. Ensure DNS is correctly configured on the source server
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Step 8. Clear routes from filters
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Overview The following section details the tasks required to prepare the Windows 2000 Server/Advanced Server (source server) for the migration. Nortel recommends that you print the checklists provided in step 1 to ensure that each task is completed. To prepare the source server for the migration you must complete the following tasks:
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Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and configured on the source server.
Back up the source server.
Copy and extract the AD Data Migration zip file onto the source server.
Configure DNS on the source server.
Clear routes from filters.
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Step 3. Ensure that SWC 4.5 SU05 (or later) is installed Your source server must be an existing application server with Windows 2000 Server/Advanced Server and Symposium Web Client 4.5 SU05 (or later) installed. You must install and configure the source server according to instructions in the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.
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Step 4. Perform a full backup of the source server Before you perform the migration procedure or perform any significant upgrade of the application server, Nortel recommends that you make a complete backup of the entire Symposium Web Client application server, including Active Directory and system state, using a proven third-party backup tool of your choice, or the Microsoft Windows 2000 Server backup method. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. During the backup procedure, you must ensure that no data is changed between the back up of Active Directory and the data files. Therefore, Nortel recommends that you perform backups during periods of low activity.
Performing a full backup of the Windows 2000 Server/Advanced Server (source server) If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For details about creating full backups of the application server, refer to Microsoft documentation or the documentation of the third-party backup tool of your choice. ATTENTION
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You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
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Step 5. Back up migration data on the source server After you perform a full backup of the source server (see Step 4. “Perform a full backup of the source server” on page 616), create a backup of the individual Nortel data files that are stored outside of Active Directory on the source server. Nortel recommends that you back up the individual Nortel files in addition to performing a full backup of the source server as this creates a more manageable backup file containing only the data files that need to be restored to the target server. The data files that are stored outside of Active Directory that you must back up before performing the full platform migration procedure include the following:
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files are not transferred automatically from the source server to the target server during the migration. These files must be restored separately on to the target server to complete the migration between platforms. To back up these files, select one of the following options:
Option 1: Manually copy files—Manually copy the files to a secure storage location, such as a tape drive or a safe network drive. For information, see “Option 1: To back up data stored outside of Active Directory by manually copying files” on page 618. Option 2: Windows Backup Tool—Use the Windows Backup Tool to back up the Symposium Web Client data files. For information, see “Option 2: Using the Windows Backup Tool to back up data stored outside of Active Directory” on page 618.
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Option 1: To back up data stored outside of Active Directory by manually copying files Back up the files in the following list of folders to a secure storage location (for example, a tape drive or a safe network drive):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML (where C is the drive on which Symposium Web Client is installed).
In addition to the preceding list of files, you must also back up any files that you save on the application server for Symposium Web Client operations, such as:
custom report templates
Historical Reporting output files
snapshots of real-time displays
snapshots of Emergency Help panels
The locations of real-time display snapshots and emergency help snapshots are decided by the user. The following is a list of default paths:
Real-time display snapshots are stored as HTML files at C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the drive on which Symposium Web Client is installed). Emergency Help snapshots are stored as HTML files at C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive on which Symposium Web Client is installed).
Option 2: Using the Windows Backup Tool to back up data stored outside of Active Directory You can use the Windows Backup Tool to back up the Symposium Web Client data files. To do so, you must back up the Symposium Web Client files listed in the procedure “Option 1: To back up data stored outside of Active Directory by manually copying files” on page 618. 618
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1
Click Start > Programs > Accessories > System Tools > Backup.
2
Click the Backup tab.
3
To create a backup set of selected files, open the Select Files To Backup window. In this window, each drive, folder, and file has a check box next to it. If a check box is selected, the file, the contents of the folder, or the contents of the drive are backed up. If a check box is selected with a dark background, some items, but not everything, in the folder or drive is backed up.
4
Select the following files to back up:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
(where C is the drive on which Symposium Web Client is installed).
the directories where you store the following types of files (if the directories are not the default folders specified in step 4): Historical report output files Custom report templates Real-time display snapshots—are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the drive on which you installed Symposium Web Client) Emergency Help snapshots—are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive on which you installed Symposium Web Client).
5
Click Next Step.
6
In the Select a destination for the backup window, select the destination for the backup.
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If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Select a destination for the backup window. If you have no tape drive, or if your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Select a destination for the backup window. 7
Click Start Backup. If you create a new backup set, you are prompted to name the new backup set. Result: Backup informs you when the backup operation is finished.
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Step 6. Extract the AD Data Migration zip file onto the source server The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. For the download location of this software, refer to Step 2. “Download the ADAM data migration software” on page 610. The zip file contains two msi files:
ADAM Migration Tool.msi
ADAMSchema.msi
This zip file needs to be copied and extracted onto the source server. The Winzip application must be installed on the source server to extract the files contained within the zip file.
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Step 7. Ensure DNS is correctly configured on the source server This step provides detailed instructions for the correct configuration of DNS on a Microsoft Windows 2000 server/Advanced Server running Active Directory that is being used as a Symposium Web Client application server. This computer acts as a Domain Controller as Active Directory must be installed for Symposium Web Client to operate correctly.
Configuring the DNS Client on Symposium Web Client, for Host Name Resolution 1
Click Start > Settings > Control Panel.
2
Double-click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
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Right click Local Area Connection, and then select Properties from the resulting menu. Result: The Local Area Connection Properties window appears.
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Highlight Internet Protocol (TCP/IP), and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
5
Click Advanced. Result: The Advanced TCP/IP Settings window appears.
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Click the DNS tab. Result: The DNS page appears.
7
In the DNS server addresses, in order of use section, click Add. Result: The TCP/IP DNS Server dialog box appears.
8
In the DNS Server box, type the IP address of the Symposium Web Client server.
9
If the DNS server handles a standalone domain that is used only for the Symposium Web Client application, do not select the Append primary and connection specific DNS suffixes option.
10
If applications running on this server are required to resolve network names that may not be fully qualified, Nortel recommends that you select the Append these DNS suffixes (in order) option, and then click Add. Result: The TCP/IP Domain Suffix dialog box appears.
11
In the Domain Suffix box, type the DNS suffixes that your organization uses. These suffixes are used to create fully qualified names when queries are forwarded from this server.
12
Select the Register this connection's address in DNS check box.
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Click OK.
14
Click OK.
15
Proceed to the next procedure.
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Configuring the DNS Server on Symposium Web Client to support Forwarding You must configure the DNS server running on the Symposium Web Client application server to allow requests to be forwarded. This means that any requests that the local DNS server process cannot resolve (for example, requests for machine names that are not in the Symposium Web Client server domain) are sent to another DNS server that can perform the translation. Nortel recommends that the DNS servers that you configure are for the customer network. 1
Click Start > Programs > Administrative Tools, and then click DNS. Result: The DNS manager appears.
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2
Expand the Forward Lookup Zone folder.
3
If only one zone using the domain name is present, proceed to step 5.
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If the Forward Lookup Zones node contains two nodes, one titled ., a root zone was configured. This indicates to the DNS server process that this node is a root internet server (for example, it can resolve all DNS queries without external assistance) and as such does not use forwarders or root hints to resolve requests. You must remove this node before you can enable DNS forwarding. 4
Right-click the . node, and then select Delete from the resulting menu.
5
Right-click the DNS server object, and then select Properties from the resulting menu. Result: The DNS server object properties dialog box appears.
6
Select the Forwarders tab. Result: The Forwarders page appears.
7
Select the Enable Forwarders check box
8
In the IP address box, type the address of the first DNS server to which to forward requests.
9
Click Add.
10
Repeat steps 8 to 9 to add any additional DNS servers to which requests can be forwarded.
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11
Click Apply.
12
Click OK.
13
Close the DNS manager.
14
Restart the DNS Server service.
15
Restart the server.
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Step 8. Clear routes from filters Due to the referential nature of Active Directory and Active Directory Application Mode (ADAM), the ADAM migration procedure does not migrate filters containing routes. This is because routes are not contained in partitions and therefore are not referenced in Active Directory or Active Directory Application Mode (ADAM). To work around this limitation, you must clear routes before migrating filters that contain routes. ATTENTION
Any historical filter containing routes do not migrate, and you lose all the information contained in the filter unless you complete the procedure “Clearing routes from filters” on page 629.
Clearing routes from filters For each user with historical filters containing routes: 1
Log on to Symposium Web Client on the Windows 2000 Server/Advanced Server (source server).
2
Go to the Historical Reporting component.
3
Go to the Filtersets page in the Historical Reporting component.
4
Open each of the filters containing routes and clear all the route numbers. ATTENTION!
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Section C: Prepare the target server for the migration
In this section Overview
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Step 9. Install SWC 4.5 SU05 (or later) on the target server
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Step 10. Ensure source server IP address is primary DNS server
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Step 11. Connect source server and target server off-network (optional)
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Step 12. Add the target server to the source server domain
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Step 13. Log the target server onto the source server domain
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Step 14. Extract the AD Data Migration zip file
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Overview After you prepare the source server for the migration procedure, you must also prepare the Windows Server 2003 (target server). This section details the tasks required to prepare the Windows Server 2003 (target server):
Install Symposium Web Client 4.5 SU05 (or later) on the target server. Ensure the IP address of the source server is configured as the primary DNS server on the source server. Add the target server (Windows 2003) into the source server domain. Log the target server onto the Windows 2000 Server/Advanced Server (source server) domain using domain Administrator account. Copy and extract the AD Data Migration zip file onto the target server.
Nortel recommends that you print the checklists provided in Step 1 to ensure that each task is completed.
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Step 9. Install SWC 4.5 SU05 (or later) on the target server You must install and configure Windows Server 2003 and Symposium Web Client 4.5 SU05 (or later) on the target server. To successfully complete the migration without corruption of data, each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. For more information about installing and configuring Symposium Web Client 4.5, see the Nortel Symposium Web Client Planning, Installation, and Administration Guide.
Installing and configuring Windows Server 2003 Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server. Install Windows Server 2003 Enterprise Edition or Standard Edition, including SMTP and IIS on the primary NTFS partition.
Windows Server 2003 requirements When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing
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Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition. To install IIS and Terminal Services, you must scroll through the list of components, and check Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel recommends that you install both on the application server. When you install Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. Client Access Licensing Consult Microsoft for the latest information about Client Access Licensing. ATTENTION
Nortel accepts no liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License only; they do not require a separate Terminal Services Client Access License.
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If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 Client Access License (CAL) per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel does not provide these Client Access Licenses. If the client PC accesses only Script Variables or Application Thresholds, these licenses are not required.
Domain group policies and the application server For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server. Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting.
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You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information about group policies and Symposium Web Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center Web site (www.nortel.com/pic). Windows Server 2003 checklist This checklist provides you with an high-level overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceAdmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Symposium Web Client either as webadmin or as any other user.
Windows Server 2003 installation checklist
✓
Set up a partition on the application server with an NTFS file system on ❑ the partition that contains the Web Client application. ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows Server 2003 files to the hard drive. When the copy process is complete, the system restarts.
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❑
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Windows Server 2003 installation checklist
✓
Regional and Language Options window
❑
To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear. To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details. Personalize Your Software window
❑
Type your name and the name of your organization. Your Product Key window
❑
Type the product key for your installation. Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CAL) that you purchase. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you purchase, whichever is lower. For the Windows Server 2003 CALs, you ca purchase a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of license that best suits your organization. Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows Server 2003 CALs and do not require access to Scripting.
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✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. The computer name can be a maximum of 15 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (-). No other characters are allowed (for example, the name cannot include any underscores [_]). 2 Type the password for the Administrator account for this computer. You must use this password whenever the username Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode because both applications require that the computer name be identified on the network. To help prevent disruption, on a Windows Server 2003 platform (either stand-alone or co-resident), if you change the computer name of the application server after you install the Symposium Web Client software, you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility. ❑
Date and Time Settings window
Adjust as required. ❑
Network Settings window
1 Click Custom Settings. 2 Click Next. The Networking Components window appears.
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Networking Components window
❑
Use this window to set up subnets, gateways, and domain names. Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. 1 Click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Do not use dynamic IP addressing. 2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. When you perform an off-network platform migration, you can use any IP address in this step. At this point in the procedure, the IP address on the target server must be different to the IP address on the source server. However, you can change the IP address on the target server to the source server IP address after the migration and before you connect the server back to the network. 3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 4 Click Advanced. The Advanced TCP/IP Settings window appears.
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Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Next. The Workgroup or Computer Domain window appears. Workgroup or Computer Domain window
❑
If you install a stand-alone or co-resident server, you add the server to your domain only after you install the operating system and Symposium Web Client. 1 Click No, this computer is not on a network, or is on a network without a domain. 2 Click Next. The Installing Components window appears. In Windows Server 2003, you can add the application server to an existing domain, rather than setting it up as a domain controller. To do so, you must choose No, this computer is not on a network, or is on a network without a domain in this installation window, and then add the server to your domain after you install the Symposium Web Client application. ❑
Installing Components window
The Windows Server 2003 setup wizard continues with the installation, copying the files required for the settings you selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created.
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Manage Your Server
❑
1 Click Add or remove a role. The Preliminary Steps window appears. 2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears. 3 Click Custom configuration, and then click Next. The Server Role window appears. 4 Click Add or Remove Programs. The Windows Components window appears. Proceed to the next step.
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Windows Components window
❑
Accept the default values in this window, and click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Web Client Scripting component. 1 IIS is a subcomponent of Application Server and is selected by default. Click Application Server, and then click Details to check IIS on the components list. 2 SMTP is a subcomponent of IIS and is cleared by default. Click Internet Information Services, and then click Details to check SMTP on the components list. 3 If you selected any values, click OK to return to the Windows Components window. 4 Click Next. As of date of publication, the following information about Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel accepts no liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, these licenses are not required.
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Terminal Server Setup windows
❑
1 In the first window, read the information about Terminal Services, and then click Next. 2 Click Full Security, and then click Next. The Terminal Server Licensing Setup window appears. 3 Click Your Domain or Workgroup. 4 Accept the default location for the license server database, and then click Next. The Configuring Components window appears. 5 When the system has finished configuring the components you selected, restart the server when it prompts you to do so. Creating shared folders on the application server
❑
After you install Windows Server 2003, create the shared folders and add the printers on the application server that is used for Scripting and Historical Reporting.
Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server) Nortel recommends that you install Windows Server 2003 on a clean server that is newly partitioned and free of other operating system attributes. However, if the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, you must manually configure the server with the correct permissions for proper Symposium Web Client functionality. This procedure assumes that you install Windows Server 2003 on an application server that had previous operating system attributes or partitions on it. Follow the procedures in this section to manually configure the server. The procedures can be broken down into two main steps, as follows:
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1.
After you install Windows Server 2003, verify that the default Windows groups and permissions exist on all system drives.
2.
If the default groups and permissions do not exist, add and remove groups as necessary, and grant all groups the default permissions.
Verifying the groups and permissions on all system drives By default, when you install Windows 2000 Server, the system includes the following groups:
Administrators
Creator Owner
Users
System
When you install Windows Server 2003 on a computer that contains Windows 2000 Server attributes or partitions, you must ensure that the server contains these default groups with the default permissions listed in this procedure. If the drives contain any additional groups (for example, the Everyone group), you must remove them. 1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting menu. Result: The Local Disk Properties window appears.
644
3
Click the Security tab.
4
In the Group or usernames box, ensure that the Administrators group appears with Allow check boxes selected for the following permissions:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write
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If the permissions are different than these, select or clear the Allow check boxes until they match these permissions, and then click OK to save your changes. If the Administrators group is not listed, you must add it on this drive with the preceding list of permissions. For information, see “Adding the required groups to all system drives” on page 647. 5
Click Apply to save your changes.
6
In the Group or usernames box, ensure that the Creator Owner group appears with no permissions selected in the Allow column at the bottom of the window. By default, the Special Permissions check box is selected. However, this permission is read-only and cannot be changed.
7
Click Apply to save your changes.
8
In the Group or usernames box, ensure that the System group appears with the following permissions selected in the Allow column at the bottom of the window:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write
If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. If the System group is not listed, you must add it on this drive with the preceding list of permissions. For information, see “Adding the required groups to all system drives” on page 647. 9
Click Apply to save your changes.
10
In the Group or usernames box, ensure that the Users group appears with the following permissions selected in the Allow column at the bottom of the window:
Read & Execute
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Read
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If the permissions are different than these, select or clear the Allow check boxes until they match these permissions, and then click OK to save your changes. If the Users group is not listed, you must add it on this drive with the preceding list of permissions listed. For information, see “Adding the required groups to all system drives” on page 647. 11
If any other groups appear in this window (for example, the Everyone group), highlight the group, and then click Remove.
12
Click Advanced. Result: The Advanced Security Settings for Local Disk window appears.
13
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Ensure that the settings are as shown in the preceding figure:
Administrators has Full control permissions over This folder, subfolders and files
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System has Full control permissions over This folder, subfolders and files
Users has Read & Execute permissions over This folder, subfolders and files
14
If there are any extra permissions or groups shown (for example, the Everyone group), highlight them, and then click Remove.
15
Click OK to save your changes and close the Advanced Security settings window.
16
In the Local Disk Properties window, click OK to save all your new settings. Result: A window appears, asking you to confirm that you want to apply these changes.
17
Click OK.
18
Repeat steps 2 to 17 on each system drive in the application server.
Adding the required groups to all system drives If any of the default groups that you require do not exist on any of the system drives, you must add them. After you add them, follow the steps in “Verifying the groups and permissions on all system drives” on page 644 to grant the groups the proper permissions. 1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting menu. Result: The Local Disk Properties window appears.
3
Click the Security tab.
4
Click Add. Result: The Select Users, Computers, or Groups window appears.
5
In the top of the window, locate the group that you want to add (for example, Users).
6
Double-click the account. Result: The user account appears at the bottom of the window.
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Click OK. Result: The user account appears in the Local Disk Properties window.
8
Follow the steps in the procedure “Verifying the groups and permissions on all system drives” on page 644 to grant the group the proper permissions.
9
Repeat steps 4 to 8 until you add all the required groups.
Applying security patches to the application server Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor. Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required.
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If Symposium Web Client does not function properly after you apply a Microsoft security patch, you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel verified the Microsoft patch for its compatibility with Symposium Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) Web site at www.nortel.com/pic. On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.
Installing Sybase Open Client on the application server You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client. If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “Upgrading the Sybase 12.5 ODBC driver” on page 653. Verifying the version of Sybase Open Client that is already installed If Sybase version 12.0 is installed on the application server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. 1
On the server, click Start > Control Panel > System. Result: The System Properties window appears.
2
Click the Advanced tab.
3
Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
Installing Sybase Open Client If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is already installed, and you need not install it again. You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client functions with Sybase Open Client 12.5 only. If the application server already has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before installing version 12.5. 1
Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D is the CD-ROM drive.
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Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
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Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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If you install the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, you type E:\Sybase. However, if you do not know this location, you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
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Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files are copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation:
replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. If the message “COMCTL32.DLL – The system does not need this update.” appears, click OK. When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 14
Click Yes. Result: It can take several minutes for the dialog box prompting you to restart to system to appear. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION!
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Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The installation wizard carries out some final configuration procedures after the system restarts.
Click OK.
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Close the Control Panel window. Continue with the following procedure, “Upgrading the Sybase 12.5 ODBC driver.”
Upgrading the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is installed and you need not install it again, and you need not upgrade the Sybase 12.5 ODBC driver. For further instructions, see the instructions.txt file, which is in the EBF11113 folder on the Symposium Web Client CD-ROM. If Sybase Open Client 12.5 is installed on the application server and you upgrade Symposium Web Client 4.5 from one build to the next, you must still perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before you upgrade the Symposium Web Client software. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type iisreset, and then click OK.
3
Install the updated driver, EBF11113, as follows: a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM.
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b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify whether all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start > All Programs > Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to verify whether any error messages were recorded during the xcopy. Following a successful update, the text file contains results similar to the following list:
EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll
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EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
Installing Symposium Web Client 4.5 on the application server Before you begin: 1.
Ensure that you installed and configured the following Windows components and third-party software on the application server: Windows Server 2003 Enterprise Edition or Standard Edition Internet Information Services (IIS) with SMTP Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management) If the setup wizard does not detect these programs or components on the application server, it terminates the installation process.
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2.
Decide if you will install Symposium Web Client as the default Web site on the application server, or if you will install it as a virtual directory on an existing Web site. ATTENTION
3.
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Nortel recommends that you install Symposium Web Client as the default Web site, reserving the application server solely for the use of Symposium Web Client.
Verify that IIS is completely installed before you install Symposium Web Client. Click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
Installing Symposium Web Client on the application server (no ADAM replication) You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server. 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D is the CD-ROM drive.
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Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, the installation continues and The Symposium Web Client Setup Wizard window appears.
7
Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
9
Key codes are case-sensitive.
Click Next. If you make an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears.
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Click No. Result: The Customer Information window appears.
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In the User Name and Organization boxes, type the appropriate information.
12
To set up access restrictions for this Symposium Web Client installation, select one of the following options:
Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client.
ATTENTION
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your username and password can log on to Symposium Web Client.
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Click Next. Result: The SOAP Configuration Parameters window appears.
14
Type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain Simple Object Access Protocol (SOAP) Web Services Description Language (WSDL) files are installed and function properly. OR If the Symposium Web Client default URL is the same as the application server computer name, accept the default value shown. OR If the Symposium Web Client default URL is the application server fully qualified host name (for example,.<domain name>.com), type this name. OR
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If you install Symposium Web Client as a virtual directory on an existing Web site, type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name. ATTENTION
If you are uncertain of the Symposium Web Client default URL, you can accept the default value shown. However, if the client PCs that are used to access the application server are outside the server domain, you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you use the fully qualified domain name in this window, and if you add the application server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. If you change the computer name after you install Symposium Web Client on Windows Server 2003, some SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration. For more information about changing the computer name of the application server, see Appendix B, “Change the names or IP addresses of servers.”.
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Click Next. Result: The Port Configuration for ADAM window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting these default values, check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type window appears.
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To install Symposium Web Client as the default Web site on the application server, select the Default option. Nortel recommends that you select Default, reserving the application server solely for the use of Symposium Web Client for optimum performance. OR To install Symposium Web Client as a virtual directory on an existing Web site, select the Existing option and Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name. Note: The name you choose becomes the name of the folder in the Default Web Site tree in IIS.
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Click Next. Result: The Setup Type window appears.
20
Select Complete.
21
Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
If you did not install the required third-party applications prior to installing Symposium Web Client, installation ends. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
If there are files in use or open windows that prevent the Symposium Web Client installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, click Ignore. The installation proceeds. 23
After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Symposium Web Client functionality.
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You are required to type the old password only if you reinstall Symposium Web Client 4.5 and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceAdmin user account. After you install Symposium Web Client, you can change this custom password.
25
In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.
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Then the system installs Active Directory Application Mode (ADAM).
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When the system is finished installing ADAM, click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
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Sometimes the Welcome window does not appear; instead, the system automatically starts installing the SOAP files. Result: The system installs the required SOAP components and the ADAM schema. The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: If you install Symposium Web Client on a co-resident server, and you choose to install TAPI 3.0 on the server, a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.
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If you choose not to install TAPI 3.0, the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer. 28
Click Install. Result: The Installing Symposium Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Web Client Setup Wizard window appears.
29
Click Finish. Result: The Symposium Web Client Installer Information window appears.
30
Click Yes to restart the system.
Applying the Service Update Download and apply the same Service Update as is currently on the Windows 2000/Advanced server (source server) from the Nortel Enterprise Solutions PEP Library Web site at www.nortel.com/espl. To register for this Web site, follow the instructions listed at www.nortel.com/register.
Configuring the application server (Windows Server 2003) You must perform this procedure on application servers running Windows Server 2003 after you install Symposium Web Client. This procedure replaces the anonymous user account in IIS (IUSR_ComputerName) with a custom user account that is created during installation of SWC (IUSR_SWC).
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You need to perform this procedure once only and only if the operating system installed on the application server is Windows Server 2003. If you upgrade Symposium Web Client after you perform this procedure, you need not perform the procedure again. Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR_SWC user account, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20.
7
Click OK. Result: A window appears confirming that the password was set.
8
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
16
Click Advanced. Result: The following window appears.
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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 window reappears with the IUSR_SWC account listed at the lower portion of the window.
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Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
22
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
23
Click OK to save your changes.
24
Close all windows.
25
To complete the procedure, run iisreset. Click Start > Run.
26
In the Open box, type iisreset.
27
Click OK.
28
Close all windows to complete the procedure.
Changing the iceAdmin user account password After you install Symposium Web Client and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. If you delete this user account, you cannot log on to Symposium Web Client either as webadmin or as any other user.
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1
Click Start > All Programs > Symposium Web Client > 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 window appears.
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4
In the Old Password box, type the old password for this account.
5
In the New Password box, type the new password for the iceAdmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
To configure Internet Explorer 6.0 or later on the client PC Before you begin, ensure that you install the latest available Service Packs. For more information about the required service packs for Internet Explorer 6.0 and later, see www.microsoft.com. To verify the installed Service Pack, start Internet Explorer and select Help > About from the menu. If the client PC is running Windows XP Service Pack 2, in addition to the following procedures, there are additional steps that you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2” on page 687. If the client PC is running Windows Server 2003 with the latest supported service pack, in addition to the following procedures, there are additional steps you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack” on page 689.
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Configuring Internet Explorer 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time it is required by the Contact Center Manager Administration component in which you work. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites window appears.
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Clear the Require server verification {https:} for all sites in this zone check box.
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In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://. If you used the fully qualified domain name when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box.
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Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
23
Click OK to return to the Internet Options window.
24
Click the Advanced tab.
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Under Browsing, clear the Reuse windows for launching shortcuts check box.
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Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2 If the client PC is running Windows XP Service Pack 2, in addition to the procedures in “To configure Internet Explorer 6.0 or later on the client PC” on page 681, you must either add Internet Explorer to the firewall exceptions list or open multicast and unicast ports. Adding Internet Explorer to the firewall exceptions list For further details about adding programs or services to the firewall exceptions list, consult www.microsoft.com. 1
On the client PC, click Start > Control Panel > Security Center > Windows Firewall.
2
On the Exceptions tab, under Programs and Services, select Internet Explorer, and then proceed to step 4. OR If Internet Explorer is not listed, on the Exceptions tab, click Add Program.
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In the Add a Program dialog box, click Internet Explorer, and then click OK. Result: Internet Explorer appears, selected, on the Exceptions tab, under Programs and Services.
4
Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you can open the multicast and/or unicast ports. For information, see the following procedure. Opening multicast and unicast ports in Windows XP with Service Pack 2 For more information about opening ports, consult Microsoft documentation at www.microsoft.com. Use this procedure to individually open the following ports:
Emergency Help, UDP 8200 Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130 Unicast real-time reports, UDP 7025;7035;7045;7055;7065;7075;7085; 7095;7105;7115;7125;7135
1
Click Start > My Network Places.
2
Under Network Tasks, click View Network Connections.
3
Right-click the connection that you use for the Internet, and then click Properties.
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Click the Advanced tab, and then click Settings. If the Settings button is unavailable, Internet Connection Firewall is not enabled on this connection, and you need not open any ports (because they are all already open).
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Click Add to open a new port.
6
In the Description box, type a name for the port. For example, type File Sharing: Port 445.
7
In the Name or IP address of the computer hosting this service on your network box, type 127.0.0.1.
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You can specify the IP address of an internal computer. But you typically use 127.0.0.1. 8
In the External port and Internal port boxes, type the port number. Generally, this number is the same.
9
Click either TCP or UDP, and then click OK.
10
Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service Pack 2, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is located on the Partner Information Center (PIC) Web site at www.nortel.com/pic.
Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions.
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Configuring Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in “To configure Internet Explorer 6.0 or later on the client PC,” on page 681. 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
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Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears. 11
Click OK to exit the Internet Options window.
12
On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings window appears.
13
In the Address of Web site to allow field, type the Contact Center Manager Administration Web site address (for example, http://pbrwd0p0)
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Click Add.
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Click Close.
16
Restart Internet Explorer to activate your changes.
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Install Simple Object Access Protocol Previous versions of Symposium Web Client used Remote Data Service (RDS) technology for retrieving data through client PCs from the application server. However, in Symposium Web Client 4.5 and later, this method of data retrieval is no longer applicable. For Symposium Web Client 4.5 (and later) to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the application server and that runs any one of the following operating systems:
Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server
SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages. Installing Simple Object Access Protocol When you use the client PC to connect to an application server running Symposium Web Client 4.5, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, a warning message appears, followed by a series of windows that enable you to download and install the SOAP files directly from the application server. You have three choices: you can click Cancel to download it later; you can save the software to the client PC hard disk for later installation; or you can install the software immediately. Some Internet Explorer versions require the Internet Explorer setting Automatic prompting for file downloads in the Downloads section also to be set to Enable for the Trusted Sites zone, to allow the SOAP files download prompt to be displayed. Only users who log on to the client PC with administrator privileges can install the software. If users without administrator privileges log on to the client PC, they can download and save the ClientSOAP.msi file to the client PC hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Symposium Web Client until the client SOAP software is installed.
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You need to perform this installation once only on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward. 1
On the client PC, open Internet Explorer.
2
In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>.
3
Press Enter. Result: The Symposium Web Client main logon window appears.
4
In the username and Password boxes, type your logon details, and then click Login. Result: A warning message appears, notifying you that you must have SOAP 3.0 installed on the client PC.
5
Click OK. Result: A message box appears, enabling you to download the SOAP package.
6
Click OK to download the SOAP software.
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To download the software at a later date, click Cancel. Symposium Web Client does not function properly until you install SOAP on the client PC. Result: A window appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.
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Click Open to begin the installation. You must be logged on with administrator privileges to install the SOAP software.
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If you prefer to save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. A window appears, enabling you to choose the location where you want to save the file. A user with administrator privileges must double-click this file to install the software on the client PC. Result: The installation program verifies the operating system and setup of the client PC. The SOAP installation proceeds and the Welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following figure:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears. 10 698
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Step 10. Ensure source server IP address is primary DNS server Before you migrate Symposium Web Client data from the source server to the target server, you must ensure that all domain member servers and clients point to your Windows 2000 DNS server (that is, your source server). Therefore, in TCP/IP properties your primary DNS server must be the IP address of the Windows 2000 DNS server (that is, the IP Address of your source server).
Configuring DNS on the target server to use the Windows 2000 DNS server (source server) 1
Click Start > Settings > Control Panel.
2
Double-click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
Section B: Prepare the source server for the migration613 3
Right-click Local Area Connection and then click Properties.
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Click on Internet Protocol (TCP/IP) and then click Properties. Result: The Internet Protocol (TCP/IP) window appears.
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In the Preferred DNS server box, enter the IP Address of the Windows 2000 Server/Advanced Server (source server).
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Click OK.
7
Close all windows to complete the procedure.
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Step 11. Connect source server and target server off-network (optional) This step is optional. To eliminate the need to obtain a second IP address for the target server, you can perform a full platform migration off-network.
Connecting source server and target server off-network 1
Remove the network cable from the source server to isolate it from the network.
2
Connect the source server and the target server using a hub or a crossover cable.
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Step 12. Add the target server to the source server domain The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain.
Adding the target server (Windows 2003) to the source server domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
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Restart the server when prompted to do so.
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Step 13. Log the target server onto the source server domain After the Windows Server 2003 (target server) boots to Control-Alt-Delete, you must log the target server onto the Windows 2000 Server/Advanced Server (source server) domain.
Logging the target server on to the source server domain using the domain Administrator account 1
Press Ctrl-Alt-Del.
2
Click the Options button on the log on screen.
3
Select the Windows 2000 Server/Advanced server domain from the list.
4
Log on to the Windows Server 2003 (target server) using domain administrator username and password.
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Step 14. Extract the AD Data Migration zip file The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. For the download location of this software, refer to Step 2. “Download the ADAM data migration software” on page 610. The zip file contains 2 msi files:
ADAM Migration Tool.msi
ADAMSchema.msi
This zip file needs to be copied and extracted onto the target server. To extract the files contained within the .zip file, the Winzip application must be installed on the target server.
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Section D: Migrating and restoring the data
In this section Overview
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Step 15. Prepare the source server for the Active Directory transfer
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Step 16. Migrate the Active Directory data to the target server
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Step 17. Update the DNS configuration of the target server
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Step 18. Reset the new computer name of the target server
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Step 19. Run the Symposium Web Client ChangeSOAPSrv utility
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Step 20. Reset iceAdmin password
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Step 21. Change the IP address of the target server
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Step 22. Reconnect to the customer LAN
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Step 23. Restore the data files from the source server to the target server 738
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Overview This section describes the procedures that you must follow to migrate and restore your server data from Symposium Web Client 4.5 SU05 (or later) on Windows 2000 Server/Advanced Server (source server) to Windows Server 2003 (target server).
Prerequisites The migration procedure requires that you have two servers: 1.
the current application server with Windows 2000 Server/Advanced Server (source server) and Symposium Web Client 4.5 SU05 (or later) installed
2.
a second server that has Windows Server 2003 (target server) with Symposium Web Client 4.5 SU05 (or later) installed
To successfully complete the migration without corruption of data, you must ensure that your source server and target server meet the following conditions:
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Each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/ Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain. The source server and the target server must have different names.
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Migrating data stored in Active Directory To begin the migration process, you must transfer all Symposium Web Client data that is currently stored in Active Directory on the Windows 2000 Server/ Advanced Server (source server) to the Active Directory Application Mode (ADAM) storage framework on the Microsoft Windows Server 2003 (target server). The data that you transfer in this procedure includes all your existing access classes, partitions, and so on, so that you can continue to use Symposium Web Client as before. The main tasks in the data migration are:
Preparing the Windows 2000 Server/Advanced Server (source server) by running the ADAM Migration Tool.msi. This msi file modifies Active Directory data on the source server so that the data transfer to Active Directory Application Mode on the target server can succeed. Migrating your Symposium Web Client data (stored in Active Directory) from the source server to Active Directory Application Mode (ADAM) on the target server.
Only data stored in Active Directory on the source server is transferred during the data migration. The procedures for migrating data stored in Active Directory are documented in Step 15. “Prepare the source server for the Active Directory transfer” on page 711 and Step 16. “Migrate the Active Directory data to the target server” on page 713.
Restoring data that is not stored in Active Directory The migration tool does not transfer the following information from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server):
Real Time Reporting Configuration settings (IP Send and IP Receive Addresses)
Emergency Help Configuration Settings
Filters containing routes
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Files that are not stored in Active Directory.
These files are restored from your backup files or reconfigured on the target server after you complete the migration procedure. The procedures for restoring data that is not stored in Active Directory are documented in Step 17. “Update the DNS configuration of the target server” on page 718.
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Step 15. Prepare the source server for the Active Directory transfer Before you migrate your data from the source server to the target server, you must run the ADAM migration tool utility to prepare the source server for the Active Directory transfer. This utility creates a new attribute in the Active Directory schema and copies data into this new attribute, enabling all data to be transferred to Active Directory Application Mode (ADAM) on the target server. To prepare the source server, you require the AD to ADAM Data Migration software. Therefore, you must ensure that you extract the software on the application server. For information, seeStep 6. “Extract the AD Data Migration zip file onto the source server” on page 621. Executing the ADAM migration tool on the source server 1
Log on to the source server using the Administrator account. ATTENTION
2
You must log on to the source server using the Administrator account before your run the ADAM Migration Tool.msi. If you log on to the source server using another account, or a local administrator account, the ADAM Migration Tool.msi does not function correctly and the migration does not succeed.
Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are present on the source server. To download these tools, see Step 6. “Extract the AD Data Migration zip file onto the source server” on page 621.
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From the source server, run the file called ADAM Migration Tool.msi. Result: The ADAM Migration Tool window appears.
4
Click Next. Result: The system configures Active Directory.
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Step 16. Migrate the Active Directory data to the target server Before you perform this procedure, you must know the following information:
The name of the Windows 2000 Server/Advanced Server (source server) domain to which the source server belongs The administrator password for the Windows 2000 Server/Advanced Server (source server)
Transferring the Active Directory data to the target server 1
Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are present on the target server. To download these tools, see Step 14. “Extract the AD Data Migration zip file” on page 706.
2
From the target server, run ADAM Migration Tool.msi. Result: The Welcome window appears.
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Click Next. Result: A message window appears checking that you executed the ADAM Migration Tool on the source server. This procedure is detailed in “Executing the ADAM migration tool on the source server” on page 711 and must be completed before you proceed to Step 4.
4
Click Yes. Result: The ADAM Migration Tool - Install Shield Wizard window appears.
5
In the Enter the domain name of the Win 2000 Server text box, type the name of the domain of the Windows 2000/Advanced Server (source server) of which the Windows Server 2003 (target server) is now a member. ATTENTION
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Ensure the domain name is entered correctly otherwise the data does not transfer successfully. When you add the domain name, you must use the domain name and not the netbios name (that is, do not append a 0 at the end of the domain name). You must also include the extension. For example, .com.
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6
Accept the default port numbers shown for LDAP and SSL, or type new values if your administrator instructs you to do so. If you change these default values, they must be unique within your organization.
7
Click Yes to create a log file during the file transfer. The log file stores information about the transfer, such as the data transferred and any errors that occurred during the migration. Result: A box appears, prompting you to type the name of the log file.
8
Type the name of your log file. When you type the name of your log file, do not include a directory path, as the log file is automatically created in C:/Program Files/Nortel Networks/WClient/Nortel_Log where C is the drive on which you installed the Symposium Web Client software. You must ensure that you have sufficient space to store this file, as it can be quite large, depending on the amount of data you transfer. You cannot choose the storage location of this file.
9
Click Next. Result: The Ready to Install the Program window appears.
10
Click Install to start the synchronization of Active Directory data (on the source server) with Active Directory Application Mode (ADAM) data (on the target server). Result: The system begins the migration. A window appears, asking you to confirm that Active Directory Application Mode (ADAM) is to be removed from the Windows Server 2003 (target server).
11
Click Yes. Result: Once Active Directory Application Mode (ADAM) is removed, another window appears.
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Click OK. Result: The system then reinstalls Active Directory Application Mode (ADAM) with new settings that enable the synchronization process to take place. When it is finished, a new window appears, asking you to type a password at the command prompt.
13
At the prompt, type the Administrator password for the Windows 2000 Server/Advanced Server (source server), and press Enter. ATTENTION
If you do not type the exact Administrator password, the data does not transfer successfully. This window does not reflect the characters as you type them; that is, no asterisks appear while you type.
Result: The migration process continues. When it is finished, the Completed window appears.
The amount of time it takes for the Completed window to appear from the moment when you type the Administrator password varies. The following criteria influence the speed of the data transfer from the Active Directory on the source server to the ADAM on the target server:
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The speed of the source and target computers used
The speed of the network that the computers are on
The amount of Symposium Web Client data that has to be transferred from the Active Directory on the source server to Active Directory Application Mode (ADAM) on the target server. The more data you have, the more time it takes to perform the transfer.
14
Click Finish to complete the transfer process.
15
Before continuing with the rest of the migration process, perform a quick test to ensure the data was transferred properly. On the Windows Server 2003 (target server), launch Internet Explorer.
16
In the Address box, type the URL or IP address of the Windows Server 2003 (target server). The default URL address is http://<Application Server name>. Result: The main logon window of Symposium Web Client appears.
17
In the username and Password boxes, log on to the server using the webadmin username and password, or any other username/password combination that you know was stored on the Windows 2000 Server/ Advanced Server (source server).
18
Click Login. Result: If you can log on and verify that any servers that were configured on the Windows 2000 Server/Advanced Server (source server) are now visible on the Windows Server 2003 (target server), the data transfer was successful. Do not perform more in-depth tests of the data transfer until you restore the non-Active Directory files from the source server to the target server. For details, see Step 17. “Update the DNS configuration of the target server” on page 718.
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Step 17. Update the DNS configuration of the target server After you successfully transfer all data from the Windows 2000 Server/ Advanced Server (source server) to the Windows Server 2003 (target server), the target server no longer needs to be configured as a member of the source server domain.
Updating the DNS configuration on the target server 1
Log off as the domain user on the Windows Server 2003 (target server), and then log on as the local Administrator on the source server.
2
On the source server, click Start > Settings > Control Panel.
3
Double-click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
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Right-click Local Area Connection and then click Properties. Result: The Local Area Connection Properties window appears.
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Click on Internet Protocol (TCP/IP) and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
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In the Preferred DNS server box, enter the IP address of the DNS server on your network. Your network administrator can provide you with this information.
7
Click OK.
8
Close all windows to complete the procedure.
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Removing the target server from the source server domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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4
In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. To add the server to an existing domain, click the Domain option button, and then type the name of the domain (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
What is next? If you need not change the computer name or IP address, proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. To change the computer name or IP address, proceed to:
Step 18. “Reset the new computer name of the target server” on page 725 Step 19. “Run the Symposium Web Client ChangeSOAPSrv utility” on page 731 Step 20. “Reset iceAdmin password” on page 732
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Step 21. “Change the IP address of the target server” on page 734.
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Step 18. Reset the new computer name of the target server If the do not change the computer name or IP address, you can proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. When you change the computer name on a Windows Server 2003 platform after you install Symposium Web Client, reset the IUSR_SWC account to reflect the new name in order that Symposium Web Client functions properly. Perform this procedure on a stand-alone application server that is running Windows Server 2003 only if you change the computer name of the server after you install Symposium Web Client. Resetting the IUSR_SWC account to reflect the new computer name On a stand-alone application server, an administrator must reset the IUSR_SWC account to reflect the new computer name. 1
Click Start > 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 resulting 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.
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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, highlight the IUSR_SWC account, and then click OK. Result: The Select User window reappears with the IUSR_SWC account listed.
11
Click OK. Result: The Authentication Methods dialog 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.
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Click OK. Result: The Confirm Password window appears.
14
Type the password again, and then click OK. Result: The system records the password.
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Click OK to save your changes.
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Step 19. Run the Symposium Web Client ChangeSOAPSrv utility If you do not change the computer name or IP address, you can proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. After you change the computer name, some SOAP processes do not function properly (because they still refer to the old computer name). On a stand-alone application server, an administrator or support technician must run the Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. Perform this procedure on a stand-alone application server that runs Windows Server 2003 only if you change the computer name of the server after you install Symposium Web Client. Running the Symposium Web Client ChangeSOAPSrv utility 1
On the application server, open a command prompt and navigate to C:\Program Files\Nortel Networks\WClient\Apps\Supportutil where C is the drive on which Symposium Web Client is installed.
2
At the prompt, type ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\ Common\SOAP; where is the name of the server, or the Fully Qualified Domain Name, if this is what you use as the Symposium Web Client default URL (for example, .<domain name>.com).
3
Press Enter. Result: A window appears, showing the updated SOAP files.
4
To verify that SOAP processes are functioning, try to launch and work with a Symposium Web Client component that requires SOAP (for example, Configuration).
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Step 20. Reset iceAdmin password If you do not change the computer name or IP address, you can proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. If you change the computer name, you must reset the iceAdmin password for Symposium Web Client to function properly. Resetting the iceAdmin password after a computer name change 1
Click Start > Programs > Symposium Web Client > 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 window appears.
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4
In the Old Password box, type the old password.
5
In the New Password box, retype the old password for the iceAdmin user account. This resets the iceAdmin password.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then resets the password in all required components.
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Step 21. Change the IP address of the target server If you do not change the computer name or IP address, you can proceed directly toStep 22. “Reconnect to the customer LAN” on page 737. It is possible to change the IP Address of the Symposium Web Client server simply by changing the IP Address of the Network Interface Card (NIC). There are no other changes required for the application to continue to function correctly. To prevent IP conflict, you must disconnect the target server from the hub or crossover cable before changing the IP address on the target server.
Changing the IP address on the target server
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1
Disconnect the target server from the hub or crossover cable.
2
Click Start > Settings > Control Panel.
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Double click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
4
Right-click Local Area Connection and then click Properties. Result: The Local Area Connection Properties window appears.
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Click on Internet Protocol (TCP/IP) and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
6
In Use the following IP address, enter the IP address of the target server. You can use the same IP address as the source server if you choose.
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Click OK.
8
Close all windows to complete the procedure.
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Step 22. Reconnect to the customer LAN To reconnect to the LAN, complete the following procedure.
Reconnecting to the customer LAN 1
If you have not already done so, disconnect the target server from the hub or crossover cable.
2
Reconnect the target server to the customer LAN.
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Step 23. Restore the data files from the source server to the target server Perform this procedure to restore the files that you backed up from the source server to the Windows Server 2003 (target server).
Prerequisites Before you perform this procedure, you must ensure that the target server has the following software installed and configured correctly:
Windows Server 2003 all required third-party software such as Microsoft Active Directory Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is installed on the source server) Symposium Web Client 4.5 SU05 (or later) For details about installing and configuring Symposium Web Client Release 4.5 SU05, see Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on page 633.
You must ensure that the location where you backed up the Symposium Web Client migration files (see Step 5. “Back up migration data on the source server” on page 617) is accessible from the Symposium Web Client 2003 installation on the target server.
Choosing the appropriate method to restore your files If the backup of the data files stored outside of Active Directory on the Windows 2000 Server/Advanced Server (source server) was performed manually, you must manually restore/copy the files into the corresponding locations on the Windows Server 2003 (target server).
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If the backup of the data files stored outside of Active Directory on the Windows 2000 Server/Advanced Server (source Server) was performed using Windows Backup tool, follow the procedure “Restoring the non-Active Directory files from the source server to the target server using the Windows Backup Tool” on page 739.
Restoring the non-Active Directory files from the source server to the target server using the Windows Backup Tool Use this procedure to restore the files that you backed up from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server). ATTENTION
1
You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
To start the backup, click Start > Programs > Accessories >System Tools > Backup. If you restore data from a tape, update the on-disk catalog for the tape before you perform the restore operation.
2
Click the Restore tab.
3
In the Restore tab, in Click to select the check box for any drive, folder, or file that you want to restore, select the following files and folders to restore (where C is the drive on which Symposium Web Client is installed):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
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In addition to the preceding list of files, you must also back up any files that you save on the application server for Symposium Web Client operations, such as:
custom report templates
Historical Reporting output files
snapshots of real-time displays
snapshots of Emergency Help panels
The locations of real-time display snapshots and Emergency Help snapshots are decided by the user. The following is a list of default paths:
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Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the drive on which Symposium Web Client is installed).
Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive on which Symposium Web Client is installed).
4
In Restore files to, click Original location.
5
Click Tools > Options.
6
Click the Restore tab, and select Always replace the file on my computer.
7
Click OK to accept the restore options you have set.
8
Click Start Restore.
9
Click OK to start the restore operation.
10
Using Symposium Web Client on the target server, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first.
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Section E: Postmigration tasks
In this section Step 24. Configure Real-Time Reporting on the target server
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Step 25. Configure Emergency Help on the target server
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Step 26. Configure Agent Desktop Display 4.5 parameters on the server
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Step 27. Recreate filters containing routes on the target server
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Step 28. Test your migrated software
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Step 24. Configure Real-Time Reporting on the target server For the Real-Time Reporting component of Symposium Web Client to function properly, you must configure two different IP multicast addresses on the target server:
The receiving IP multicast address of the Symposium Web Client application This is the address Symposium Web Client uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address on Symposium Call Center Server. The sending IP multicast address of the Symposium Web Client application This is the address Symposium Web Client uses to send multicast data.
The sending and receiving IP multicast addresses of the Symposium Web Client application must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Nortel Symposium Call Center Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive Real-Time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the Real-Time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients.
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Configuring Real-Time Reporting on the target server 1
Click Start > Programs-> Symposium Web Client > Configuration. Result: The Real-Time Reporting window appears.
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Click the RTR Registry Settings icon in the right pane of the console window. Result: The RTR Properties window appears.
3
In the IP Receive Address box, type the IP address for receiving. The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server.
4
In the IP Send Address box, type the IP address for sending. The IP Send Address in Symposium Web Client must be different from the IP Receive address in Symposium Web Client.
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The IP Send address in Symposium Web Client cannot be the same as any other IP Send address for any other Symposium Web Client server in the network. ATTENTION
5
If the server in Symposium Call Center Server is part of a networked contact center, all servers in Symposium Call Center Server within the network must have the same multicast IP address. The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the application server. The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:
The Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server
The Output Rate at which the application server outputs data to client PCs
The Transform Rate at which the application server processes data
Example: If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Nortel Symposium Call Center Server CapTool User's Guide. 6
Increase the value in the OAM Timeout box to 50 000.
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Nortel recommends that you leave the Compress Realtime Data Packets check box selected. If you clear this check box, you disable Real-Time data packet compression. ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 10. Nortel recommends this option. OR If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 8. OR
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To support both transmission types, select the Multicast and Unicast option and proceed to step 8. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears in the lower section of the window.
8
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast Real-Time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to Unicast LAN/WAN impact in the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05.
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9
Select the Restart Real Time Reporting Service check box.
10
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service has restarted successfully.
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Close all windows to complete the procedure.
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Step 25. Configure Emergency Help on the target server To configure Emergency Help on the target server, complete the following procedure.
Configuring Emergency Help on the target server 1
Click Start > Programs > Symposium Web Client > Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
4
In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the preinstallation worksheet in the Nortel Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05, to verify the IP Send address that you chose for the Symposium Web Client application server to send Emergency Help data to client PCs.
5
Select the Restart Emergency Help Service check box.
6
Click OK. If you do not select the Restart Emergency Help Service check box, the system prompts you to do so.
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Step 26. Configure Agent Desktop Display 4.5 parameters on the server To configure Agent Desktop Display 4.5 parameters on the server, complete the following procedure.
Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Symposium Agent Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the application server IP send address that you configured in the RTR Configuration Tool.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed.
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The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds. 4
In the Max agents box, type the maximum number of agents who can simultaneously log on to the Symposium Agent Desktop Displays component and view the real-time statistics. If the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Symposium Call Center Server Planning and Engineering Guide.
5
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
6
In the Statistics Configuration table, choose the statistics that you want to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
7
To add the statistics column to the displays, select the Show check box for each statistic that you want to add.
8
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic that you want to move, and then click the up or down button to change its position. The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display.
9
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To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
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If you do not set the threshold levels in the Configuration component of Web Client or in Symposium Call Center Server, the values appear in white in the Symposium Agent Desktop Displays. Repeat for each statistic for which you want to set threshold display colors. 10
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
11
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 13.
12
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
13
Click Save.
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Step 27. Recreate filters containing routes on the target server To recreate filters containing routes on the target server, complete the following procedure.
Recreating filters containing routes on the target server Following a successful ADAM migration you must recreate routes information to any filters that require them. For each user with historical filters requiring routes:
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1
Log on to Symposium Web Client.
2
Go to the Filtersets page in the Historical Reporting component.
3
Open each of the filters that contained routes prior to the ADAM migration and recreate all the routes.
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Step 28. Test your migrated software After you restore the files from the original Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server), test the migration of the data by connecting to the target server and using Symposium Web Client. Compare the data that is shown on this target server with the source server over a period of time (for example, one week). Confirm also that all nonActive Directory data (such as Historical Reporting templates) is restored to the Windows Server 2003 (target server).
What is next? You are now ready to perform a direct upgrade from Symposium Web Client 4.5 on Windows 2003 to Contact Center Manager Administration 6.0 on the target server. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
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Section F: Troubleshooting
In this section Overview
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Trouble scenarios and tips
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Overview This section provides simple investigative tips to use when solving problems that can arise during the ADAM Migration procedure. This section is not intended as a comprehensive troubleshooting guide, but as a guideline for users who experience difficulty in completing the ADAM Migration process.
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Trouble scenarios and tips The following section describes how to troubleshoot migration problems.
How do I know that the ADAM_Migration_Tool.msi was installed on Windows 2000 Server/Advanced Server (source server)? You are not sure if the ADAM Migration Tool.msi is installed on the source server. Solution 1
Launch the Control Panel and select Add or Remove Programs.
2
In the Change Or Remove Programs window, the ADAM Migration Tool is listed if it was installed on the Windows 2000 Server/Advanced Server computer. Removing the ADAM Migration Tool via the Remove option in the Change Or Remove Programs does not remove the updates that were applied to Active Directory during the ADAM Migration Tool installation, but does allow the ADAM Migration Tool to be reinstalled again.
Migration attempted on the target server without running ADAM Migration Tool.msi on the source server You ran the ADAM Migration Tool.msi on the target server without running ADAM Migration Tool.msi on the source server first. Investigation If you do not run the ADAM Migration Tool on the Windows 2000 Server/ Advanced Server (source server) first, the following error appears during the ADAM Migration on the Windows Server 2003 computer (target server).
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1
Select OK and continue running the ADAM Migration Tool.
2
At the prompt, type the Administrator password for the source server, and then press Enter.
3
Click Finish to complete the transfer process.
4
If you select Yes for logging, no log file is created.
Solution
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1
On the target server, remove the ADAM Migration Tool through the Control Panel > Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs windows.
3
Select ADAM Migration Tool and click Remove.
4
On the target server, uninstall the Symposium Web Client Application and any errors incurred during uninstall can be ignored as ADAM is currently not on the computer.
5
Reinstall Symposium Web Client R4.5 SU05 on the target server.
6
On the source server, launch the Control Panel and select Add or Remove Programs.
7
In the Change or Remove Programs window, the ADAM Migration Tool is listed if it was installed on the source server.
8
On the source server, check that the ADAM Migration Tool is not listed in the Change or Remove Programs Window. This indicates that the tool has not been run and therefore must be run before attempting to migrate the data onto the target server.
9
Run the ADAM Migration Tool on the target server.
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An incorrect Domain Name and Preferred DNS IP Address was entered on the Windows Server 2003 (target server) while attempting an ADAM migration When you run the ADAM Migration Tool.msi on the target server, you enter an incorrect source server Domain name and an incorrect Preferred DNS IP Address. Investigation If you enter an incorrect source server Domain name and Preferred DNS IP Address on the target server while attempting an ADAM migration, the following error appears.
1
Select OK and continue running the ADAM Migration Tool. You receive no prompt for the Administrator password for the Windows 2000 Server/Advanced Server (source server).
2
Several error messages appear that can be ignored by clicking OK.
3
Click Finish to complete the transfer process.
4
If you select Yes for logging, no log file is created.
Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs windows.
3
Select ADAM Migration Tool and click Remove.
4
Update the Preferred DNS IP Address to reference the IP Address of the source server. For details, see “Configuring DNS on the target server to use the Windows 2000 DNS server (source server),” on page 699.
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5
Uninstall the Symposium Web Client Application and any errors incurred during uninstall can be ignored as Active Directory Application Mode (ADAM) is currently not on the computer.
6
Reinstall Symposium Web Client R4.5 SU05 on the target server.
7
Run the ADAM Migration Tool on the target server with correct target server Domain Name.
An incorrect Windows 2000 Server/Advanced Server (source server) Domain Name was entered The ADAM Migration Tool.msi was run on the target server but an incorrect source server Domain name was entered. Investigation If you enter an incorrect source server Domain Name during the ADAM Migration process on the target server, the ADAM Migration operation appears to succeed; however, the log file shows the following: Establishing connection to target server localhost:389. Saving Configuration File on DC=testDomain,DC=testDomain Saved configuration file. ADAMSync is querying for a writeable replica of testDomain. Error: DCLocator call failed with error 1355. Attempting to bind directly to string. Establishing connection to source server testDomain:389. Ldap error occured. ldap_bind_s: Server Down. Extended Info: . Ldap error occured. ldap_bind_s: Server Down. Extended Info: .
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Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs window.
3
Select ADAM Migration Tool and click Remove.
4
Run the ADAM Migration Tool on the target server with the correct source server Domain Name, which must include the extension.
Preferred DNS IP Address on Windows Server 2003 computer is incorrect The ADAM Migration Tool.msi on the target server but the Preferred DNS IP Address is incorrect. Investigation You configure the target server with an incorrect Preferred DNS IP Address, The ADAM Migration procedure proceeds and appears to succeed; however, the log file shows the following: Establishing connection to target server localhost:389. Saving Configuration File on DC=CCMADomain,DC=com,DC=CCMADomain Saved configuration file. ADAMSync is querying for a writeable replica of CCMADomain.com. Error: DCLocator call failed with error 1355. Attempting to bind directly to string. Establishing connection to source server CCMADomain.com:389. Ldap error occured. ldap_bind_s: Server Down. Extended Info: . Ldap error occured. ldap_bind_s: Server Down. Extended Info: . Installation and Maintenance Guide
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Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs window.
3
Select ADAM Migration Tool and click Remove.
4
Update the Preferred DNS IP Address to reference the IP Address of the source server. For information, see “Configuring DNS on the target server to use the Windows 2000 DNS server (source server)” on page 699.
5
Run the ADAM Migration Tool on the target server.
A Domain Name was entered without extension The ADAM Migration Tool.msi was run on the target server and the correct source server Domain name was entered, however the extension of the Domain, for example .com, was omitted. Investigation The source server Domain Name, without the extension, was entered during the ADAM Migration process on the target server. The ADAM Migration operation appears to succeed however the log file appears as follows: Establishing connection to target server localhost:389. Saving Configuration File on DC=CCMADomain,DC=CCMADomain Saved configuration file. ADAMSync is querying for a writeable replica of CCMADomain. Establishing connection to source server CCMADOMCTRL:389. Using file .?dam32A.tmp as a store for deferred dnreferences. Populating the schema cache Populating the well known objects cache 764
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Ldap error occured. ldap_get_next_page_s: Referral. Extended Info: 0000202B: RefErr: DSID-03100698, data 0, 1 access points ref 1: 'ccmadomain'. Ldap error occured. ldap_get_next_page_s: Referral. Extended Info: 0000202B: RefErr: DSID-03100698, data 0, 1 access points ref 1: 'ccmadomain'. Saving Configuration File on DC=CCMADomain, DC=CCMADomain Saved configuration file.
Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs Window.
3
Select ADAM Migration Tool and click Remove.
4
Run the ADAM Migration Tool on the target server with the full source server Domain Name, which includes the extension
You enter an incorrect Administrator password When you run the ADAM Migration Tool.msi on the target server, you enter an incorrect Administrator password for the source server. Investigation If you enter an incorrect Administrator password for the source server during the ADAM Migration process on the target server, the ADAM Migration operation appears successful; however, the log file appears as follows: Establishing connection to target server localhost:389. Saving Configuration File on DC=CCMADomain, DC=com, DC=CCMADomain Saved configuration file. ADAMSync is querying for a writeable replica of CCMADomain.com. Installation and Maintenance Guide
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Establishing connection to source server ccmadomctrl.CCMADomain.com:389. Ldap error occured. ldap_bind_s: Invalid Credentials. Extended Info: 8009030C: LdapErr: DSID-0C0903E2, comment: AcceptSecurityContext error, data 0, v893. Ldap error occured. ldap_bind_s: Invalid Credentials. Extended Info: 8009030C: LdapErr: DSID-0C0903E2, comment: AcceptSecurityContext error, data 0, v893.
Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs window.
3
Select ADAM Migration Tool and click Remove.
4
Run the ADAM Migration Tool on the target server with the correct Administrator password for the source server.
Cannot install SWC R4.5 SU05 After you add the target server to the source server domain, and then install Symposium Web Client R4.5 SU05, the following error may appear during the installation if the Preferred DNS IP Address is incorrect.
Select OK and continue the Symposium Web Client R4.5 SU05 installation.
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Solution 1
Update the Preferred DNS IP Address to reference the IP Address of the source server. For information, see “Configuring DNS on the target server to use the Windows 2000 DNS server (source server)” on page 699.
2
Uninstall the Symposium Web Client Application and any errors incurred during uninstall can be ignored as Active Directory Application Mode (ADAM) is currently not on the computer.
3
Reinstall Symposium Web Client R4.5 SU05 on the target server.
Installation of Symposium Web Client on Windows 2003 fails because of Windows Script Host error message After you input the password information for the iceAdmin account during Symposium Web Client installation, you receive the following Windows Script Host error message: “There is no file extension in C:\PROGA~1\Nortel.” The Symposium Web Client installation does not install the ADAM application even though the installer acknowledges the error and attempts to continue with the installation. This problem occurs when the capability to generate 8.3 style short filenames is disabled in your Windows operating system either as part of its operating system image or through your security policy. Symposium Web Client installation fails if the Windows Server 2003 has 8.3 type filename disabled. Specifically the Microsoft ADAM (Active Directory Application Mode) component fails to install. Solution You must change the registry key value of HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf sdisable8dot3namecreation from 1 to 0 to enable the generation of 8.3 style short filenames. Enabling the generation of 8.3 style short filenames 1
Click Start > Run.
2
In the text box, type regedit.
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Click OK. Result: The Registry Editor appears.
768
4
In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst em\ntfsdisable8dot3namecreation
5
Change the value of the registry key from 1 to 0 by double clicking on the registry ntfsdisable8dot3namecreation value, and changing the value in the Value Data field of the Edit dialog Windows from 1 to 0.
6
Close all windows to complete the procedure.
Contact Center Manager Administration
Chapter 9
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server In this chapter Overview
770
Section A: Preparing for the upgrade
773
Section B: Upgrading the product software
801
Section C: Postupgrade tasks on the CCMA server
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Section D: Configuring the client PC
903
Section E: Upgrade agent workstations
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Section F: Migrate Classic Client
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Overview You can use the procedure in this section to upgrade from Symposium Web Client Release 4.5 SUS0601 v1 on a Windows 2003 platform to Contact Center Manager Administration Release 6.0 on the same server. If your Symposium Web Client 4.5 is running on Windows Server 2000/ Advanced Server, you must perform a full platform migration to Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0 using the procedures in this chapter. For information about migrating Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To to upgrade your Symposium Web Client 4.5 (Windows 2003) to Contact Center Manager Administration 6.0 on a new server, use the procedures documented in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.”
Migrating Classic Client data If you have Classic Clients operating in your data network, you must migrate your Classic Client data because Contact Center Manager Administration 6.0 does not support Classic Client. You can migrate your Classic Client data before or after you perform the upgrade. For more information about planning your upgrade and compatibility considerations for Classic Client, see the Contact Center Planning and Engineering Guide. The procedures to migrate Classic Client are documented in Section F: “Migrate Classic Client,” on page 935.
Timing The following upgrade times provide guidance on the time required for software upgrade: 770
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Preinstallation (including operating system installation/configuration): 2.5 hours
Upgrading the server software: 30 minutes
Postinstallation: 1.5 hours
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:
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
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Section A: Preparing for the upgrade
In this section Step 1. Read the documentation for performing an upgrade
774
Step 2. Gather the materials required for an upgrade
775
Step 3. Ensure that all servers are compatible
776
Step 4. Ensure the application server meets CCMA 6.0 requirements
777
Step 5. Perform a full backup of the Symposium Web Client server
778
Step 6. Back up Symposium Web Client data files
779
Step 7. Remove Terminal Services (optional)
782
Step 8. Add ASP.NET applications to IIS
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Step 9. Get documentation for the XML Automated Assignments feature
787
Step 10. Install the Crystal Enterprise 10 Embedded software
788
Step 11. Verify that the SWC server can update the ADAM schema
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Step 1. Read the documentation for performing an upgrade Perform the following tasks:
Read Chapter 7, “Upgrading”. Check for any installation addenda or updated customer documentation on the Nortel Web site (www.nortel.com), or on the Partner Information Center Web site (www.nortel.com/pic). The addenda and documentation may contain important information regarding your upgrade.
ATTENTION
If your Symposium Web Client 4.5 is running on Windows Server 2000/Advanced Server, you must perform a full platform migration to Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0 using the procedures in this chapter. For information about migrating Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To upgrade your Symposium Web Client 4.5 (Windows 2003) to Contact Center Manager Administration 6.0 on a new server, use the procedures documented in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.”
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Step 2. Gather the materials required for an upgrade The following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0. Qty
Description
✔
1
Contact Center Manager installation DVD
❑
Use the Contact Center Manager installation DVD to install one or all of the following:
Contact Center Manager Administration software
Crystal Enterprise 10 Embedded software
pcAnywhere 11.5 Host-Only software
required hotfixes
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Step 3. Ensure that all servers are compatible Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 SUS0504 (or later), and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration 6.0 is incompatible with previous releases of Symposium Call Center Server. If you install Contact Center Manager Administration 6.0 on a co-resident server, you must install Contact Center Manager Server 6.0 first. You cannot install Contact Center Manager Administration 6.0 on a co-resident server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility You can use Contact Center Manager Administration to administer Symposium Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0. To administer Contact Center Manager Server 6.0, you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration. For more information about compatibility, see “Compatibility with CCMS and SCCS” on page 596.
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Step 4. Ensure the application server meets CCMA 6.0 requirements Before you upgrade Symposium Web Client to Contact Center Manager Administration Release 6.0, ensure that the application server meets all the minimum hardware and software requirements. For information about hardware and software requirements, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 5. Perform a full backup of the Symposium Web Client server Before you complete the migration procedure or upgrade the application server, Nortel recommends that you make a complete backup of the Symposium Web Client application server, including the system state, using a third-party backup tool or the Microsoft Windows Backup tool. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. Nortel recommends that you perform full backups during periods of low activity.
Performing a full backup of the source server If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For information about creating full backups of the application server, see the Microsoft documentation or the documentation of the third-party backup tool of your choice. CAUTION Risk of loss of data .
778
You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
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Step 6. Back up Symposium Web Client data files After you perform a full backup of the source server (see Step 5. “Perform a full backup of the Symposium Web Client server” on page 778), create a backup of the individual Symposium Web Client data files, including Microsoft Active Directory Application Mode (ADAM). Nortel recommends that you back up the individual Symposium Web Client files in addition to performing a full backup of the Symposium Web Client server because this creates a more manageable backup file containing only the Symposium Web Client data files that need to be restored in the event of an upgrade failure in which you must restore the Symposium Web Client data files, but not the entire operating system. The Symposium Web Client data files to back up include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data CAUTION Risk of loss of data
.
Do not back up Microsoft ADAM files by manually copying files. If you back up ADAM files by manually copying files, ADAM does not function when restored to a new server. Nortel recommends that you back up ADAM files by using the Windows Backup Tool.
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Backing up Symposium Web Client data files using the Microsoft Windows Backup Tool For detailed steps and information about the Microsoft Windows Backup Tool, go to www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
4
5
6
In the left pane, select the check box for the following files and folders (where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
In the left pane, select the check box for the following files and folders (where is the Symposium Web Client install directory. The default install directory is C:\Program Files\Nortel Networks\WClient):
\Apps\AccessMgmt\AccessXML
\Apps\Common\Icedb
\Apps\EmergencyHelp\Exports
\Apps\Reporting\Historical\data
\Apps\Reporting\Historical\rpt
\Apps\Reporting\RealTime\Exports
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device.
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If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you do not have a tape drive, or your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 7
In Backup media or file name, if you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file. OR If you back up files and folders to a tape, choose the tape to use.
8
Click Start Backup. Result: The Backup Job Information window appears.
9
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
10
Close all windows to complete the procedure.
For more information about using the Windows Backup Tool or other backup strategies, see the Microsoft documentation at www.microsoft.com.
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Step 7. Remove Terminal Services (optional) This is an optional step. Symposium Web Client 4.5 required Terminal Services for Scripting. Because Scripting is a fully integrated Web-based client in Contact Center Manager Administration 6.0, you can remove Terminal Services before performing your upgrade to Contact Center Manager Administration 6.0. However, you may have third-party products on your application server that require Terminal Services. In this case, you can keep Terminal Services on the application server and this does not affect the performance of Contact Center Manager Administration 6.0. If you do not want to remove Terminal Services from the application server, you can proceed directly to Step 9. “Get documentation for the XML Automated Assignments feature” on page 787.
Removing Terminal Services 1
On the Symposium Web Client server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs windows appears.
2
In the left pane, click Add/Remove Windows components. Result: The Windows Components Wizard window appears.
3
In the Components list, clear Terminal Server and Terminal Server Licensing.
4
Click Next. Result: The Terminal Server Setup dialog appears warning you that this option removes Terminal Server from your computer.
5
Click Next. Result: Terminal Services is removed from your computer and the Completing the Windows Components Wizard window appears.
782
6
Click Finish.
7
Click Yes to reboot the application server.
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Step 8. Add ASP.NET applications to IIS For the Report Creation Wizard component of Contact Center Manager Administration to function, you must configure Internet Information Services (IIS) to support ASP.NET applications. If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager Administration server, proceed to Step 16. “Configure IIS settings for Report Creation Wizard” on page 826. If you do not perform this task, the following error message appears when you attempt to launch Report Creation Wizard: “Visual Studio.NET has detected that the specified Web server is not running ASP.NET version 1.1. You will be unable to run ASP.NET Web applications or services.” You may be asked for your Windows 2003 Server installation CD during the configuration steps of this procedure.
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Configuring IIS to support ASP.NET applications 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
In the left pane, click Add/ Remove Windows components. Result: The Windows Components Wizard window appears.
3
Under Components, select Application Server, and then click Details. Result: The Application server dialog box appears.
4
Under Subcomponents of Application Server, select the ASP.NET check box.
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Click OK. Result: The Application server dialog box closes.
6
Click Next. If you receive a prompt to insert your Windows Server 2003 installation disk, insert the Windows Server 2003 installation CD in the CD-ROM drive. Result: The Completing the Windows Components Wizard window appears.
786
7
Click Finish.
8
Close all windows to complete the procedure.
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Step 9. Get documentation for the XML Automated Assignments feature If you need not upgrade this feature, you can skip to Step 10. “Install the Crystal Enterprise 10 Embedded software” on page 788. If you upgrade the XML Automated Assignments feature, ensure that you have the Contact Center Manager Administrator’s Guide on hand for instructions about using this feature. You can also consult other associated documentation and engineering or development support resources for the XML Automated Assignments feature, which are provided through the Nortel Developer Program only. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on the Web site at www.nortel.com/developer.
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Step 10. Install the Crystal Enterprise 10 Embedded software If you installed this software on the server, you can proceed to Section B: “Upgrading the product software,” on page 801. To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You do not need to purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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6
Standard 10.15
Accept the terms of the license agreement, and then click Next. Result: The User Information window appears.
7
Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type window appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Click the Full option button, and then click Next. Result: The Ready to Install the Application window appears.
9
Click Next. Result: The system begins installing the software and the following window appears.
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10
When the installation is finished, the Completed window appears.
11
Click Finish.
Installing the Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 13. “Install required hot fixes for third-party software” on page 812.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
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9
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Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
10
Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
11
Click Yes. Result: The InstallShield Wizard Complete window appears.
12
Click Finish. ATTENTION
794
After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for third-party software” on page 812.
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Step 11. Verify that the SWC server can update the ADAM schema This task is required only if you plan to upgrade a Symposium Web Client server in a replication configuration set. If the server is not part of a replication configuration set, you can proceed to Section B: “Upgrading the product software,” on page 801. When you upgrade Symposium Web Client replication servers, the first server that you upgrade in the replication configuration set must be the schema master (for example, the primary Symposium Web Client server that was installed with the first instance of ADAM). The Symposium Web Client server that is the schema master is responsible for updating the ADAM schema and is the server that the other replicating servers in the ADAM configuration set referenced to when they were installed. To verify that Symposium Web Client server is the schema master and can update the ADAM schema, complete the following tasks. 1.
Verify that the Symposium Web Client server that you plan to upgrade first is the schema master.
2.
Verify that the schema master can update the ADAM schema.
Verifying that SWC server to upgrade first is the schema master 1
From the Start menu, click Run.
2
In the Open box, type MMC to open the Microsoft Management Console.
3
Click OK.
4
In the Console window, click File > Add/Remove Snap-in.
5
In the Add/Remove Snap-in dialog box, click Add.
6
In the Add Standalone Snap-in dialog box, from the list, select ADAM Schema.
7
Click Add.
8
Click Close to close the Add Standalone Snap-in dialog box.
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9
Click OK to close the Add Remove Snap-in dialog box.
10
In the Console window, right click ADAM Schema and select Change ADAM Server. Result: The Connect to ADAM Server dialog box appears.
11
In the ADAM server box, type the DNS name of the SWC server (case sensitive).
12
In the Port box, type 389.
13
Click OK.
14
Right click ADAM Schema and select Operations Master. Result: The Change Schema Master dialog box appears.
15
In the Current schema master box, ensure that value is the name of server that you are verifying.
16
If the value in the Current schema master box is the name of another server in the replication configuration, then this other server is the server that you must first upgrade to Contact Center Manager Administration.
17
Exit the MMC console.
Verifying that the schema master can modify the ADAM schema To verify that the schema master can modify the ADAM schema, reapply an existing Symposium Web Client 4.5 ADAM schema attribute. Completing completing this procedure does not result in lost ADAM data. The ADAM schema structure is reapplied and existing data is not overwritten or deleted.
796
1
Open a DOS window and navigate to :\Program Files\Nortel Networks\WClient\Apps\Sysops.
2
Locate the windows ADAM directory. It is either C:\Winnt or C:\Windows.
3
At the prompt, type c:\winnt or windows\adam\ldifde -i -k -j . -c CN=Schema,CN=Configuration #schemaNamingContext -s localhost:389 -f ".\ice.schema_upgrade.040502.ldf".
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4
If the following output appears, this Symposium Web Client server is the schema master and can modify the ADAM schema.
5
If the following output appears, this SWC server is not the schema master and cannot modify the ADAM schema. Proceed to “Transferring schema master ownership” on page 797.
Transferring schema master ownership If the Symposium Web client server cannot modify the ADAM schema, transfer or seize the schema master ownership using the Microsoft DSMGMT utility. 1
Open a new DOS prompt, and navigate to C:\WINNT\ADAM or C:\WINDOWS\ADAM.
2
At the prompt, type dsmgmt.
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3
At the dsmgmt prompt, type roles.
4
At the fsmo maintenance prompt, type connections.
5
At the server connections prompt, type connect to server SWC DNS ServerName:389.
6
At the server connections prompt, type q.
7
At the fsmo maintenance prompt, enter transfer schema master.
8
In the Role Transfer Confirmation dialog box, click Yes.
9
If the transfer is successful the following output appears. Proceed to “Verifying that the schema master can modify the ADAM schema” on page 796.
10
If the transfer is unsuccessful the following output appears. Proceed to “Seizing schema master ownership” on page 799.
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Seizing schema master ownership If you cannot transfer schema master ownership, complete this procedure to seize ownership. 1
At the fsmo maintenance prompt, enter seize schema master.
2
In the Role Seizure Confirmation dialog box, click Yes. Result: The following output appears:
3
Proceed to “Verifying that the schema master can modify the ADAM schema” on page 796.
What is next? You can upgrade the Contact Center Manager Administration Release 6.0 software. For information, see Section B: “Upgrading the product software,” on page 801.
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Section B: Upgrading the product software
In this section Step 12. Upgrade the product software
802
Step 13. Install required hot fixes for third-party software
812
Step 14. Apply the latest Service Update and Service Update Supplement 813
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Step 12. Upgrade the product software This step describes how to upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client (only when installed on a Windows Server 2003 platform) to Release 6.0 of Contact Center Manager Administration on the same server. You cannot use the procedures in this chapter to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To upgrade to Contact Center Manager Administration 6.0 on a new server, see Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.” You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. If Symposium Web Client or Contact Center Manager Administration is replicating ADAM with another server, you must: 1.
Disable replication on the primary replicating server that is the schema master. Do not disable replication on the secondary replicating servers. To verify that the primary replicating server is the schema master, see Step 11. “Verify that the SWC server can update the ADAM schema” on page 795.
802
2.
Upgrade the schema master server (map drives first).
3.
Disable replication on each secondary replicating server.
4.
Upgrade each secondary replicating server (map drives first).
5.
Enable replication on the primary replicating server that is the schema master.
6.
Enable replication on each of the secondary replicating servers.
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Stopping replication on replicating servers To upgrade the schema master server, disable replication only on this server. Do not disable replication on the secondary replicating servers until you upgrade the schema master server. After you upgrade the schema master server, disable replication on all of the secondary replicating servers in the replication configuration set. 1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To disable outbound replication, type repadmin /options +DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Mapping drives to the source location of the product software 1
Insert the Contact Center Manager installation DVD into the Contact Center Manager Administration server DVD-ROM drive.
2
Launch Windows Explorer and browse to the DVD drive.
3
Right-click on the DVD drive in the system tree and select Properties from the menu. Result: The DVD Properties dialog box appears.
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Select the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
6
In the Share name box, type your share name.
7
Click Apply.
8
Click OK. Result: The DVD Properties dialog box closes.
9
In Windows Explorer, select Tools > Map Network Drive. Result: The Map Network Drive dialog box appears.
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10
In the Folder box, enter the server details as \\<server>\<share>, where <server> is the system that contains the physical DVD media and <share> is the share name.
11
Click Finish. Result: The Map Network Drive window closes and your mapped drive appears in the system tree.
Upgrading from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 Before you perform this procedure, complete the following tasks:
Map your drive to the source location of the product software. For more information, see “Mapping drives to the source location of the product software” on page 803. Stop the ADAM replication service on each replicating server until the upgrade is complete (only if Symposium Web Client or Contact Center Manager Administration replicates ADAM with another server). For information about stopping replication, see “Stopping replication on replicating servers” on page 803.
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Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In the Contact Center Manager Administration server, browse to the drive that you mapped to the source location of the product software. If you did not map your drive to the source location of the product software, see “Mapping drives to the source location of the product software” on page 803.
3
In the left pane, click the plus sign (+) next to drive that you mapped to the source location of the product software. Result: The folder expands.
4
In the right pane, click setup.exe. Result: The File Download warning box appears.
5
Click Open. Result: The Contact Center Manager DVD installer main menu appears.
6
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Select Contact Center Manager Administration from the components list.
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Click Install. Result: The InstallShield Wizard checks the system for required components. If the required components are on the system, the Welcome to Contact Center Manager Administration Setup Wizard window appears, immediately followed by the Upgrading the Contact Center Manager Administration main setup window.
Any patches installed are automatically removed by the installation prior to the upgrade taking place.
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Click Next. Result: The Upgrading the Contact Center Manager Administration status window appears, and the system copies new files to the Contact Center Manager Administration server.
If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the upgrade does not proceed, click Ignore. The upgrade proceeds. You cannot upgrade to a previous version of Contact Center Manager Administration. If you upgrade to a previous version, a message box appears, prompting you to end the upgrade process. 9
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After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
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This window appears every time you install or upgrade Contact Center Manager Administration. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
10
In the Old Password text box, type the old password for this account. If you forget or misplace the old password, you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 23. “Configure new ADD 6.0 parameters on the server (optional)” on page 887.
11
In the New Password text box, type the new password for the iceAdmin user account. It is not necessary to change your iceAdmin password to a new password. To keep the old password, type the same password in the New Password text box. If you choose to change the iceAdmin password, any shares configured for exporting historical reports using the iceAdmin password must be reconfigured.
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After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 23. “Configure new ADD 6.0 parameters on the server (optional)” on page 887. 12
In the Confirm Password box, type the new password again.
13
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates and Server SOAP templates. After all files are installed, the Completing the Contact Center Manager Administration Setup Wizard window appears. If you version of Symposium Web Client is installed and you perform an upgrade, the system modifies the identity credentials of any scheduled tasks that you save in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes. When the program finishes, the Installing ServerSoapInstall window appears.
14
Click Finish. Result: The Contact Center Manager Administration Installer Information window appears, indicating that you must restart the Contact Center Manager Administration server for the upgrade to take effect.
15
Click Yes.
Enabling replication after the upgrade is complete ATTENTION
Do not enable replication on the primary replicating server that is the schema master immediately following an upgrade. Replication on this server must remain disabled until you upgrade all of the secondary replicating servers in the replication configuration set.
After you first upgrade the primary replicating server that is the schema master and then upgrade all of the secondary replicating servers, reenable replication on the schema master server and then on each of the secondary replicating servers.
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1
Click Start > Run.
2
In the text box, type cmd. Contact Center Manager Administration
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3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To enable outbound replication, type repadmin /options DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
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Step 13. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,:\Supplementary SU\CCMA\Hot Fixes on the Contact Center Manager installation DVD.
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you go to the Web site www.nortel.com/espl to check for any hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Step 14. Apply the latest Service Update and Service Update Supplement This step includes procedures to download and apply the latest Service Updates (SU) and Service Update Supplements (SUS) for Contact Center Manager Administration from www.nortel.com/espl. For more information about downloading and applying Service Updates, Service Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches.
Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and
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CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.” The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Service Updates contains all the fixes included in previously released Service Updates and Service Update Supplements. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A Designer Patch is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
Applying a Service Update or Service Update Supplement ATTENTION
When you install the latest Service Update, note the Administrator account with which you log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. 814
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Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions at www.nortel.com/register.
3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all of the Service Update Supplements that are associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install window appears.
9
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 11.
10
If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. When the system installs the patch, the completed window appears. 12
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
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13
Repeat steps 6-12 to install other Service Update Supplements that correspond to the latest Service Update.
14
After you install all of the latest Service Updates and Service Update Supplements, close all windows and restart the server.
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What is next? After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to Contact Center Manager Administration 6.0 on the Contact Center Manager Administration server, there are postupgrade tasks that you need to complete. For information, see Section C: “Postupgrade tasks on the CCMA server,” on page 821.
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Section C: Postupgrade tasks on the CCMA server
In this section Step 15. Add the server to an existing domain (optional)
822
Step 16. Configure IIS settings for Report Creation Wizard
826
Step 17. Check Internet Information Services settings
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Step 18. Add the IUSR_SWC account as the anonymous user account
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Step 19. Complete additional IUSR_SWC tasks for SU04 (optional)
842
Step 20. Configure License Manager Service
848
Step 21. Configure Logon warning message (optional)
852
Step 22. Configure shared folders for Historical Reporting (optional)
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Step 23. Configure new ADD 6.0 parameters on the server (optional)
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Step 24. Change the iceAdmin user account password (optional)
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Step 25. Upgrade the XML Automated Assignments feature (optional)
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Step 26. Accept the license agreement in Server Utility
895
Step 27. Refresh your servers
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Step 28. Copy latest user guides to the CCMA server
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Step 29. Other postupgrade tasks
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Step 15. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If your Contact Center Manager Administration server is in an existing domain or if you do not want to add your server to an existing domain, you can proceed directly to Step 8. “Add ASP.NET applications to IIS” on page 783. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are scenarios that require you to add the Contact Center Manager Administration server to an existing domain. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.
For detailed information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
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Step 16. Configure IIS settings for Report Creation Wizard For Report Creation Wizard to function, complete the following procedure.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to (local computer) in the left pane. Result: The folder expands.
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Right-click on the RCW folder and click Properties. Result: The RCW Properties window appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to (local computer). Result: The folder expands.
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
13
Close all windows to complete the procedure.
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Step 17. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
830
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 18. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure includes the following main tasks: 1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR_SWC user account, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20 and if you complete Step 19. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 842.
7
Click OK. Result: A window appears confirming that the password was set.
8
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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13
Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Standard 10.15
Click Browse. Result: The Select User window appears.
16
Click Advanced. Result: The following window appears.
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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 window reappears with the IUSR_SWC account listed at the lower portion of the window.
19
Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
840
In the Password box, type the same password that you typed in step 6.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Click OK. Result: The Confirm Password window appears.
22
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
23
Click OK to save your changes.
24
Close all windows.
25
To complete the procedure, run iisreset. Click Start > Run.
26
In the Open box, type iisreset.
27
Click OK.
28
Close all windows to complete the procedure.
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Step 19. Complete additional IUSR_SWC tasks for SU04 (optional) If you installed SU04, you must complete the following tasks. If you installed a version Contact Center Manager Administration that is earlier than SU04, proceed to Step 20. “Configure License Manager Service” on page 848.
Adding the IUSR_SWC user to the ISS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK. Result: The IUSR_SWC Properties dialog box closes.
10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
4
Click the Identity tab. Result: The Identity page appears.
5
Select the Configurable option.
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Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
9
In the Password box, type the IUSR_SWC password. This is the same password that you entered in step 6 of Step 18. “Add the IUSR_SWC account as the anonymous user account” on page 831. Note that if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
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12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
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Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
Restarting IIS 1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Step 20. Configure License Manager Service You can use the License Manager Service – Configuration Setup utility to set up the registry entries that are installed on Contact Center Manager Server and that are required to communicate with the License Manager Server. You can also use the utility to log the debug trace for the License Manager Service events. For Report Creation Wizard to function, on a stand-alone server, you must configure the License Manager Service after you install Contact Center Manager Administration. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that in a co-resident environment, the IP address and port number are available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service—Configuration Setup window appears.
5
In the Primary Server’s IP Address boxes, type the primary License Manager Server IP address.
6
In the Primary Server’s Port boxes, type the primary License Manager Server port number. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only.
7
In the Standby Server’s IP Address boxes, type the standby License Manager Server IP address (optional, if available).
8
In the Standby Server’s IP Port boxes, type the standby License Manager Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only.
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The LM Service log file (LMService.log) location appears. It is in the install directory of the Contact Center Manager Administration server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\. 9
10
From the LM Service Log Level list, select one of the following:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug in the LM Service Log size box, type the log file size. The Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK. Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service has restarted.
14
Click OK.
15
Close all windows to complete the procedure.
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Step 21. Configure Logon warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is turned on in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your Administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 22. “Configure shared folders for Historical Reporting (optional)” on page 857.
Configuring your logon warning message title and text 1
On the Contact Center Manager Administration server, click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon window appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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9
In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon window appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
On the Contact Center Manager Administration server, 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 Change Login Warning Settings icon. Result: The Login Warning Properties window appears.
3
Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text,” on page 852.
4
Click OK.
5
Close all windows to complete the procedure. The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, this setting needs to be set on each Contact Center Manager Administration server.
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Step 22. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled reports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create this shared folder, select one of the following options:
Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. That is, if the Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent, you type \\appsrvr\reports\agent in the Output box. Scheduled reports use the local administrator account named iceAdmin or the domain account set up by the administrator in the iceAdmin Password Change Utility to run, print and export the scheduled report.
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read/ delete access for each applicable user). For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC. Contact Center Manager Administration Server Configuration
1
Scheduled Report Account (using iceAdmin Password Change Utility)
CCMA on a workgroup iceAdmin OR CCMA on a network domain
2
CCMA on a network domain
Steps required to export scheduled report to client PC
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server. 2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
Domain account (that is, the CCMA server was set up for Domain account for Scheduled Reports)
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1 The destination client PC must be on the same domain as the CCMA server. 2 Grant Change and Read permissions to the CCMA scheduled report domain account on the export folder of the destination PC.
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You can export scheduled reports only to client PCs that are within the same domain as the Contact Center Manager Administration server. To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When you change the iceAdmin password on the Contact Center Manager Administration server, you must change the iceAdmin password on the client PC to the same password as defined on the Contact Center Manager Administration server.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
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To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. Alternatively, you can use the Browse button to select your shared folder for export file. For example, to export the Agent Performance report, agent, to the shared folder, reports, on the client PC, clientpc, in the Output box, type \\clientpc\reports\agent. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not need to have access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration.
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In this window, when you click Submit, the system synchronizes the changes that you have made to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Before you can use the report synchronization feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure for setting up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list:
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For details, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 863. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security Contact Center Manager Administration
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account of the server default Web site to the network domain account” on page 872. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain),” on page 872. Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For information, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 863. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For information, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server)” on page 867.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC 1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Allow check box for Read. Ensure that all other check boxes are clear.
9
Click Apply.
10
Click OK. Result: The Properties window reappears.
11
Click OK to save your changes and close the Properties window.
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties window appears.
16
Clear the Account is disabled check box.
17
Click OK.
18
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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1
On the network PC, create a folder to store your user-created report templates.
2
You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those which are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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12
Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User dialog box. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the network PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
17
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
Select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
23
Click Find Now. Result: A series of users appears in the bottom portion of the window.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
25
Click OK. Result: The account appears at the top of the Permissions dialog box.
26
Select IUSR_SWC at the top of the Permissions window, and then, at the bottom of the window, ensure that the Read check box for Allow is selected.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the Properties dialog box.
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 878.
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1
Obtain the network domain account name from your System Administrator.
2
To add the network domain account to the Windows Backup Operators Group, click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double click Backup Operators.
6
Click Add
7
Enter the domain account as <domainname>\account name and click OK. OR Click Locations and select the domain where the network domain account belongs. Click OK. Then enter the domain account as <domainname>/ account name.
8
Click OK If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
9
To set up the Internet Information Services (IIS) security account, click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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13
Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User dialog box appears.
16
Click Advanced. Result: The lower portion of the Select User dialog box expands.
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Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are logged on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
Click Find Now. Result: The list of all the user accounts configured on the server appears.
20
From the list of user accounts, select the network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password window appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
25
Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK. You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 878. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server” on page 882.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC To perform this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 872, before you begin this procedure.
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1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties window appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone, and then ensure that the Allow check box is selected for Read. Ensure that all other check boxes are clear.
8
Click Apply.
9
Click OK. Result: The Properties window reappears.
10
Click OK to save your changes and close the Properties window.
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
12
In the left pane, click the Local Users and Groups heading.
13
Double-click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties window appears.
15
On the General tab, clear the Account is disabled check box, and then click OK.
16
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 872, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you only synchronize the imported report template when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
11
Click Find Now. Result: A series of users appears in the lower portion of the dialog box.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears at the top of the Permissions dialog box.
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Select the account at the top of the Permissions window, and then, at the bottom of the window, ensure that the Allow check box is selected for Read.
15
Click OK.
16
Click OK to save your changes and close the Properties dialog box.
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Step 23. Configure new ADD 6.0 parameters on the server (optional) Agent Desktop Display 6.0 has new features that you can configure on the Contact Center Manager Administration server. These new features include:
The ability to require agent phoneset logon for Agent Desktop Display to function The ability to disable automatic Agent Desktop Display Client upgrades.
All of your previous Agent Desktop Display configuration settings are carried over during the data migration process. To configure these new features, complete the following procedure.
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Configuring new Agent Desktop Display 6.0 parameters in the application server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
To require that your agents log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to the Agent Desktop Display client application, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
3
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If this option is selected, agents receive no prompts to download available Agent Desktop Display client upgrades.
4
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Click Save.
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Step 24. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed to Step 25. “Upgrade the XML Automated Assignments feature (optional)” on page 892. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
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Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you perform this procedure. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again, and then click OK. Result: The system verifies that you typed the same password both times, and then registers the new password in all required components.
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Step 25. Upgrade the XML Automated Assignments feature (optional) If you install the XML Automated Assignments feature, you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. To uninstall this feature from the server, use the Windows Add or Remove Programs utility. To install the feature, see the procedure that follows. You can also consult associated documentation and engineering/development support resources for the XML Automated Assignments feature, which are provided only through the Nortel Developer Program. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next Result: The Customer Information window appears.
6
Type your username and the name of your organization, and then click Next. Result: The Destination Folder window appears.
7
Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files
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that it cannot parse due to error, or accept the default folders shown. Then click Next. Result: The Ready to Install the Program window appears.
8
Click Install to install the program with the settings you have chosen (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
9
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Click Finish to complete installing the program.
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Step 26. Accept the license agreement in Server Utility If you install or upgrade Contact Center Manager Server, you must accept the licence agreement on the Server Utility on the Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. If you did not upgrade or perform a new installation of Contact Center Manager Server, you can skip the procedure and proceed to Step 27. “Refresh your servers” on page 897.
Accepting the license agreement in Server Utility If you did not install Server Utility on the Contact Center Manager Server from the Contact Center Manager installation DVD, see the installation procedures in the Contact Center Manager Server Installation and Maintenance Guide. 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Server Utility > Server Utility. Result: The Nortel Contact Center Manager Server Utility Login window appears.
2
In the User ID box, type the sysadmin User ID.
3
In the Password box, type the sysadmin password.
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In the Server Name or IP Address box, enter the Contact Center Manager Server name or IP address.
5
Click OK. Result: The End User License Agreement window appears.
6
Read the End User License Agreement.
7
Click Accept. Result: The Change Password window appears.
8
In the Old Password text box, type the old password.
9
In the New Password text box, type the new password.
10
Confirm the new password, and click OK. Result: The Server Utility starts.
11
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Close all windows to complete the procedure.
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Step 27. Refresh your servers ATTENTION
You must complete this step. If you do not manually refresh all Contact Center Manager Servers after you upgrade to Contact Center Manager Administration 6.0, your Contact Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or you upgrade from a previous version of Contact Center Manager Administration. You change the Contact Center Manager Administration server to connect to a standby Contact Center Manager Server.
If you change the password of sysadmin in the Server Utility, you must change the password in that server.
Refreshing all servers Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information. 1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://. You must log on using the Contact Center Manager Administration server name instead of the IP address. You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.
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Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. If you installed a release earlier than SU04 and you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you have SU04 or later and you configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and you configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
4
Enter your webadmin user ID and password in the text boxes.
5
Click Login. Result: The Contact Center Manager Administration main window appears
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6
Select Configuration.
7
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
8
Click Yes.
9
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that successfully refreshed appears in the Audit Trail.
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Step 28. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration. The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary Contact Center Manager Administration
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:\Apps\documentation\guides where is the Contact Center Manager Administration install directory. The default install directory is C:\Program Files\Nortel Networks\WClient.
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 29. Other postupgrade tasks This section includes other postupgrade tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your 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 Manager Administration, refer to Chapter 17, “Managing security.”
What is next? Configure the client PC. For information, see Section D: “Configuring the client PC,” on page 903.
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Section D: Configuring the client PC
In this section Step 30. Ensure that the client PCs meet all requirements
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Step 31. Download and install Windows update KB917607 (Optional)
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Step 32. Install .NET Framework v. 1.1 (optional)
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Step 33. Log on to Contact Center Manager Administration
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Step 34. Download controls to the client
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Step 30. Ensure that the client PCs meet all requirements Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display software, ensure that all client PCs meet the minimum requirements for this Release. For details, see Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 31. Download and install Windows update KB917607 (Optional) If you install Windows Vista on the client, users cannot view online help for Agent Desktop Display. To view online help, you must download and install Windows update KB917607 on to each client. This update includes the WinHlp32.exe file, which is required to view WinHelp help files, such as Agent Desktop Display online Help. If you do not install Windows Vista, you can proceed to Step 32. “Install .NET Framework v. 1.1 (optional)” on page 906.
Downloading and installing Windows update KB917607 You must install Windows Vista before you can install this update. 1
Go to www.microsoft.com.
2
Search for KB917607.
3
In the list of search results, browse to and click the download link.
4
Follow the download and install instructions.
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Step 32. Install .NET Framework v. 1.1 (optional) The .NET Framework version 1.1 and .NET service pack 1 must be installed on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that are administered by Contact Center Manager Administration. For information about installing the Contact Center Multimedia server, see the Nortel Contact Center Multimedia Installation and Maintenance Guide. For information about adding the Contact Center Multimedia server to the list of servers administered by Contact Center Manager Administration using the Configuration component, see the Nortel Contact Center Manager Administrator’s Guide. If you do not use the Outbound Campaign Management Tool component, proceed directly to Step 33. “Log on to Contact Center Manager Administration” on page 909.
Prerequisites for installing the .NET Framework Each client machine must meet the following requirements before you install the .NET Framework version 1.1 software, and .NET service pack 1:
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Windows 2000 (service pack 4), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
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Checking for the .NET Framework on a client machine If your client machines run 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 machines, click Start > Control Panel.
2
Double-click Add or Remove Programs.
3
Select Microsoft .NET Framework 1.1.
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 machine 1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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.
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When the installation is complete, click OK.
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Step 33. Log on to Contact Center Manager Administration After you install and configure the required third-party software on the client PC (Internet Explorer version 6.0 with the latest supported Service Pack and SOAP 3.0), log on to Contact Center Manager Administration to test the installation. Note that if you install SU04 or later, SOAP is not required. To perform the procedures in this chapter, log on to the Contact Center Manager Administration Server. Before you can log on to the Contact Center Manager Administration Server, you must accept the licence agreement on the server utility. If you upgrade your Contact Center Manager Server at the same time, you must upgrade the license agreement in Server Utility. For information, see Step 26. “Accept the license agreement in Server Utility” on page 895. You must also refresh your servers after an upgrade. For information, see Step 27. “Refresh your servers” on page 897.
To log on to Contact Center Manager Administration When you log on to Contact Center Manager Administration after installation, you must log on as the default administrator, webadmin. For security reasons, Nortel recommends that you change the default password when you first log on to the application. Contact Center Manager Administration user passwords can contain English characters and special characters only.
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Logging on to the Contact Center Manager Administration server and changing the default password ATTENTION
When you change the webadmin password, do not lose or forget the new password or you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, immediately after installing Contact Center Manager Administration, log on to the Contact Center Manager Administration server as webadmin, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password. For more information about adding Contact Center Manager Administration users, see the online Help.
1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://. You must log on using the Contact Center Manager Administration server name instead of the IP address. You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.
3
Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
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If you installed a release earlier than SU04 and you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you have SU04 or later and you configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and you configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
4
To view the details of the Contact Center Manager Administration build number and Service Update version, click About Contact Center Manager Administration. Click OK to close.
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Click Change Password. Result: The Change Password window appears.
6
In the User name box, type the default user name.
7
In the Old password box, type the default password.
8
In the New password box, type a new password. Contact Center Manager Administration user passwords can contain English characters and special characters only.
9
In the Confirm password box, type the new password. You can modify the default password only. You cannot change the default username, webadmin. ATTENTION
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If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, launch Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password.
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Click Submit. Result: The default password is changed and the main logon window reappears.
11
In the User ID box, type the user name.
12
In the Password box, type the new password.
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Click Login. Result: If you configured a logon warning message, this message appears; otherwise, the Contact Center Manager Administration main window appears.
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Step 34. Download controls to the client All Contact Center Manager Administration components, with the exception of the Audit Trail component, require that you download controls to your client PC to ensure proper functionality in each of the components. For a list of all controls required by Contact Center Manager Administration components, see “Controls that are downloaded to the client PC” on page 916. The required controls used by Contact Center Manager Administration are in .cab files that are digitally signed. Nortel recommends that you configure Internet Explorer to enable or prompt for downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269). When the browser is configured to enable for downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you work. When the browser is configured to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. If a control is installed on the client PC, it is not downloaded a second time. The system automatically upgrades these controls if a newer version of the control is detected on the Contact Center Manager Administration server, up to the version specified by Contact Center Manager Administration. For information about viewing the controls that are already installed on your client PC, see Chapter 9, “View the list of installed controls”.
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Controls that are downloaded to the client PC The following table lists all the controls that must be downloaded to the client PC if it is used to access all Contact Center Manager Administration components (except Audit Trail, which has no dependency on controls). Some controls are required for more than one component, but you need to install them once only.
Control
Crystal Reports Viewer
Client Install Location*
Control File
Windows\ ActiveXVie crviewer.dll Downloaded werMod.cab Program Files
Emergency Windows\ Help System32 Pop-up Menu
CAB file
EHCtrl.cab
iceemhlp control.dll
Windows\ iemenu.cab iemenu.cab Downloaded Program Files
Company Purpose
Version
Business Objects
Enables Crystal Reports viewer.
10.0.5.587
Nortel
Emergency 6.0.0.0 Help
Microsoft Internet Explorer Pop-up Menu
4.71.115.0
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel per Downloaded r.cab Control.ocx Program Files
Date 6.0.0.4 formatting
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel perCtrl Downloaded erCtrl.cab Control.ocx Program Files
Chart 1.0.0.0 functionalit y for RealTime Displays
Real-time Windows\ Display System32
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RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13 ll Microsoft displays
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Control
Client Install Location*
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Control File
Company Purpose
ActiveTree Windows\ ssTree.cab View Downloaded Program Files
SSTree.ocx
Infragistic Navigation 1.0.4.20 s tree functionalit y
DB Grid 8 Windows\ System32
—
Compone Data grid 8.0.20042.3 nt One functionalit 29 y
Scripting Editor
CAB file
todg8.ocx
Version
Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8 Downloaded ext.cab xt.ocx Microsoft functionalit Program y Files
Historical Windows\ HRCtrl.cab hrctrl.dll Reports Downloaded Control Program Files
Nortel
Historical 6.0.0.6 Reports
If you install a release earlier than SU04, the SOAP 3.0 client is also required on the client PC. For more information about installing the client version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. Controls and your local security policy (Windows 2000 only) If the client PC runs on Windows 2000, your local settings of the security policy Unsigned non-driver installation behavior on the PC, determine if warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or if the required controls can be downloaded at all. Verifying your local security policy settings (Windows 2000 only) The following procedure is applicable only to Windows 2000. If your client PC runs any other operating system, the security policy does not affect the downloading of controls, and you do not need to perform this procedure.
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Click Start > Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
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4
In the right pane, scroll to Devices: Unsigned non-driver installation behavior policy.
5
Under the Security Setting column, verify the current setting for this policy. The possible values are:
Silently succeed—All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, one or more warning windows appear, in addition to those resulting from the settings you chose when configuring Internet Explorer.
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6
Do not allow installation You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
To change the setting that appears, right-click this policy, and select Security from the menu. Result: The Local Security Policy Setting window appears.
7
From the Local policy setting list, select the new policy setting (select either Silently Succeed or Warn but allow installation, based on your preference).
8
Click OK to save your changes.
9
Close the Local Security Policy Setting window.
Automatically downloading controls Nortel recommends that you configure Internet Explorer to enable or prompt when downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269). When the browser is configured to enable when downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you work. When you configure the browser to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. When this dialog box appears, you Installation and Maintenance Guide
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must choose to accept the control before the system downloads the control to the client PC. You are only be prompted to accept the control the first time that the control is required by the Contact Center Manager Administration component in which you work. For a list of the controls required by each component, see “Controls that are downloaded to the client PC” on page 916. Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Once a user with administrator privileges successfully downloads the required controls, users who are not members of the Power Users group or users who do not have administrator privileges can use all Contact Center Manager Administration components on the client PC to which they have access.
View the list of installed controls To verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. Viewing the list of installed controls 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
2
On the General tab, in the Temporary Internet files section, click Settings. OR
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In Internet Explorer 7.0, on the General tab, in the Browsing history section, click Settings. Result: The Temporary Internet Files and History Settings window appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window.
Deleting controls You can delete any of the controls from the list of installed controls on the client PC. However, note that if Internet Explorer uses the control, you may need to close the browser and reopen it before the system lets you delete the control.
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Permissions on the client PC and downloading controls If your contact center security policy prevents users from logging on to the client PCs with administrator privileges, the automatic download process for the Contact Center Manager Administration controls do not function. To install the required controls on the client PCs, select one of the following options:
A user with administrator privileges can log on to each client PC, connect to the Contact Center Manager Administration server, and can automatically download all required controls by opening all applicable components and windows that require these controls. For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel has bundled the required controls into a single file called ActiveX Controls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the PC. For details, see “Running the ActiveX Controls.msi file from an SMS server” on page 922. If you do not have an SMS server, a user with administrator privileges can launch the ActiveX Controls.msi file on each client PC individually to install all the required controls at once (without having to log on to Contact Center Manager Administration). For information, see “Running the ActiveX Controls.msi file on each client PC” on page 923.
Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Running the ActiveX Controls.msi file from an SMS server Because installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company guidelines to install the ActiveX Controls.msi file on the SMS clients in your network.
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In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows group policy. For details, see the documentation on the Microsoft Web site at www.microsoft.com. If you install Windows Vista on the client PCs, to push out the ActiveX Controls.msi file to client PCs using an SMS server or Group Policy, you need elevated administrator privileges. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the SMS server with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
From the Contact Center Manager installation DVD, copy ActiveX Controls.msi to the desired directory on the SMS server.
5
Double-click ActiveX Controls.msi to run the installation and install the files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC Complete this procedure to install all required controls on each client PC individually. This procedure is useful if your company security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ActiveX Controls.msi file on each PC. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the client PC with administrator privileges.
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3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
In the this directory, double-click ActiveX Controls.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the welcome window.
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Click Next. Result: The Ready to Install the Program window appears.
6
Click Install. Result: The program installs the files and the completed window appears.
7
Click Finish.
8
Perform this procedure on each client PC used to access the server and run Contact Center Manager Administration.
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Downloading more recent versions of controls If required by Contact Center Manager Administration, Internet Explorer automatically downloads a more recent version of the control than the version that you originally installed. You can download more recent versions of the controls without adversely affecting Contact Center Manager Administration functionality. For information about viewing the version number of the controls installed on the client PC, see “View the list of installed controls” on page 920.
What is next? Upgrade Agent Desktop Display. For details, see Section E: “Upgrade agent workstations,” on page 927.
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Section E: Upgrade agent workstations
In this section Step 35. Upgrade Agent Desktop Display on agent workstations
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Step 36. Configure active and standby servers for ADD (optional)
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Step 35. Upgrade Agent Desktop Display on agent workstations This section describes how to automatically upgrade the Agent Desktop Display 4.5 client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent Desktop Display Agent Desktop Display Release 4.0 is incompatible with Contact Center Manager Administration. Therefore, you must first upgrade all client PCs to Agent Desktop Display 4.5. If you install a release earlier than SU04, you must also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is not required. This upgrade process must be done manually on each client PC. For details about this procedure, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/SU05.
To automatically upgrade the Agent Desktop Display 4.5 client software Perform this procedure if you upgrade the Agent Desktop Display Release 4.5 software to Release 6.0. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC with Administrator privileges to upgrade Agent Desktop Display. This also applies if you upgrade the client portion of Agent Desktop Display on the Contact Center Manager Administration server. Ensure that the proxy settings are turned off before completing this procedure. Ensuring that the proxy settings are turned off 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings window appears.
3
Clear the checkbox next to Use a proxy server for your LAN.
4
Click OK.
5
Close all windows.
Automatically upgrading the Agent Desktop Display 4.5 client software 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
On the client PC, open Agent Desktop Display and connect to an Contact Center Manager Administration server running Contact Center Manager Administration.
3
Launch a tabular display. Result: A message box appears, asking if you want to upgrade to a newer version of Agent Desktop Display.
4
Click Yes. Result: The Choose Setup Language window appears.
5
From the list, choose the language in which to upgrade Agent Desktop Display. You can choose from English, French, German, Japanese, and Traditional Chinese. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. If the co-resident server contains only Contact Center Manager Server and Contact Center Manager Administration, it supports English, Japanese, and Traditional Chinese only.
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For more information about Agent Desktop Display and multiple language support, see “To configure multiple language support in Agent Desktop Display” on page 327. 6
Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Agent Desktop Display window.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Click Next. Result: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Otherwise, the system copies the necessary files, and then installation begins. When the upgrade is complete, the InstallShield Wizard Completed window appears.
When you upgrade from a previous version of Agent Desktop Display, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. 8
Click Finish. Result: The system may prompt you to restart your system.
9
If required by your network security policy, turn your proxy settings back on after you upgrade Agent Desktop Display.
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Step 36. Configure active and standby servers for ADD (optional) If you have standby servers installed in your network, Agent Desktop Display 6.0 includes a new feature that you can use to configure the IP address or hostname of active and standby servers for Contact Center Manager Administration and Contact Center Manager Server. With this feature, agents can switch between active and standby servers as required by their network administrator. This simplifies the recovery procedures in the event of a failure on the active server requiring a cutover to a standby server. This procedure is optional.
Configuring active and standby servers for Agent Desktop Display 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
Click Start > Programs > Agent Desktop Displays > Server IP Addresses Configuration. Result: The Server Configuration dialog box appears.
3
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In the Contact Center Manager Administration: Active text box, type the IP address or hostname of the active Contact Center Manager Administration server. This field is required.
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4
In the Contact Center Manager Server: Active text box, type the IP address or hostname of the active Contact Center Manager Server. This field is required.
5
If you install a standby Contact Center Manager Administration server, in the Contact Center Manager Administration: Standby text box, type the IP address or hostname of the standby Contact Center Manager Administration server. This field is optional.
6
If you install a standby Contact Center Manager Server, in the Contact Center Manager Server: Standby text box, type the IP address or hostname of the standby Contact Center Manager Server. This field is optional. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. When you type the IP address of Contact Center Manager Server, if you install Agent Desktop Display on a Terminal Services/Citrix server, all agents who use Agent Desktop Display from this particular server must be configured on the same server in Contact Center Manager Server.
7
Click Save.
8
Close all windows to complete the procedure.
What is next If you use Symposium Call Center Server 5.0 administered by at least one Classic Client and you plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. For information, see Section F: “Migrate Classic Client,” on page 935.
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Section F: Migrate Classic Client
In this section Overview
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Migrating Filters
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Migrating historical reports
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Migrating real-time displays
956
Migrate graphical real-time displays (GRTD)
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Migrating agent-skillset and agent-supervisor scheduled assignments
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Migrating user types
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Migrating NCC routing table scheduled assignments
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Removing associated supervisors
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Overview This section describes how to migrate the following Classic Client data to Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic Client. The procedures in this chapter are required only if you use Symposium Call Center Server 5.0 administered by at least one Classic Client and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because Contact Center Manager Server 6.0 does not support Classic Client, if you use Classic Client to administer your Symposium Call Center Server, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. If you are a new user to Contact Center Manager Administration 6.0 and Contact Center Manager Server and have no Classic Clients in your network, you need not perform the procedures in this chapter.
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Migration Checklist Classic Client Migration checklist
✓
Read the documentation for performing a migration.
❏
Gather the materials required for the migration.
❏
Migrate data from Classic Client to Contact Center Manager Administration.
❏
Filters Migrate filters
Historical reports Locate scheduled reports
❏
Migrate or reimport reports
❏
Reschedule reports
❏
Delete reports from Classic Client
❏
Real-time displays Migrate real-time displays
❏
Graphical real-time displays Migrate graphical real-time displays
❏
❏
Agent-skillset and agent-supervisor scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
User types
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Migrate user types as required: desktop, desktop supervisor, desktop supervisor agent, supervisor, agent, supervisor agent
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❏
Network Control Center (NCC) routing table scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
Remove associated supervisors from Classic Client
❏
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Migrating Filters With the filters feature, you can select the sites and resources to be included in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Contact Center Manager Server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you define and save. You can use filters migrated from the Classic Client in Contact Center Manager Administration. While each of the Classic Client filters contains only one type of data – either skillsets, applications, route numbers, route names, Dialed Number Identification Service (DNIS) numbers, or DNIS names – you can add different types of data to these filters after you import them into Contact Center Manager Administration by using the filters tabs in Historical Reporting. With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters. Use the tool to:
retrieve the existing filter information from the Network Control Center master database (MDB). reformat and save filters in the Active Directory.
Migrating filters 1
Access the Filter Set Upgrade Tool at \\Nortel Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe. Only the administrator or webadmin can use this tool.
2
Input the path of the Network Control Center filter (database file) or click the browse button to search for the file.
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3
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Select the appropriate file. Result: The Path of NCC Database field is populated.
4
Click Save Data. Result: The filter is now reformatted and saved to the Active Directory.
5
940
Click Close.
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Migrating historical reports Historical reports are stored differently in Contact Center Manager Administration and Classic Client. Classic Client Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running Classic Client or on a network PC designated by supervisor stores and controls all schedules on the Symposium Call Center Server. These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration Contact Center Manager Administration:
stores all custom reports on the Contact Center Manager Administration server stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic Client to Contact Center Manager Administration. User-created reports User-created reports are customer report templates created with Crystal Reports and imported into Classic Client. User-created reports and their schedules can be migrated from the Classic Client if they were created using Crystal Reports software (version 9.0 or earlier). You can migrate the following types of usercreated reports: Historical, Configuration, and Parameterized reports. User-defined reports User-defined reports are user reports saved from the standard Classic Client reports, such as the Agent Performance report. Contact Center Manager Administration also provides the same set of standard reports. Migrating userdefined reports involves re-creating the report manually using the same standard template that exists on Contact Center Manager Administration, specifying the same criteria, and saving it. Installation and Maintenance Guide
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You cannot migrate user-created reports if they were created with any other ODBC or Structured Query Language (SQL) compliant writer. These reports must be recreated in Contact Center Manager Administration. If the user-created reports were created with an earlier version of Crystal Reports 9.0, test the reports for compatibility with Contact Center Manager Administration before deleting them in Classic Client. In Contact Center Manager Administration, historical reports can be shared using report groups. Consider using this feature as it can reduce the number of reports required to be imported. If your reports are scheduled reports, you must schedule each report in Contact Center Manager Administration and remove the schedule from the Symposium Server through the Classic Client. If the schedule is not removed from the Symposium Call Center Server, the report runs twice if the Classic Client is installed and the report listener is running. Migrating user-created reports To migrate user-created reports, you must complete the following tasks:
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1.
Create a shared directory on the client PC or on a network PC to store user-created templates for the users.
2.
On each Classic Client, find the user-created reports and note the path of the directory where each file is stored. For information about finding user-created reports, see “Finding user-created reports in Classic Client” on page 943.
3.
Copy each .rpt file to the shared directory that you created.
4.
Log on to Contact Center Manager Administration and import each usercreated report. For details about importing reports, see “Importing usercreated reports into Contact Center Manager Administration” on page 944.
5.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Scheduling reports” on page 949.
6.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For information, see Chapter 9, “Deleting a report schedule from Classic Client”. Contact Center Manager Administration
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Delete the user-created report from the Symposium Call Center Server. For details, see “Deleting user-defined or user-created reports from Classic Client,” on page 955.
Migrating user-defined reports To migrate user-defined reports, you must complete the following tasks: 1.
On each Classic Client, find the user-defined reports and note the selection criteria for each report. For details about finding user-defined reports, see “Finding user-defined reports in Classic Client,” on page 948.
2.
Log on to Contact Center Manager Administration, find the corresponding standard report (for example, the Agent Performance report) and enter the same selection criteria for each report and save the report. For details, see “Defining user-defined reports in Contact Center Manager Administration,” on page 948.
3.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Scheduling reports,” on page 949.
4.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For details, see “Deleting a report schedule from Classic Client,” on page 954.
5.
Delete the user-defined report from the Symposium Call Center Server. For details, “Deleting user-defined or user-created reports from Classic Client,” on page 955.
Finding user-created reports in Classic Client On each supervisor machine, perform the following steps: 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, check for any reports that are user created by looking at the Types column.
5
Right-click on each user-created report and note the path to the location where the file is stored.
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Importing user-created reports into Contact Center Manager Administration 1
From the Contact Center Manager Administration Launchpad, click Historical Reporting. Result: The Historical Reporting window appears.
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Select the Contact Center Manager Server from which to run the report (for example, the Ottawa server). Result: The server expands to reveal a choice between public, private, and any group folders created.
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On the menu, click Report > Import. Result: The Template Importing Wizard appears.
4
Click Next.
5
(Optional) Select the Synchronize report template from the network drive check box. If this box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user-created reports from the source network drive every time you modify the report using Crystal Reports on the network drive. This means if you modify your source report template on the network drive/PC, you need not import the report to the Contact Center Manager Administration server.
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To use this option, ensure the network PC is preconfigured to use it. For information, see the Contact Center Manager Administration Installation and Maintenance Guide or contact your administrator.
6
Enter the network path of the report template as follows: \\NetworkPC name\shared folder name\report templatename.rpt Result: The CCMA application saves the network path of the template (TemplatePath) and last modified date (LastModified) of the report template file. Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if report template is modified on the network drive after import).
7
Enter the template name.
8
Select the value under Report is based on the following data. The choices are: Historical, Configuration, and Parameters. To import a historical report, enter the database alias. This is the database view name for the SQL query. Call-by-call reports take much longer to generate than do reports that collect other types of data.
9
Enter the timestamp field (if the timestamp field is not in the correct format, the report does not run).
10
Select the Report Data Range option. The choices are Interval, Daily, Weekly, and Monthly.
11
Click Next.
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Click Finish. Result: The report is added to the list in the Reports window. If you select the Configuration option, you need not specify an alias. To determine the alias of a database, open the report in Crystal Reports and choose Database > Set Alias. The Timestamp field is not required for a configuration report.
For more information about importing reports, see the Contact Center Manager Administration online Help. Finding user-defined reports in Classic Client 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, look for any reports that are user defined.
5
Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration using the user logon name provided by your administrator.
2
Open the Historical Reporting component.
3
Click on the required Contact Center Manager Server.
4
Open up the equivalent standard report, and enter the same selection criteria.
5
Save the report as a private report or to a shared report group and schedule it.
Locating scheduled reports in Classic Client Because reports might be stored on individual PCs or on the network, it is important to locate the reports and make note of each report location or network path prior to migrating it. To see all of the current scheduled reports prior to migration, use Scheduler in Classic Client. This tool shows all currently scheduled reports. 948
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1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed. Make note of the reports and their schedules for migration.
Scheduling reports For more information about scheduling reports, see the Contact Center Manager Supervisor’s Guide.
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Defining the report schedule 1
From the Time zone list, select the time zone in which you want to run or schedule your report. ATTENTION
2
The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see the Supervisor’s Reference Guide for Symposium Web Client 4.5. This document is posted on the Web site www.nortel.com.
In the Schedule area, clear the Not Scheduled check box. Result: The schedule boxes appear.
3
Select the check boxes that correspond to the type of data range you want. You can select or enter information in the following boxes. Schedule boxes available for Interval data range During the period from X to Y—Select to schedule an interval report to be generated at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, select this option to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the times in the boxes. On X at Y weekly—Select to generate an interval report on a particular day, at a particular time every week. For example, select this option to generate a report every Monday morning at 9:00 a.m. At X every day/specific days of the week/specific dates—Select to generate an interval report at a specific time every day, or on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month. Schedule boxes available for Daily data range
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At X today/every day/days of the week/specific dates—Specify the time at which you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday. Schedule boxes available for Weekly data range At X this week/every week—Specify the time and day at which you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday. At X on specific dates—Specify the time and dates on which you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month. Schedule boxes available for Monthly data range On the X in Y at Z—Select to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday every month at 12:00 p.m. On day X at Y—Select to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. On specific dates at X—Select to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m. 4
Continue with the procedure “Defining output options,” on page 951.
Defining output options After you set up the report schedule, define the way the system generates it. You can specify whether you want to print the scheduled report when it is generated or save it as a file, or both. If you choose to print the report, you can select the paper size. You can also specify one or more e-mail addresses to which the system can send notification that the system successfully generated the report, or that problems occurred preventing the system from generating the report. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure that you can use to repair the problem and generate the report again.
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If you choose to print the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the output file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the computer must be within the same domain as the Contact Center Manager Administration server. To send a scheduled report to a printer, ensure that you configure a default printer on the Contact Center Manager Administration server. If you define no default printer, you can send reports only to a file. 1
Select the print check box or the output to file check box, or both.
2
To print the report:
3
from the Printer list, select the printer to which you want to print the scheduled report.
From the Paper Size list, select the appropriate paper size for the printed report.
To send the report to a file, in the Output box, type the path to the shared output folder. The path must have the format \\[computer name]\[shared folder name]\[file name], without the file extension. Example: You want to send the Agent Performance report to a shared folder on the Contact Center Manager Administration server. The Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box.
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4
To save the report with a different name each time it is generated, select the Save file under different name each time check box. If you leave this check box clear, the system overwrites previously generated reports with the updated versions every time a report is generated.
5
From the Format list, select the export file format that you want to use.
6
Select the Send notification e-mail to check box if you want the system to notify you when the report generated.
7
Enter one or more e-mail addresses in the box. You can type a maximum of 255 characters in the box with each e-mail address separated by a semicolon (;).
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Click Submit. Result: The report is saved.
9
Click Activate. Result: The report schedule is activated.
Activating a report You can activate a report schedule in one of two ways:
1
You can click Activate in the Report Properties window after you schedule a new report and click Submit, or after you modify an existing report schedule and click Submit. You can click Activate in the Scheduled Events window. For more information, see the following procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to activate.
3
Click Activate. Result: The report schedule is activated.
Deactivating a report You can deactivate a report schedule in one of two ways:
1
Click Deactivate in the Report Properties window when you view the properties of a scheduled report. Click Deactivate in the Scheduled Events window. For more information, see the following the procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to deactivate.
3
Click Deactivate. Result: The report schedule is deactivated.
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Deleting a report schedule from Classic Client 1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: The currently scheduled reports appear.
5
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In Scheduler, right-click the schedule.
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Select Delete. Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client You must delete scheduled assignments and running of reports from the Symposium Call Center Server through the Classic Client or the Server Utility before removing Classic Client to avoid schedule conflicts. From the system tree, select the report and choose Report > Delete. ATTENTION
If the report schedule is active, you must deactivate it before you can delete the report.
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Migrating real-time displays Real-time displays are stored differently in Classic Client and Contact Center Manager Administration. Classic Client Classic Client stores custom real-time display formats on the PCs that run Classic Client. Contact Center Manager Administration Contact Center Manager Administration:
stores custom real-time display formats on the Contact Center Manager Administration server. requires that you recreate custom real-time displays in Contact Center Manager Administration.
Contact Center Manager Administration supports public real-time displays. If many users use the same real-time display, it needs to be recreated once only as a public display format. Migrating real-time displays
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1
Log on to the server using the Classic Client.
2
Expand Reports & Displays.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Double-click Real-Time Displays. Result: The Real-Time Displays window appears.
4
Under Display Type, note the type of each display.
5
Right-click on each display and select Properties. Result: The Real-Time Display Properties dialog box appears.
6
Under the General tab, note the Refresh Rate and the View Mode.
7
Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time display
formulas listed for each column in the Formula field
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configuration settings listed under Selected Column
8
Log on to Contact Center Manager Administration.
9
Select Real-Time Reporting on the Launchpad.
10
Select the required server in the server tree.
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Create new displays of the same type that you noted from Classic Client.
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12
Under the Properties tab for each display, configure the properties for the new display using the information from Classic Client.
13
Under the Columns tab for each display, configure the columns for the new display using the information from Classic Client.
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The mechanism to create displays in Classic Client differs from that in Contact Center Manager Administration. This may mean that you are not able to recreate the displays in Contact Center Manager Administration exactly as they are configured in Classic Client.
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Migrate graphical real-time displays (GRTD) To migrate graphical real-time displays from Classic Client to Contact Center Manager Administration 6.0, you must note the configuration parameters for each graphical real-time display in Classic Client and then manually recreate the displays in Contact Center Manager Administration. Time charts are not available in Contact Center Manager Administration. You can create connections after the supervisor creates all their constituent displays.
Migrating application and skillset billboards Perform the following steps on each supervisor machine that has Graphical Real-Time displays installed. 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the billboard that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties window appears.
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Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this billboard.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this billboard, in particular, note the threshold parameters.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards consult the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For further information about configuring display settings, consult the Contact Center Manager Administration online Help.
17
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Repeat this procedure for each of the application and skillset billboards that you want to migrate to Contact Center Manager Administration. Contact Center Manager Administration
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Migrating application and skillset charts 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the chart that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
3
Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this chart, in particular, note the chart type.
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Standard 10.15
Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this chart, in particular, note the threshold parameters in this tab.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display.
13
You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create.
15
Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards see the Contact Center Manager Administration online Help.
16
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
17
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset charts to migrate to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments Set up the schedules of agent-to-skillset and agent-to-supervisor assignments after migrating them from Classic Client to Contact Center Manager Administration. Classic Client Classic Client:
stores assignments in the Symposium Call Center Server database
stores and controls schedules on the Symposium Call Center Server
Contact Center Manager Administration Contact Center Manager Administration:
Stores assignments in the Contact Center Manager Server (Symposium Call Center Server) database. Stores and controls schedules on Contact Center Manager Administration Contact Center Manager Administration server. Contact Center Manager Administration uses the Window Task Scheduler, which is part of the Contact Center Manager Administration server's operating system, to schedule assignments.
Open and schedule each assignment through the Contact Center Manager Administration component in Contact Center Manager Administration. After scheduling the assignment in Contact Center Manager Administration, delete the schedule from Classic Client. If the schedule is not deleted from Classic Client, the assignment runs twice. ATTENTION
972
Ensure that all the schedules are removed prior to upgrading to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
3
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
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4
Standard 10.15
Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
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5
Note the schedule information.
6
Log on to Contact Center Manager Administration.
7
Select Contact Center Management on the Launchpad.
8
From the View menu select Assignments. Contact Center Manager Administration
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9
Select the server in the server tree.
10
Click on the Agent Skillset Assignments folder or Agent Supervisor Assignments folder.
11
Select an assignment.
Result: The schedule information appears in the Save/Schedule Assignments section.
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12
Enter the schedule data in the Save/Schedule Assignments section.
13
Click the Schedule button. Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
3
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
4
Right-click each assignment and select Edit Schedule. Result: The schedule information is displayed.
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5
Update the schedule to Not Scheduled.
6
Click Save.
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Migrating user types With Classic Client, you can create six types of users of which only the first three can access the Classic Client.
Desktop user—Used to log on to Wallboard or third-party applications, can also be used to administer the Classic Client functionality depending on privileges. Desktop Supervisor user—A supervisor in the contact center, supervising agents. Also has access to the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Desktop Supervisor Agent user—A supervisor in the contact center, supervising agents and is also an agent. Also has access to log into the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Supervisor user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Agent user—Assigned to a skillset used to take calls within the contact center. Supervisor Agent user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Assigned to a skillset used to take calls within the contact center.
The Server Utility replaces the Classic Client. If you log on through the Server Utility, you see all six types of users. When migrating from Classic Client to Contact Center Manager Administration, you must perform the following tasks for each user type. Migrating Desktop users No action is required. The Desktop user type is available in Server Utility. Sysadmin can log on to the Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users This user type is no longer required in the Server Utility. Installation and Maintenance Guide
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1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users This user type is no longer required in the Server Utility. 1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Supervisor users No action is required.
Migrating Agent users No action is required.
Migrating Supervisor Agent users No action is required.
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Migrating NCC routing table scheduled assignments This section describes how to:
migrate scheduled assignments from Classic Client to Contact Center Manager Administration delete scheduled assignments from Classic Client
Migrating scheduled assignments 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments. Result: The Table Routing Assignment list is displayed.
4
Right-click each assignment.
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Select Edit Schedule. Result: The schedule information for each assignment appears.
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6
If the Routing Table Assignment is scheduled, note the schedule information.
7
Log on to Contact Center Manager Administration.
8
Select Configuration Component on the Launchpad.
9
Select Network Control Center Server in the server tree.
10
Expand the Sites node by clicking the plus sign (+).
11
Select Assignments.
12
Expand Assignments by clicking the plus sign (+).
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Select each assignment. Result: Assignment information appears in the right-hand pane.
14
Enter the schedule information under Save/Schedule Routing Table Assignments using the information noted in Step 6.
15
Click Schedule. Result: Assignment is rescheduled.
16
Repeat for each Assignment.
Deleting assignments from Classic Client 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments.
4
Right-click each assignment.
5
Select Edit Schedule. Result: The schedule information for each assignment appears.
6
Update the schedule to Not Scheduled.
7
Click Save.
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Removing associated supervisors In Contact Center Manager Administration 6.0, the partitions feature replaces the Classic Client concept of associated supervisors. If you migrate from Classic Client to Contact Center Manager Administration, the associated supervisors may block a deletion of a supervisor. For this reason, Nortel recommends that you remove associated supervisors from Classic Client when migrating to Contact Center Manager Administration. If you do not perform this step, Contact Center Manager Administration removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client 1
Log on to the server using Classic Client.
2
Select User Administration.
3
Double-click Users. Result: A list of all users is displayed.
4
Right-click on the name of a user whose associated supervisors you want to remove.
5
Select Properties from the resulting menu. Result: The User Properties window appears.
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6
Select the Supervisor tab.
7
In the Associated Supervisors window, select all the listed supervisors.
8
Click Remove.
9
Click Save.
10
Close all windows to complete the procedure.
Contact Center Manager Administration
Chapter 10
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server In this chapter Overview
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Section A: Preparing for the upgrade
989
Section B: Upgrading the product software
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Section C: Postupgrade tasks on the CCMA server
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Section D: Configuring the client PC
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Section E: Upgrading agent workstations
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Section F: Migrate Classic Client
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Overview Nortel does not support a direct migration from Symposium Web Client 4.5 on server A to Contact Center Manager Administration 6.0 on server B. That is, you cannot back up Symposium Web Client data on a source server and restore that database backup to Contact Center Manager Administration 6.0 on a new target server. Use the migration and upgrade procedures in this chapter to upgrade from Symposium Web Client Release 4.5 SUS0601 v1 on a Windows 2003 platform to Contact Center Manager Administration Release 6.0 on a new server. ATTENTION
If your Symposium Web Client 4.5 is running on Windows Server 2000/ Advanced Server, you must perform a full platform migration to Windows Server 2003 before proceeding with your upgrade to Contact Center Manager Administration 6.0. For information about migrating Symposium Web Client 4.5 on a Windows 2000/Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”
Migrating Classic Client data If you have Classic Clients operating in your data network, you must migrate your Classic Client data because Contact Center Manager Administration 6.0 does not support Classic Client. You can migrate your Classic Client data before or after you perform the upgrade. For more information about planning your upgrade and compatibility considerations for Classic Client, see the Nortel Contact Center 6.0 Planning and Engineering Guide. The procedures to migrate Classic Client are documented in Section F: “Migrate Classic Client,” on page 1217.
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Source server and target server For the purpose of the procedures in this chapter, your existing server with Symposium Web Client 4.5 (SUS0601 v1 or later) installed is referred to as the source server. The new server, is referred to as the target server.
Options for upgrading from Symposium Web Client 4.5 (SUS0601 v1 or later) on Windows 2003 (source server) to Contact Center Manager Administration 6.0 on a new server (target server) Nortel does not support a direct migration from Symposium Web Client 4.5 on server A to Contact Center Manager Administration 6.0 on server B. That is, you cannot back up Symposium Web Client data on server A and restore that database backup to Contact Center Manager Administration 6.0 on server B. To complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later) on Windows 2003 to Contact Center Manager Administration 6.0 on a new server, you can select one of two options. Option 1 (recommended by Nortel) In this scenario, you maintain a fully operational Symposium Web Client 4.5 (SUS0601 v1 or later) on the source server, while migrating data to the target server and performing the upgrade on the target server. To upgrade to a new server, you must complete the following tasks: 1.
Install Symposium Web Client 4.5 (SUS0601 v1 or later) on the target server.
2.
Back up Symposium Web Client 4.5 (SUS0601 v1 or later) on the source server.
3.
Restore Symposium Web Client 4.5 (SUS0601 v1 or later) to the target server.
4.
Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the target server to Contact Center Manager Administration 6.0.
The procedures for this recommended upgrade path (Option 1) are documented from end to end in this chapter. Installation and Maintenance Guide
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Option 2 You can also upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later) on Windows 2003 to Contact Center Manager Administration 6.0 on a new server by completing the following tasks: 1.
Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the source server to Contact Center Manager Administration 6.0. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server.”
2.
Migrate Contact Center Manager Administration 6.0 data from the source server to the target server. For information, see Chapter 11, “Migrating CCMA 6.0 to a new server.”
Because this scenario does not maintain a fully operational Symposium Web Client 4.5 in the contact center while you perform the upgrade, this upgrade path is not recommended by Nortel. Option 2 is not documented as an end-to-end procedure in this chapter. To follow this upgrade path, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server” and Chapter 11, “Migrating CCMA 6.0 to a new server.”
Timing The following upgrade times provide guidance on the time required for software upgrade:
Preinstallation (including operating system installation/configuration): 3 hours
Upgrading the server software: 30 minutes
Postinstallation: 1 hour
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:
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DVD Drive: Internal IDE 8X DVD-ROM
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Section A: Preparing for the upgrade
In this section Step 1. Read the documentation for performing an upgrade
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Step 2. Gather the materials required for an upgrade
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Step 3. Ensure that all servers are compatible
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Step 4. Ensure target server meets CCMA 6.0 requirements
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Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server
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Step 6. Install SWC 4.5 SUS0601 v1 on the target server
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Step 7. Add ASP.NET applications to IIS
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Step 8. Perform a full backup of the source server
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Step 9. Back up Symposium Web Client data files on the source server 1033 Step 10. Remove Terminal Services (optional)
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Step 11. Restore the data files from the source server to the target server1037 Step 12. Get documentation for the XML Automated Assignments feature1043 Step 13. Install Crystal Enterprise 10 Embedded on the target server
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Step 14. “Verify that the SWC server can update the ADAM schema” on page 1051
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Step 1. Read the documentation for performing an upgrade Perform the following tasks:
Read Chapter 7, “Upgrading”. Check for any installation addenda or updated customer documentation on the Nortel Web site (www.nortel.com), or on the Partner Information Center Web site (www.nortel.com/pic). The addenda and documentation may contain important information regarding your upgrade.
If your Symposium Web Client 4.5 runs on Windows Server 2000/Advanced Server, you must perform a full platform migration to Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0 using the procedures in this chapter. For information about migrating Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”
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Step 2. Gather the materials required for an upgrade The following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0. Qty
Description
✔
1
Contact Center Manager Installation DVD
❑
1
Windows Server 2003 Installation CD
❑
1
Symposium Web Client 4.5 Installation CD
❑
Use the Contact Center Manager installation DVD to install one or all of the following:
the Contact Center Manager Administration software
Crystal Enterprise 10 Embedded
Sybase Open Client version 12.5
pcAnywhere 11.5 Host-Only
required hotfixes
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Step 3. Ensure that all servers are compatible Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 SUS0504 (or later) and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration 6.0 is incompatible with previous releases of Symposium Call Center Server. If you install Contact Center Manager Administration 6.0 on a co-resident server, you can install it only after you install Contact Center Manager Server 6.0. You cannot install Contact Center Manager Administration 6.0 on a coresident server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility You can use Contact Center Manager Administration to administer Symposium Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0. To administer Contact Center Manager Server 6.0, you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration. For more information about compatibility, see “Compatibility with CCMS and SCCS” on page 596.
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Step 4. Ensure target server meets CCMA 6.0 requirements Before you upgrade Symposium Web Client to Contact Center Manager Administration Release 6.0, ensure that the application server meets all the minimum hardware and software requirements. For information about hardware and software requirements, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server To perform a migration of Symposium Web Client 4.5 (SUS0601 v1 or later) to a new server in preparation for the upgrade to Contact Center Manager Administration 6.0, you must have Symposium Web Client 4.5 SUS0601 v1 or later on a Windows 2003 platform installed on the source server. If your Symposium Web Client 4.5 on the source server is installed on a Windows 2000/Advanced Server platform, you must perform a full platform migration to a new server before you upgrade the new server to Contact Center Manager Administration 6.0. For information about migrating Symposium Web Client 4.5 (SU05 or later) platform from Windows 2000 to Windows 2003, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”
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Step 6. Install SWC 4.5 SUS0601 v1 on the target server You must install and configure Windows Server 2003 and Symposium Web Client 4.5 SUS0601 v1 on the target server. To successfully complete the migration without corruption of data, each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. For more information about installing and configuring Symposium Web Client 4.5, see the Symposium Web Client Planning, Installation, and Administration Guide.
Installing and configuring Windows Server 2003 Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NT File System (NTFS) partition as the primary partition on the application server. Install Windows Server 2003 Enterprise Edition or Standard Edition, including Simple Mail Transfer Protocol (SMTP) and Internet Information Services (IIS) on the primary NTFS partition.
Windows Server 2003 requirements When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing
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Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition. To install IIS and Terminal Services, you must scroll through the list of components, and select Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel recommends that you install both on the application server. When you install Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For information, see “Applying security patches to the application server” on page 1004. Client Access Licensing For the latest information about Client Access Licensing, consult Microsoft. ATTENTION
Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License (CAL) only; they do not require a separate Terminal Services Client Access License.
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If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel does not provide these Client Access Licenses. If the client PC is accessing only Script Variables or Application Thresholds, these Licenses are not required. Domain group policies and the application server For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which Active Directory Application Mode (ADAM) is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server. Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting. You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information about group policies and Symposium Web Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center Web site (within www.nortel.com/pic). Installation and Maintenance Guide
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Windows Server 2003 checklist This checklist provides an overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceAdmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Symposium Web Client either as the webadmin or as any other user.
Windows Server 2003 installation checklist
✓
Set up a partition on the application server with an NTFS file system on ❑ the partition that contains the Web Client application. ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows Server 2003 files ❑ to the hard drive. When the copy process is complete, the system restarts. Regional and Language Options window
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❑
To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear. To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details.
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Windows Server 2003 installation checklist
✓
Personalize Your Software window
❑
Type your name and the name of your organization. Product Key window
❑
Type the product key for your installation. Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box.
*The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CAL) that you purchase. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you purchase, whichever is lower. For the Windows Server 2003 CALs, you can purchase a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of License that best suits your organization. Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of Licenses; however, you may have other client workstations in your network that have Windows Server 2003 CALs only and do not require access to Scripting.
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✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. The computer name can be a maximum of 15 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and a through z in lowercase), any one of the ten digits 0 through 9. No other characters are allowed (for example, the name cannot include any underscores [_]). Hyphens (-) are only permitted in the computer name of stand-alone systems. If you install a co-resident system, you cannot use hyphens in the computer name. 2 Type the password for the administrator account for this computer. You must use this password whenever the username Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode (ADAM) because both applications require that the computer name be identified on the network. To help prevent disruption, on a Windows Server 2003 platform (either stand-alone or co-resident), if you change the computer name of the application server after you install the Symposium Web Client software, you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility. Date and Time Settings window
❑
Adjust as required.
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Windows Server 2003 installation checklist
✓
Networking Components window
❑
Use this window to set up subnets, gateways, and domain names. Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. 1 On the Windows server, click Start > Control Panel > Network Connections. 2 Right-click Local Area Connection. 3 Select Properties. 4 In the General tab, click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Do not use dynamic IP addressing. 5 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. 6 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 7 Click Advanced. The Advanced TCP/IP Settings window appears.
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Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. ❑
Installing Components window
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you select. After the installation is complete, the server restarts and you are prompted to log back on as the administrator account you created.
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Windows Server 2003 installation checklist
✓
Windows Components window
❑
1 Click Start > Control Panel > Add or Remove Programs. 2 Click Add/Remove Windows Components. 3 IIS is a subcomponent of Application Server and is selected by default. Click Application Server, and then click Details to select IIS on the components list. 4 SMTP is a subcomponent of IIS and is cleared by default. Click Internet Information Services, and then click Details to select SMTP on the components list. 5 If you selected any values, click OK to return to the Windows Components window. 6 Click Terminal Server. 7 Click Yes. 8 Click Next. 9 Read the information about Terminal servers and click Next. 10 Click Full Security, and then click Next. The Configuring Components window appears. After the system configures the components you selected, restart the server. As of date of publication, the following information about Client Access Licensing was available from Microsoft. For the latest information, consult Microsoft. Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization.
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✓
❑
Nortel does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, these licenses are not required.
Creating shared folders on the application server
After you install Windows Server 2003, create the shared folders and add the printers on the application server that are used for Scripting and Historical Reporting.
Applying security patches to the application server Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor. Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as
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they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. If Symposium Web Client does not function properly after you apply a Microsoft security patch, you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, refer to the Symposium Service Packs and Security Hotfixes Compatibility List on the Partner Information Center (PIC) Web site at www.nortel.com/pic to see if Nortel has already verified the Microsoft patch for its compatibility with Symposium Web Client.
Installing Sybase Open Client on the application server You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client. If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client. After you install Sybase Open Client Version 12.5, you must update the Sybase Open Client driver. For details, see “Upgrading the Sybase 12.5 ODBC driver” on page 1011. Verifying the version of Sybase Open Client that is already installed If Sybase version 12.0 is installed on the application server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If a version of Sybase earlier than 12.0 is installed on the application server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. 1
On the server, click Start > Control Panel > System. Result: The System Properties window appears.
2
Click the Advanced tab.
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Click Environment Variables. Result: The Environment Variables window appears.
4
Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
Installing Sybase Open Client If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is already installed, and you need not install it again. You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client functions with Sybase Open Client 12.5 only. If the application server has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling an update” on page 1607. 1
Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears.
6
Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
7
Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
8
Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
10
If you install the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, type E:\Sybase. However, if you do not know this location, you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
1008
When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
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Click Next. Result: The Summary window appears, displaying the components being installed.
12
Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files are copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program.
14
If you upgrade to Sybase Version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation.
replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: “COMCTL32.DLL - The system does not need this update.” When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components.
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Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
16
Click OK.
17
Close the Control Panel window. Continue with the following procedure, “Upgrading the Sybase 12.5 ODBC driver.”
Upgrading the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is installed and you need not install it again, nor do you need to upgrade the Sybase 12.5 ODBC driver. For more information, see the instructions.txt file, which is in the EBF11113 folder on the Symposium Web Client CD-ROM. If Sybase Open Client 12.5 is installed on the application server and you upgrade Symposium Web Client 4.5 from one build to the next, you must perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before you upgrade the Symposium Web Client software. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start > Run.
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b. In the Open box, type cmd. c.
Click OK.
d. Ad the prompt, type iisreset. e. Press Enter. Result: The following screen appears.
3
Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver;<SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
1012
On the application server, verify that the system successfully updated the driver as follows:
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a. Click Start > All Programs > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy. Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp
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EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
Installing Symposium Web Client 4.5 on the application server Before you begin: 1.
Ensure that you install and configure the following Windows components and third-party software on the application server:
2.
Windows Server 2003 Enterprise Edition or Standard Edition Internet Information Services with SMTP Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client Version 12.5 (required for Historical Reporting and Contact Center Management)
If the setup wizard does not detect these programs or components on the application server, it terminates the installation process. Decide if you will install Symposium Web Client as the default Web site on the application server, or if you will install it as a virtual directory on an existing Web site. ATTENTION
3.
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Nortel recommends that you install Symposium Web Client as the default Web site, reserving the application server solely for the use of Symposium Web Client.
Verify that IIS is completely installed before you install Symposium Web Client. Click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation. Contact Center Manager Administration
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Verify that you did not change the default settings in Windows 2003 to disable the capability to generate 8.3 style short filename. Disabling the capability to generate 8.3 style short filenames causes the installation of Symposium Web Client to fail. For information, see “Installation of Symposium Web Client on Windows 2003 fails because of Windows Script Host error message” on page 767.
Installing Symposium Web Client on the application server (no ADAM replication) You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server. 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup.exe appears by default in the Open box, where D: is the CD-ROM drive.
6
Click Next. The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, installation continues. The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
8
In the Serial Number box, type the serial number for your Symposium Web Client 4.5. The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software.
9
In the Key Code boxes, type the keycode for your Symposium Web Client 4.5 application. ATTENTION
10
Keycodes are case-sensitive.
Click Next.
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If you make an error entering the keycode or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears.
11
Click No. Result: The Customer Information window appears.
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In the User Name box, type your name.
13
In the Organization box, type your company name.
14
To set up access restrictions for this Symposium Web Client installation, select one of the following options:
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Anyone who uses this computer (all users) lets anyone who can log on to the computer also log on to Symposium Web Client.
ATTENTION
15
Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) lets only a user with your username and password log on to Symposium Web Client.
Click Next. Result: The SOAP Configuration Parameters window appears. In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server computer name, you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server fully qualified host name (for example,.<domain name>.com), you must type this name. If you install Symposium Web Client as a virtual directory on an existing Web site, type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name. If you change the computer name after you install Symposium Web Client on Windows Server 2003, some SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as
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Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must perform a procedure to reset the name in IIS and update the DNS or HOSTS table to reflect the new computer name. ATTENTION
If you are uncertain of the Symposium Web Client default URL, you can accept the default value shown. However, if the client PCs that are used to access the application server are outside the server domain, you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the serves computer name. The results of a successful ping include the fully qualified domain name.
If you use the fully qualified domain name in this window, and if you add the application server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. Result: The Port Configuration for ADAM window appears. 16
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default Web site on the application server, or install it as a virtual directory on an existing Web site. 18
To install Web Client as the default Web site, select the Default option, and then proceed to step 20. Nortel recommends that you select Default, reserving the application server solely for the use of Symposium Web Client for optimum performance OR To install Web Client as a virtual directory on an existing Web site, click Existing.
19
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default Web site, see the Symposium Web Client 4.5 Planning, Installation & Administration Guide.
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Click Next. Result: The Setup Type window appears.
21
Select the Complete option.
22
Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
If there are files in use or open windows that prevent the Symposium Web Client installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the installation does not proceed, click Ignore. The installation proceeds. 24
After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Symposium Web Client functionality.
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You are required to type the old password only if you reinstall Symposium Web Client 4.5 and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is disabled.
25
In the New Password box, type the new password for the iceAdmin user account. After you install Symposium Web Client, you can change this custom password.
26
In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. Then the system installs Active Directory Application Mode (ADAM).
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After the system installs ADAM, click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Sometimes the window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step. The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. After the system installs the required SOAP components, the ADAMSchema window appears. The system installs the ADAM schema.
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The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
29
Click Yes to restart your computer,
Applying the Service Update You must download and apply the same Service Update as is currently on the source server from the Nortel Enterprise Solutions PEP Library Web site at www.nortel.com/espl. To register for this Web site, follow the instructions listed at www.nortel.com/register.
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You must have the same Service Update on the source server and the target server to successfully migrate from the source server to the target server. At minimum, the patch level must be Symposium Web Client 4.5 (SUS0601 v1) to support a direct upgrade to Contact Center Manager Administration 6.0.
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Step 7. Add ASP.NET applications to IIS For Report Creation Wizard to function, you must configure Internet Information Services (IIS) to support ASP.NET applications. If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager Administration server, proceed to Step 19. “Configure IIS settings for Report Creation Wizard” on page 1082. If you do not perform this task, the following error message appears when you attempt to launch Report Creation Wizard: “Visual Studio.NET has detected that the specified Web server is not running ASP.NET version 1.1. You will be unable to run ASP.NET Web applications or services.” You may be asked for your Windows 2003 Server installation CD during the configuration steps of this procedure.
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Configuring IIS to support ASP.NET applications 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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In the left pane, click Add/Remove Windows components. Result: The Windows Components Wizard window appears.
3
Under Components, select Application Server, and then click Details. Result: The Application server dialog box appears.
4
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Under Subcomponents of Application Server, select the ASP.NET check box.
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Click OK. Result: The Application server dialog box closes.
6
Click Next. If you receive a prompt to insert your Windows Server 2003 installation disk, insert the Windows Server 2003 installation CD in the CD-ROM drive. Result: The Completing the Windows Components Wizard window appears.
7
Click Finish.
8
Close all windows to complete the procedure.
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Step 8. Perform a full backup of the source server Before you perform the migration procedure or upgrade the application server, Nortel recommends that you make a complete backup of the Symposium Web Client application server, including the system state, using a third-party backup tool or the Microsoft Windows Backup tool. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. Nortel recommends that you perform full backups during periods of low activity.
Performing a full backup of the source server If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For information about creating full backups of the application server, see the Microsoft documentation or the documentation of the third-party backup tool of your choice. CAUTION Risk of loss of data .
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You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
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Step 9. Back up Symposium Web Client data files on the source server After you perform a full backup of the source server (see Step 8. “Perform a full backup of the source server” on page 1032), create a backup of the individual Symposium Web Client data files, including Microsoft Active Directory Application Mode (ADAM). Nortel recommends that you back up the individual Symposium Web Client files in addition to performing a full backup of the source server because this creates a more manageable backup file containing only the data files that need to be restored to the target server. The data files that you must back up before performing the full platform migration procedure include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files are not transferred automatically from the source server to the target server during the migration. You must restore these files separately on to the target server to complete the migration between platforms. CAUTION Risk of loss of data .
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on the target server. Nortel recommends that you back up ADAM files by using the Windows Backup Tool.
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Backing up Symposium Web Client data files using the Microsoft Windows Backup Tool For detailed information about the Microsoft Windows Backup Tool, go to the Microsoft Web site at www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
4
5
6
In the left pane, select the check boxes for the following files and folders (where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
In the left pane, select the check box for the following files and folders (where is the Symposium Web Client install directory. The default install directory is C:\Program Files\Nortel Networks\WClient):
\Apps\AccessMgmt\AccessXML
\Apps\Common\Icedb
\Apps\EmergencyHelp\Exports
\Apps\Reporting\Historical\data
\Apps\Reporting\Historical\rpt
\Apps\Reporting\RealTime\Exports
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device.
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If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you do not have a tape drive, or your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 7
In Backup media or file name, if you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file. OR If you back up files and folders to a tape, choose the tape to use.
8
Click Start Backup. Result: The Backup Job Information window appears.
9
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
10
Close all windows to complete the procedure.
For more information about using the Windows Backup Tool or other backup strategies, see the Microsoft documentation at www.microsoft.com.
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Step 10. Remove Terminal Services (optional) This is an optional step. Symposium Web Client 4.5 required Terminal Services for Scripting. Because Scripting is a fully integrated Web-based client in Contact Center Manager Administration 6.0, you can remove Terminal Services before you upgrade to Contact Center Manager Administration 6.0. However, you may have third-party products on your application server that require Terminal Services. In this case, you can keep Terminal Services on the application server and this does not affect the performance of Contact Center Manager Administration 6.0. If you do not want to remove Terminal Services from the application server, you can proceed directly to Step 11. “Restore the data files from the source server to the target server” on page 1037.
Removing Terminal Services 1
On the Symposium Web Client server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs windows appears.
2
In the left pane, click Add/Remove Windows components. Result: The Windows Components Wizard window appears.
3
In the Components list, clear Terminal Server and Terminal Server Licensing.
4
Click Next. Result: The Terminal Server Setup dialog appears warning you that this option removes Terminal Server from your computer.
5
Click Next. Result: Terminal Services is removed from your computer and the Completing the Windows Components Wizard window appears.
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Click Finish.
7
Click Yes to reboot the application server.
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Step 11. Restore the data files from the source server to the target server Perform this procedure to restore the files that you back up from the source server to the target server. ATTENTION
When you restore Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
You cannot use the application server while restoring data. You can use the Windows Backup Tool or a similar tool to restore the Symposium Web Client data. The procedure in this section is based on the Windows Backup Tool method of restoring data. When you replicate an instance of ADAM as part of a configuration set, you must perform an authoritative restore. At the time of writing, you can find Microsoft procedure for performing an authoritative restore in the section “To restore an ADAM instance” within the procedure “To authoritatively restore ADAM data on an ADAM instance that belongs to a configuration set” of the Microsoft ADAM online Help file.
Prerequisites Before you perform this procedure, you must ensure that the target server has the following software installed and configured correctly:
Windows Server 2003,
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All required third-party software, such as Microsoft Active Directory Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is installed on the source server) Symposium Web Client 4.5 SUS0601 v1 For details about installing and configuring Symposium Web Client Release 4.5 SUS0601 v1, see Step 6. “Install SWC 4.5 SUS0601 v1 on the target server” on page 995. You must ensure that the drive on which the backed up Symposium Web Client was installed exists on the new server.
Restoring Symposium Web Client data (Windows Server 2003) on the target server The following list provides a quick overview of the tasks required to restore Symposium Web Client data on the target server. Nortel recommends that you install all software in the same directories as those used on your original application server. 1.
On your target server Symposium Web Client installed, shut down the SymposiumWC service.
2.
Perform a restore using the appropriate backup and restore utility.
3.
Manually restart the SymposiumWC service.
4.
Restore the corresponding registry data. At this point your Symposium Web Client is operational except for scheduled information.
5.
Reactivate scheduled assignments.
6.
If you have Network Control Center (NCC), go to the Configuration component of Symposium Web Client and reactivate all routing table scheduled assignments.
Restoring data files To restore data files, select one of the following options:
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Restore data files using a third-party backup and restore utility such as Veritas.
Restoring data files using the Windows Backup Tool ATTENTION
You must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as “NETWORK SERVICE”). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
Browse to the backup file (.bkf) that you want to restore.
2
On the target server, restore the data from the most recent backup (.bkf) file. To do this, follow the procedure “To restore files from a file or tape.” As of the date of publication of this guide, you can find this documentation at www.microsoft.com. When you use the Windows Backup Tool to restore the Symposium Web Client data files, it is important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you use the Restore Wizard in the Advanced Options “How To Restore” page.
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Restoring data files using the Veritas Backup Exec 9.1 tool ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Symposium Call Center Server and Symposium Web Client as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Symposium Web Client data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use instead of the Microsoft Windows Backup Tool to back up and restore the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Symposium Web Client data, note the following:
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You must stop the SymposiumWC service prior to restoring from a Veritas backup file. You must also ensure that Restore over existing files is selected in the general properties for the restore job. For more information, consult the Veritas application online Help. The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (at this time, you cannot change the Symposium Web Client Toolkit NameService port number). When you change the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then choose a port that does not cause a conflict between any of these products. To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and/or service pack with Contact Center Manager Administration. Contact Center Manager Administration
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Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select Shadow Copy Components, as well as any hard drive components (Symposium Web Client folders). When restoring data, you must ensure that Restore over existing files is selected in the general properties for the restore job. When you restore the Symposium Web Client ADAM files (Shadow Copy Components), the SymposiumWC service is stopped automatically. You must manually restart the service after the restoration is complete.
Reactivating Historical Reports and scheduled events After restoring Symposium Web Client data to the new server, you must reactivate Historical reports and scheduled events. 1
Launch the Historical Reporting component in Symposium Web Client.
2
In the Scheduled Events window, select all the scheduled assignments.
3
Click Activate.
4
Launch the Contact Center Management component in Symposium Web Client.
5
Open each scheduled assignment and reactivate.
Testing your migrated data After you restore the files from the source server to the target server, test the migration of the data by connecting to the target server and using Symposium Web Client (logging into SWC with a user & password that had been created on the source server). Compare the data that is shown on this target server with the source server. Confirm also that all non-Active Directory data (such as Historical Reporting templates) is restored to the target server.
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Backing up and restoring data on a co-resident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a co-resident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Symposium Call Center Server and Symposium Web Client applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Symposium Call Center Server. Nortel does not specifically recommend any tool for its compatibility with Symposium Call Center Server. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location.
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Step 12. Get documentation for the XML Automated Assignments feature If you do not upgrade this feature, you can skip to Step 13. “Install Crystal Enterprise 10 Embedded on the target server” on page 1044. If you upgrade the XML Automated Assignments feature, ensure that you have the Contact Center Manager Administrator’s Guide on hand for instructions about how to use this feature. You can also consult other associated documentation and engineering and development support resources for the XML Automated Assignments feature, which are provided only through the Nortel Developer Program. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on the Web site at www.nortel.com/developer.
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Step 13. Install Crystal Enterprise 10 Embedded on the target server If you already installed this software on the server, you can skip to the next step. See Step 15. “Upgrade the product software” on page 1058 for details. To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You do not need to purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information window appears.
7
Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type window appears.
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Select the Full option, and then click Next. Result: The Ready to Install the Application window appears.
9
Click Next. Result: The system begins installing the software and the following window appears.
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When the installation is finished, the Completed window appears.
11
Click Finish.
Installing Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 16. “Install required hot fixes for third-party software” on page 1069.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
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Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
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Click Yes. Result: The InstallShield Wizard Complete window appears.
12
Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for thirdparty software” on page 1069.
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Step 14. Verify that the SWC server can update the ADAM schema This task is required only if you plan to upgrade a Symposium Web Client server in a replication configuration set. If the server is not part of a replication configuration set, you can proceed to Section B: “Upgrading the product software,” on page 1057. When you upgrade Symposium Web Client replication servers, the first server that you upgrade in the replication configuration set must be the schema master (for example, the primary Symposium Web Client server that was installed with the first instance of ADAM). The Symposium Web Client server that is the schema master is responsible for updating the ADAM schema and is the server that the other replicating servers in the ADAM configuration set referenced to when they were installed. To verify that Symposium Web Client server is the schema master and can update the ADAM schema, complete the following tasks. 1.
Verify that the Symposium Web Client server that you plan to upgrade first is the schema master.
2.
Verify that the schema master can update the ADAM schema.
Verifying that SWC server to upgrade first is the schema master 1
From the Start menu, click Run.
2
In the Open box, type MMC to open the Microsoft Management Console.
3
Click OK.
4
In the Console window, click File > Add/Remove Snap-in.
5
In the Add/Remove Snap-in dialog box, click Add.
6
In the Add Standalone Snap-in dialog box, from the list, select ADAM Schema.
7
Click Add.
8
Click Close to close the Add Standalone Snap-in dialog box.
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9
Click OK to close the Add Remove Snap-in dialog box.
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In the Console window, right click ADAM Schema and select Change ADAM Server. Result: The Connect to ADAM Server dialog box appears.
11
In the ADAM server box, type the DNS name of the SWC server (case sensitive).
12
In the Port box, type 389.
13
Click OK.
14
Right click ADAM Schema and select Operations Master. Result: The Change Schema Master dialog box appears.
15
In the Current schema master box, ensure that value is the name of server that you are verifying.
16
If the value in the Current schema master box is the name of another server in the replication configuration, then this other server is the server that you must first upgrade to Contact Center Manager Administration.
17
Exit the MMC console.
Verifying that the schema master can modify the ADAM schema To verify that the schema master can modify the ADAM schema, reapply an existing Symposium Web Client 4.5 ADAM schema attribute. Completing completing this procedure does not result in lost ADAM data. The ADAM schema structure is reapplied and existing data is not overwritten or deleted.
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1
Open a DOS window and navigate to :\Program Files\Nortel Networks\WClient\Apps\Sysops.
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Locate the windows ADAM directory. It is either C:\Winnt or C:\Windows.
3
At the prompt, type c:\winnt or windows\adam\ldifde -i -k -j . -c CN=Schema,CN=Configuration #schemaNamingContext -s localhost:389 -f ".\ice.schema_upgrade.040502.ldf".
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4
If the following output appears, this Symposium Web Client server is the schema master and can modify the ADAM schema.
5
If the following output appears, this SWC server is not the schema master and cannot modify the ADAM schema. Proceed to “Transferring schema master ownership” on page 1053.
Transferring schema master ownership If the Symposium Web client server cannot modify the ADAM schema, transfer or seize the schema master ownership using the Microsoft DSMGMT utility. 1
Open a new DOS prompt, and navigate to C:\WINNT\ADAM or C:\WINDOWS\ADAM.
2
At the prompt, type dsmgmt.
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3
At the dsmgmt prompt, type roles.
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At the fsmo maintenance prompt, type connections.
5
At the server connections prompt, type connect to server SWC DNS ServerName:389.
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At the server connections prompt, type q.
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At the fsmo maintenance prompt, enter transfer schema master.
8
In the Role Transfer Confirmation dialog box, click Yes.
9
If the transfer is successful the following output appears. Proceed to “Verifying that the schema master can modify the ADAM schema” on page 1052.
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If the transfer is unsuccessful the following output appears. Proceed to “Seizing schema master ownership” on page 1055.
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Seizing schema master ownership If you cannot transfer schema master ownership, complete this procedure to seize ownership. 1
At the fsmo maintenance prompt, enter seize schema master.
2
In the Role Seizure Confirmation dialog box, click Yes. Result: The following output appears:
3
Proceed to “Verifying that the schema master can modify the ADAM schema” on page 1052.
What is next? You can now upgrade the Contact Center Manager Administration Release 6.0 software on the target server. For information, see Section B: “Upgrading the product software,” on page 1057.
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Section B: Upgrading the product software
In this section Step 15. Upgrade the product software
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Step 16. Install required hot fixes for third-party software
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Step 17. Apply the latest Service Update and Service Update Supplement1070
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Step 15. Upgrade the product software This step describes how to upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client (only when installed on a Windows Server 2003 platform) to Release 6.0 of Contact Center Manager Administration on the same server. You cannot use the procedures in this chapter to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To upgrade to Contact Center Manager Administration 6.0 on a new server, see Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.” You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. If Symposium Web Client or Contact Center Manager Administration is replicating ADAM with another server, you must: 1.
Disable replication on the primary replicating server that is the schema master. Do not disable replication on the secondary replicating servers. To verify that the primary replicating server is the schema master, see Step 14. “Verify that the SWC server can update the ADAM schema” on page 1051.
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2.
Upgrade the schema master server (map drives first).
3.
Disable replication on each secondary replicating server.
4.
Upgrade each secondary replicating server (map drives first).
5.
Enable replication on the primary replicating server that is the schema master.
6.
Enable replication on each of the secondary replicating servers.
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Stopping replication on replicating servers To upgrade the schema master server, disable replication on this server only. Do not disable replication on the secondary replicating servers until you upgrade the schema master server. After you upgrade the schema master server, disable replication on all of the secondary replicating servers in the replication configuration set. 1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To disable outbound replication, type repadmin /options +DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Mapping drives to the source location of the product software 1
Insert the Contact Center Manager installation DVD into the Contact Center Manager Administration server DVD-ROM drive.
2
Launch Windows Explorer and browse to the DVD drive.
3
Right-click on the DVD drive in the system tree and select Properties from the menu. Result: The DVD Properties dialog box appears.
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Select the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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In the Share name box, type your share name.
7
Click Apply.
8
Click OK. Result: The DVD Properties dialog box closes.
9
In Windows Explorer, select Tools > Map Network Drive. Result: The Map Network Drive dialog box appears.
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10
In the Folder box, enter the server details as \\<server>\<share>, where <server> is the system that contains the physical DVD media and <share> is the share name.
11
Click Finish. Result: The Map Network Drive window closes and your mapped drive appears in the system tree.
Upgrading from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 Before you perform this procedure, complete the following tasks:
Map your drive to the source location of the product software. For more information, see “Mapping drives to the source location of the product software” on page 1059. Stop the ADAM replication service on each replicating server until the upgrade is complete (only if Symposium Web Client or Contact Center Manager Administration replicates ADAM with another server). For details about stopping replication, see “Stopping replication on replicating servers” on page 1059.
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Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, service updates, service update supplements, or designer fixes and patches.
2
In the Contact Center Manager Administration server, browse to the drive that you mapped to the source location of the product software. If you did not map your drive to the source location of the product software, see “Mapping drives to the source location of the product software,” on page 1059.
3
In the left pane, click the plus sign (+) next to drive that you mapped to the source location of the product software. Result: The folder expands.
4
In the right pane, click setup.exe. Result: The File Download warning box appears.
5
Click Open. Result: The Contact Center Manager DVD installer main menu appears.
6
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Select Contact Center Manager Administration from the components list.
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Click Install. Result: The InstallShield Wizard checks the system for required components. If the required components are on the system, the Welcome to Contact Center Manager Administration Setup Wizard window appears, immediately followed by the Upgrading the Contact Center Manager Administration main setup window.
Any patches installed are automatically removed by the installation prior to the upgrade taking place.
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Click Next. Result: The Upgrading the Contact Center Manager Administration status window appears, and the system copies new files to the Contact Center Manager Administration server.
If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the upgrade does not proceed, click Ignore. The upgrade proceeds. You cannot upgrade to a previous version of Contact Center Manager Administration. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process. 9
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
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This window appears every time you install or upgrade Contact Center Manager Administration. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
10
In the Old Password text box, type the old password for this account. If you forget or misplace the old password, you must manually reset it before you can continue to install Contact Center Manager Administration. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step. After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 28. “Configure Agent Desktop Display parameters on the server” on page 1154.
11
In the New Password box, type the new password for the iceAdmin user account. It is not necessary to change your iceAdmin password to a new password. To keep the old password, type the same password in the New Password box. If you change the iceAdmin password, any shares configured for exporting historical reports using the iceAdmin password must be reconfigured.
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After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 28. “Configure Agent Desktop Display parameters on the server” on page 1154. 12
In the Confirm Password box, type the new password again. 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.
13
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 19. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it.
14
From the Select Domain Name list, select the name of the domain to add.
15
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
16
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.
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17
In the Confirm Domain Account Password box, retype the domain account password.
18
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
19
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates and Server SOAP templates. After all files are installed, the Completing the Contact Center Manager Administration Setup Wizard window appears. If a version of Symposium Web Client is installed and you perform an upgrade, the system modifies the identity credentials of any scheduled tasks that you save in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes. When the program finishes, the Installing ServerSoapInstall window appears.
20
Click Finish. Result: The Contact Center Manager Administration Installer Information window appears, indicating that you must restart the Contact Center Manager Administration server for the upgrade to take effect.
21
Click Yes.
Enabling replication after the upgrade is complete ATTENTION
Do not enable replication on the primary replicating server that is the schema master immediately following an upgrade. Replication on this server must remain disabled until you upgrade all of the secondary replicating servers in the replication configuration set.
After you first upgrade the primary replicating server that is the schema master and then upgrade all of the secondary replicating servers, reenable replication on the schema master server and then on each of the secondary replicating servers.
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1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To enable outbound replication, type repadmin /options DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
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Step 16. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, service updates, service update supplements, or designer fixes and patches.
2
In Windows Explorer, on the Contact Center Manager installation DVD, browse to:\Supplementary SU\CCMA\Hot Fixes.
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you go to the Web site www.nortel.com/espl to check for any hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Step 17. Apply the latest Service Update and Service Update Supplement This step includes procedures to download and apply the latest Service Updates (SU) and Service Update Supplements (SUS) for Contact Center Manager Administration from www.nortel.com/espl. For more information about downloading and applying Service Updates, Service Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches.
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Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and Contact Center Manager Administration
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CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.” The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Service Updates contains all the fixes included in previously released Service Updates and Service Update Supplements. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A Designer Patch is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
Applying a Service Update or Service Update Supplement ATTENTION
When you install the latest Service Update, note the Administrator account with which you log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Installation and Maintenance Guide
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Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder located on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all Service Update Supplements (SUS) associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system has finished removing the patches, the installation of the new patch proceeds. See step 9. If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: When the system finishes installing the patch, the completed window appears. 10
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
11
Repeat steps 6-11 to install other Service Update Supplements that correspond to the latest Service Update.
12
After all the latest SU and SUS are installed, close all windows and restart the server.
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What is next? After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to Contact Center Manager Administration 6.0 on the Contact Center Manager Administration server, you must complete postupgrade tasks. For information, see Section C: “Postupgrade tasks on the CCMA server,” on page 1077.
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Section C: Postupgrade tasks on the CCMA server
In this section Step 18. Add the server to an existing domain (optional)
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Step 19. Configure IIS settings for Report Creation Wizard
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Step 20. Check Internet Information Services settings
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Step 21. Add the IUSR_SWC account as the anonymous user account
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Step 22. Complete additional IUSR_SWC tasks for SU04 (optional)
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Step 23. Configure License Manager Service
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Step 24. Configure Logon Warning message (optional)
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Step 25. Configure Real-Time Reporting
1114
Step 26. Configure Emergency Help
1122
Step 27. Configure shared folders for Historical Reporting (optional)
1124
Step 28. Configure Agent Desktop Display parameters on the server
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Step 29. Change the iceAdmin user account password (optional)
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Step 30. Upgrade the XML Automated Assignments feature (optional)
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Step 31. Revert to source computer name or change computer name
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Step 32. Ensure computer name of CCMA server is correct on client PCs1175 Step 33. Accept the license agreement in Server Utility
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Step 34. Refresh your servers
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Step 35. Copy latest user guides to the CCMA server
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Step 36. Other postupgrade tasks
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Step 18. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If you already added your Contact Center Manager Administration server to an existing domain or if you do not want to add your server to an existing domain, you can proceed directly to Step 19. “Configure IIS settings for Report Creation Wizard” on page 1082. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some specific scenarios that require you to add the Contact Center Manager Administration server to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For more information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
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Step 19. Configure IIS settings for Report Creation Wizard The task is required in order for Report Creation Wizard to function.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to (local computer) in the left pane. Result: The folder expands.
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Right-click on the RCW folder and click Properties. Result: The RCW Properties window appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to (local computer). Result: The folder expands.
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
13
Close all windows to complete the procedure.
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Step 20. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
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2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 21. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure includes the following tasks: 1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR_SWC user account, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20.
7
Click OK. Result: A window appears confirming that the password was set.
8
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab. Result: The Directory Security page appears.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
15
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 lower portion of the window.
19
Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
22
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
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23
Click OK to save your changes.
24
Close all windows.
25
To complete the procedure, run iisreset. Click Start > Run.
26
In the Open box, type iisreset.
27
Click OK.
28
Close all windows to complete the procedure.
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Step 22. Complete additional IUSR_SWC tasks for SU04 (optional) If you installed SU04, you must complete the following tasks. If you installed a version earlier than SU04, proceed to Step 23. “Configure License Manager Service” on page 1105.
Adding the IUSR_SWC user to the ISS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK.
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Result: The IUSR_SWC Properties dialog box closes. 10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
4
Click the Identity tab. Result: The Identity page appears.
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Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
9
In the Password box, type the IUSR_SWC password. This is the same password that you entered in step 6 of Step 21. “Add the IUSR_SWC account as the anonymous user account” on page 1087. Note that if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
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Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
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1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Step 23. Configure License Manager Service You can use the License Manager Service – Configuration Setup utility to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server. You can also use the utility to log the debug trace for the License Manager Service events. On a stand-alone server, for the Report Creation Wizard component to function, you must configure the License Manager Service after you install Contact Center Manager Administration. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address and port number are already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service – Configuration Setup window appears.
5
In the Primary Server’s IP Address boxes, type the Primary LM Server IP address.
6
In the Primary Server’s Port box, type the Primary LM Server port number. For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only.
7
In the Standby Server’s IP Address boxes, type the Standby LM Server IP address (optional, if available).
8
In the Standby Server’s Port box, type the Standby LM Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only. The LM Service log file (LMService.log) location is displayed. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug, in the LM Service Log size box, type the log file size. Note: Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service restarted.
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14
Click OK.
15
Close all windows to complete the procedure.
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Step 24. Configure Logon Warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is turned on in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 25. “Configure Real-Time Reporting” on page 1114.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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9
In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon window appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
14
Close all windows to complete the procedure.
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text” on page 1109.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 25. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
Contact Center Manager Administration server receiving IP multicast address—This is the address the Contact Center Manager Administration server uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server. Contact Center Manager Administration server sending IP multicast address—This is the address the Contact Center Manager Administration server uses to send multicast data.
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the Contact Center Manager Server uses to send data must be configured on the Contact Center Manager Server. This address is listed in the IP Multicast Group box. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. When a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). You can use the unicast option to provide users in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you can do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. IP multicasting can transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network.
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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2
In the left pane, under Applications, click Real-time Reporting.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties dialog box appears.
4
In the IP Receive Address and IP Send Address boxes, type the correct address information.
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The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration. The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
5
If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
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the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
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For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR
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If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An
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error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the client indicating that the connection is not allowed. For information about entering the appropriate value, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
11
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service successfully restarts.
12
Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 26. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, you must ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server. Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
2
In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
5
In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs.
6
Click the Restart Emergency Help Service check box.
7
Click OK. Result: The system restarts Emergency Help.
8
Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 27. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled reports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create a shared folder, select one of the following options:
Option 1—create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. That is, if the Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent, type \\appsrvr\reports\agent in the Output box. Scheduled reports use the local administrator account named iceAdmin or the domain account set up by the administrator in the iceAdmin Password Change Utility to run, print and export the scheduled report.
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration shared folder to copy the exported report files to their client PCs. To enable users to access the saved report file, you must grant each user read and delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read and delete access for each applicable user). For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC:
1
Contact Center Manager Administration Server Configuration
Scheduled Report Account (using iceAdmin Password Steps required to export scheduled Change Utility) report to client PC
CCMA on a workgroup
iceAdmin
OR
2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
CCMA on a network domain 2
CCMA on a network domain
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server.
Domain account
1 The destination client PC must be on the (that is, the CCMA same domain as the CCMA server. server is set up for 2 Grant Change and Read permissions to Domain account the CCMA scheduled report domain for Scheduled account on the export folder of the Reports) destination PC.
You can export scheduled reports to client PCs that are within the same domain as the Contact Center Manager Administration server only.
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To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When iceAdmin password is changed on the Contact Center Manager Administration server by the administrator, the iceAdmin password must also be changed to the same password, as defined on the Contact Center Manager Administration server, on the client PC.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. Alternatively, you can use the Browse button to select your shared folder for export file.
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For example, to export the Agent Performance report to a shared folder on the client PC, and the client PC computer name is clientpc, the shared folder name is reports, and you decide to call the report agent, type \\clientpc\reports\agent in the Output box. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration. In this window, when you click Submit, the system synchronizes the changes that you have made to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). 1128
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Before you can use the report synchronization feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user-imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list.
Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 1130. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security account of the server default Web site to the network domain account” on page 1139. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain),” on page 1139.
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Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1130. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For details, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (the Contact Center Manager Administration server uses these accounts)” on page 1134.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC
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On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Read check box for Allow. Ensure that all other check boxes are clear.
9
Click Apply.
10
Click OK. Result: The Properties dialog box reappears.
11
Click OK to save your changes and close the Properties dialog box.
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties window appears.
16
Clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (the Contact Center Manager Administration server uses these accounts) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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1
On the network PC, create a folder to store your user-created report templates.
2
You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those that are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools >Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User window appears.
5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User window. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the network PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
17
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
In the Name box, select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
23
Click Find Now. Result: A series of users appears.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
25
Click OK. Result: The account appears in the Permissions dialog box.
26
Select IUSR_SWC, and then ensure that the Allow check box is selected for Read.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the Properties dialog box.
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before creating a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 1145. 1
Obtain the network domain account name from your System Administrator.
2
First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double-click Backup Operators.
6
Click Add.
7
Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
8
Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
9
You must now set up the Internet Information Services (IIS) security account. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
10
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
13
Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
15
Click Browse. Result: The Select User dialog box appears.
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Click Advanced. Result: The Select User dialog box expands.
17
Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
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 network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password window appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
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Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK.
30
You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1145. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server:” on page 1149.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC To perform this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1139, before you begin this procedure. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone, and then select the Allow check box for Read. All other check boxes should be clear.
8
Click Apply.
9
Click OK. Result: The Properties window reappears.
10
Click OK to save your changes and close the Properties window.
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
12
In the left pane, click the Local Users and Groups heading.
13
Double click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
15
On the General page, clear the Account is disabled check box, and then click OK.
16
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server: In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1139, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you only synchronize the imported report template when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
In the Name box, select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
11
Click Find Now. Result: A series of users appears.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears in the Permissions dialog box.
14
Select the account at the top of the Permissions dialog box, and then ensure that the Allow check box is selected for Read.
15
Click OK.
16
Click OK to save your changes and close the Properties dialog box.
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Step 28. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see Step 25. “Configure Real-Time Reporting” on page 1114. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
7
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
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In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
Click Save.
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Step 29. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed to Step 30. “Upgrade the XML Automated Assignments feature (optional)” on page 1162. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864.
iceAdmin user When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin account, you cannot log on to Contact Center Manager Administration as a webadmin user or as any other user.
Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you can perform this procedure.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again.
8
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.
9
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 30. Upgrade the XML Automated Assignments feature (optional) If you install the XML Automated Assignments feature, you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. To uninstall this feature from the server, use the Windows Add or Remove Programs utility. To install the feature, see the procedure that follows. You can also consult associated documentation and engineering and development support resources for the XML Automated Assignments feature, which are provided only through the Nortel Developer Program. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information dialog box appears.
6
In the User Name box, type your username.
7
In the Organization box, type the name of your organization.
8
Click Next. Result: The Destination Folder dialog box appears.
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9
Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files that it cannot parse due to error, or accept the default folders shown.
10
Click Next. Result: The Ready to Install the Program window appears.
11
Click Install to install the program with the settings you chose (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
12
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Click Finish to complete installing the program.
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Step 31. Revert to source computer name or change computer name This step is required only to change the computer name after installation. For example, after you install the application on the target server, you may want to revert to the computer name of source server. If you do not want to change the computer name after installation, you can proceed to Step 32. “Ensure computer name of CCMA server is correct on client PCs” on page 1175. If you change the computer name of the Contact Center Manager Administration server after installation, you need to perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name. The tips for changing the computer name and suggested postchange tasks vary based on whether the server is co-resident with Contact Center Manager Server or stand-alone. Refer to the appropriate scenario for a list of the required tasks.
Changing the computer name of a stand-alone server If you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must perform the following tasks to reset the name so that the Contact Center Manager Server and the Contact Center Manager Administration function properly: ATTENTION
1.
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
If you install SU04 or later, this step is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not
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function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration. For details about how to reset the SOAP files to reflect the new computer name, see “Running the ChangeSOAPSrv utility” on page 1167. 2.
An administrator must reset the IUSR_SWC account to reflect the new computer name. For details, see “Resetting the IUSR_SWC account to reflect a new computer name” on page 1167.
3.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility. For more information, see Chapter 10, “Resetting the iceAdmin password after a CCMA server name change”.
Changing the computer name of a co-resident server On a co-resident server, after you change the computer name, you must perform the following tasks to reset the name so that Contact Center Manager Server and Contact Center Manager Administration function properly: ATTENTION
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You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
1.
An administrator must run the Contact Center Manager Server Computer Name Sync utility. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
2.
If you install SU04 or later, this step is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration.
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3.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
4.
An administrator must reset the iceAdmin by running the iceAdmin PasswordChange utility. For details, see “Resetting the iceAdmin password after a CCMA server name change” on page 1172.
Running the ChangeSOAPSrv utility If you install SU04 or later, you need not perform this procedure. If you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
Note the path that appears in the pop-up message. If you closed the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
On the Contact Center Manager Administration server, open a command prompt and navigate C:\Program Files\Nortel Networks\WClient\Apps\Supportutil, where C: is the drive on which Contact Center Manager Administration is installed.
3
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; where 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).
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
Launch and work with the same Contact Center Manager Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name You must perform this procedure if you change the computer name of the server. 1
Click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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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.
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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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
In the Password box, you must type the same password that you originally used for this account when you configured it in the procedure Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138.
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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 after a CCMA server name change 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 window 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
To export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
9
To export scheduled reports to a domain network PC, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
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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Step 32. Ensure computer name of CCMA server is correct on client PCs When you migrate to a new server, you must ensure that the computer name of the Contact Center Manager Administration server is correct on each client PC.
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Step 33. Accept the license agreement in Server Utility If you install or upgrade Contact Center Manager Server, you must accept the licence agreement on the Server Utility on the Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. If you did not upgrade or perform a new installation of Contact Center Manager Server, you can skip the procedure and proceed toStep 34. “Refresh your servers” on page 1178.
Accepting the license agreement in Server Utility If you did not install Server Utility on the Contact Center Manager Server from the Contact Center Manager installation DVD, see the installation procedures in the Contact Center Manager Server Installation and Maintenance Guide. 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Server Utility > Server Utility. Result: The Nortel Contact Center Manager Server Utility Login window appears.
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2
In the User ID box, type the sysadmin user ID.
3
In the Password box, type the password.
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4
From the Server Name or IP Address box, select or enter the server name or IP address.
5
Click OK. Result: The End User License Agreement window appears.
6
Read the End User License Agreement.
7
Click Accept. Result: The Change Password window appears.
8
In the Old Password text box, type the old password.
9
In the New Password text box, type the new password.
10
Confirm the new password, and click OK. Result: The Server Utility starts.
11
Close all windows to complete the procedure.
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Step 34. Refresh your servers ATTENTION
You must complete this step. If you do not manually refresh all Contact Center Manager Servers after you upgrade to Contact Center Manager Administration 6.0, your Contact Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. The Contact Center Manager Administration Server is changed to connect to a standby Contact Center Manager Server.
If you change the password of sysadmin in the Server Utility, you must change the password in that server.
Refreshing all servers Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information. 1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://. You must log on using the Contact Center Manager Administration server name instead of the IP address. You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.
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Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. If you installed a release earlier than SU04 and you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you have SU04 or later and you configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and you configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
4
Enter your webadmin user ID and password in the text boxes.
5
Click Login. Result: The Contact Center Manager Administration main window appears
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6
Select Configuration.
7
On the menu bar, click Server > Refresh All Servers.
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Result: The system asks if you want to continue to refresh all servers.
8
Click Yes.
9
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that successfully refreshed appears in the Audit Trail.
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Step 35. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration. The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:\Apps\documentation\guides where is the Contact Center Manager Administration install directory. The default install directory is C:\Program Files\Nortel Networks\WClient.
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 36. Other postupgrade tasks This section describes other postupgrade tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
What is next? Configure the client PC. For information, see Section D: “Configuring the client PC,” on page 1185.
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Section D: Configuring the client PC
In this section Step 37. Ensure that the client PCs meet all requirements
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Step 38. Download and install Windows update KB917607 (Optional)
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Step 39. Install .NET Framework v. 1.1 (optional)
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Step 40. Log on to Contact Center Manager Administration
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Step 41. Download controls to the client
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Step 37. Ensure that the client PCs meet all requirements Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display software, ensure that all client PCs meet the minimum requirements for this Release. For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 38. Download and install Windows update KB917607 (Optional) If you install Windows Vista on the client, users cannot view online help for Agent Desktop Displays. To view online help, you must download and install Windows update KB917607 on to each client. This update includes the WinHlp32.exe file, which is required to view WinHelp help files, such as Agent Desktop Display online Help. If you do not install Windows Vista, you can proceed to Step 39. “Install .NET Framework v. 1.1 (optional)” on page 1188.
Downloading and installing Windows update KB917607 You must install Windows Vista before you can install this update. 1
Go to www.microsoft.com.
2
Search for KB917607.
3
In the list of search results, browse to and click the download link.
4
Follow the download and install instructions.
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Step 39. Install .NET Framework v. 1.1 (optional) You must install the .NET Framework version 1.1 and .NET service pack 1 on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that are administered by Contact Center Manager Administration. For information about installing the Contact Center Multimedia server, see the Nortel Contact Center Multimedia Installation and Maintenance Guide. For information about adding the Contact Center Multimedia server to the list of servers administered by Contact Center Manager Administration using the Configuration component, see the Nortel Contact Center Manager Administrator’s Guide. If you do not use the Outbound Campaign Management Tool component, you can proceed to Step 40. “Log on to Contact Center Manager Administration” on page 1191.
Prerequisites for installing the .NET Framework Each client machine must meet the following requirements before you install the .NET Framework version 1.1 software, and .NET service pack 1:
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Windows 2000 (service pack 4), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
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Checking for the .NET Framework on a client machine If your client machines run 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 machines, click Start > Control Panel.
2
Double-click Add or Remove Programs.
3
Select Microsoft .NET Framework 1.1.
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 machine 1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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.
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When the installation is complete, click OK.
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Step 40. Log on to Contact Center Manager Administration After you install and configure the required third-party software on the client PC (Internet Explorer version 6.0 with the latest supported Service Pack and SOAP 3.0), log on to Contact Center Manager Administration to test the installation. Note that SOAP is not required if you install SU04 or later. To perform the procedures in this chapter, you log on to the Contact Center Manager Administration Server. To log on to the Contact Center Manager Administration Server, you must accept the licence agreement on the Server Utility. If you upgrade your Contact Center Manager Server at the same time, you must upgrade the license agreement in Server Utility. For information, see Step 41. “Download controls to the client” on page 1197. You must also refresh your servers after an upgrade. For information, see Step 34. “Refresh your servers” on page 1178.
To log on to Contact Center Manager Administration When you log on to Contact Center Manager Administration after installation, you must log on as the default administrator, webadmin. For security reasons, Nortel highly recommends that you change the default password when you first log on to the application. Contact Center Manager Administration user passwords can only contain English characters and special characters.
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Logging on to the Contact Center Manager Administration server and changing the default password ATTENTION
When you change the webadmin password, if you lose or forget the new password or you cannot log on to Contact Center Manager Administration as the webadmin user. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, immediately after installing Contact Center Manager Administration, log on to the Contact Center Manager Administration server as the webadmin user, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password. For more information about adding Contact Center Manager Administration users, see the online Help.
1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://. You must log on using the Contact Center Manager Administration server name instead of the IP address. You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.
3
Press Enter Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For details about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
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If you installed a release earlier than SU04 and did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you installed SU04 or later and configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
To view the details of the Contact Center Manager Administration build number and Service Update version, click About Contact Center Manager Administration. Click OK to close.
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Click Change Password. Result: The Change Password window appears.
5
In the User name box, type the default user name.
6
In the Old password box, type the default password.
7
In the New password box, type a new password. Contact Center Manager Administration user passwords can contain English characters and special characters only.
8
In the Confirm password box, type the new password. You can modify the default password only. You cannot change the default username, webadmin. ATTENTION
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If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin user. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, you can now open Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password.
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Click Submit. Result: The default password is changed and the main logon window reappears.
10
In the User ID box, type the user name.
11
In the Password box, type the new password.
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Click Login. Result: If you configured a logon warning message, this message appears; otherwise, the Contact Center Manager Administration main window appears.
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Step 41. Download controls to the client All Contact Center Manager Administration components, with the exception of the Audit Trail component, require you to download controls to your client PC to ensure proper functionality in each of the components. For a list of all controls required by Contact Center Manager Administration components, see “Controls that are downloaded to the client PC” on page 1198. The required controls used by Contact Center Manager Administration are in .cab files that are digitally signed. Nortel recommends that you configure Internet Explorer to enable or prompt for downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269). When the browser is configured to enable for downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you are working. When the browser is configured to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. If a control is installed on the client PC, it is not downloaded a second time. The system automatically upgrades these controls if a newer version of the control is detected on the Contact Center Manager Administration server, up to the version specified by Contact Center Manager Administration. For information about viewing the controls that are already installed on your client PC, see “Viewing the list of installed controls” on page 1202.
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Controls that are downloaded to the client PC The following table lists all the controls that must be downloaded to the client PC if it is used to access all Contact Center Manager Administration components (except Audit Trail, which has no dependency on controls). Some controls are required for more than one component, but you only need to install them once.
Control
Crystal Reports Viewer
Client Install Location*
Control File
Windows\ ActiveXVie crviewer.dll Downloaded werMod.cab Program Files
Emergency Windows\ Help System32 Pop-up Menu
CAB file
EHCtrl.cab
iceemhlp control.dll
Windows\ iemenu.cab iemenu.cab Downloaded Program Files
Company Purpose
Version
Business Objects
Enables Crystal Reports viewer.
10.0.5.587
Nortel
Emergency 6.0.0.0 Help
Microsoft Internet Explorer Pop-up Menu
4.71.115.0
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel per Downloaded r.cab Control.ocx Program Files
Date 6.0.0.4 formatting
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel perCtrl Downloaded erCtrl.cab Control.ocx Program Files
Chart 1.0.0.0 functionalit y for RealTime Displays
Real-time Windows\ Display System32
1198
RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13 ll Microsoft displays
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Control
Client Install Location*
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Control File
Company Purpose
ActiveTree Windows\ ssTree.cab View Downloaded Program Files
SSTree.ocx
Infragistic Navigation 1.0.4.20 s tree functionalit y
DB Grid 8 Windows\ System32
—
Compone Data grid 8.0.20042.3 nt One functionalit 29 y
Scripting Editor
CAB file
todg8.ocx
Version
Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8 Downloaded ext.cab xt.ocx Microsoft functionalit Program y Files
Historical Windows\ HRCtrl.cab hrctrl.dll Reports Downloaded Control Program Files
Nortel
Historical 6.0.0.6 Reports
If you install a release earlier than SU04, the SOAP 3.0 client is also required on the client PC. For more information about installing the client version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
Controls and your local security policy (Windows 2000 only) If the client PC runs on Windows 2000, your local settings of the security policy Unsigned non-driver installation behavior on the PC, determine if warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or if the required controls can be downloaded at all. Verifying your local security policy settings (Windows 2000 only) The following procedure is applicable only to Windows 2000. If your client PC runs any other operating system, the security policy does not affect the downloading of controls, and you need not perform this procedure.
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Click Start > Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
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4
In the right pane, scroll to Devices: Unsigned non-driver installation behavior.
5
Under the Security Setting column, verify the current setting for this policy. The possible values are:
Silently succeed—All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, one or more warning windows appear, in addition to those resulting from the settings you chose when configuring Internet Explorer.
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6
Do not allow installation You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
To change the setting that appears, right-click this policy, and select Security from the menu. Result: The Local Security Policy Setting dialog box appears.
7
From the Local policy setting list, select the new policy setting (select either Silently Succeed or Warn but allow installation, based on your preference).
8
Click OK to save your changes.
9
Close the Local Security Policy Setting dialog box.
Automatically downloading controls Nortel recommends that you configure Internet Explorer to enable or prompt when downloading signed ActiveX Controls (see“Configuring Internet Explorer 6.0 or later on the client PC” on page 269). When the browser is configured to enable when downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you are working. When the browser is configured to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. When this dialog box is displayed, Installation and Maintenance Guide
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you must choose to accept the control before the system downloads the control to the client PC. You are only prompted to accept the control the first time that the control is required by the Contact Center Manager Administration component in which you are working. For a list of the controls required by each component, see “Controls that are downloaded to the client PC” on page 1198. Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Once a user with administrator privileges successfully downloads the required controls to the client PC, users who are not members of the Power Users group or users who do not have administrator privileges can use all Contact Center Manager Administration components on the client PC to which they have access.
Viewing the list of installed controls To verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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On the General tab, under the Temporary Internet files heading, click Settings. Result: The Settings window appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers.
Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. Deleting controls You can delete any of the controls from the list of installed controls on the client PC. However, note that if Internet Explorer was using the control, you may need to close the browser and reopen it before you can delete the control.
Permissions on the client PC and downloading controls If your contact center security policy does not allow all users to log on to the client PCs with administrator privileges, the automatic download process for the Contact Center Manager Administration controls does not function. To install the required controls on the client PCs, perform one of the following options:
A user with administrator privileges can log on to each client PC, connect to the Contact Center Manager Administration server, and can
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automatically download all required controls by opening all applicable components and windows that require these controls.
For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel has bundled the required controls into a single file called ActiveX Controls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the PC. For more information, see “Running the ActiveX Controls.msi file from an SMS server” on page 1204. If you do not have an SMS server, a user with administrator privileges can launch the ActiveX Controls.msi file on each client PC individually to install all the required controls at once (without having to log on to Contact Center Manager Administration). For more information, see “Running the ActiveX Controls.msi file on each client PC” on page 1205.
Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Running the ActiveX Controls.msi file from an SMS server Because installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company guidelines to install the ActiveX Controls.msi file on the SMS clients in your network. In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows group policy. For details, see the documentation on the Microsoft Web site at www.microsoft.com. If you install Windows Vista on the client PCs, to push out the ActiveX Controls.msi file to client PCs using an SMS server or Group Policy, you need elevated administrator privileges.
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Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the SMS server with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
From the Contact Center Manager installation DVD, copy ActiveX Controls.msi to the desired directory on the SMS server.
5
Double-click ActiveX Controls.msi to run the installation and install the files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC Complete this procedure to install all required controls on each client PC individually. This procedure is useful if your company security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ActiveX Controls.msi file on each PC. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the client PC with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
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In the this directory, double-click ActiveX Controls.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the welcome window.
5
Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the files and the completed window appears.
7
Click Finish.
8
Perform this procedure on each client PC used to access the server and run Contact Center Manager Administration.
Downloading more recent versions of controls If required by Contact Center Manager Administration, Internet Explorer automatically downloads a more recent version of the control than the version that you originally installed. You can download more recent versions of the controls without adversely affecting Contact Center Manager Administration functionality. For information about viewing the version number of the controls installed on the client PC, see “Viewing the list of installed controls” on page 1202.
What is next? Upgrade Agent Desktop Display. For details, see Section E: “Upgrading agent workstations,” on page 1209.
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Section E: Upgrading agent workstations
In this section Step 42. Upgrade Agent Desktop Display on agent workstations
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Step 43. Configure active and standby servers for ADD (optional)
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Step 42. Upgrade Agent Desktop Display on agent workstations This section describes how to automatically upgrade Agent Desktop Display 4.5 client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent Desktop Display Agent Desktop Display Release 4.0 is incompatible with Contact Center Manager Administration. Therefore, you must first upgrade all client PCs to Agent Desktop Display 4.5. If you install a release earlier than SU04, you must also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is not required. You must complete the upgrade process manually on each client PC. For information about this procedure, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/SU05.
Automatically upgrading the Agent Desktop Display 4.5 client software Perform this procedure if you upgrade the Agent Desktop Display Release 4.5 software to Release 6.0. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC with Administrator privileges to upgrade Agent Desktop Display. This also applies if you upgrade the client portion of Agent Desktop Display on the Contact Center Manager Administration server. Ensure that the proxy settings are turned off before completing this procedure. Ensuring that the proxy settings are turned off 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings window appears.
3
Clear the checkbox next to Use a proxy server for your LAN.
4
Click OK.
5
Close all windows.
Automatically upgrading the Agent Desktop Display 4.5 client software 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
On the client PC, open Agent Desktop Display and connect to an Contact Center Manager Administration server running Contact Center Manager Administration.
3
Launch a tabular display. Result: A message box appears, asking if you want to upgrade to a newer version of Agent Desktop Display.
4
Click Yes. Result: The Choose Setup Language window appears.
5
From the list, choose the language in which to upgrade Agent Desktop Display. You can choose from English, French, German, Japanese, and Traditional Chinese. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. If the co-resident server contains only Contact Center Manager Server and Contact Center Manager Administration, it supports English, Japanese, and Traditional Chinese only.
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For more information about Agent Desktop Display and multiple language support, see “To configure multiple language support in Agent Desktop Display” on page 327. 6
Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Agent Desktop Display window.
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Click Next. Result: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Otherwise, the system copies the necessary files, and then installation begins. When the upgrade is complete, the InstallShield Wizard Completed window appears.
When you upgrade from a previous version of Agent Desktop Display, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. 8
Click Finish. Result: The system may prompt you to restart your system.
9
If required by your network security policy, turn your proxy settings back on after you upgrade Agent Desktop Display.
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Step 43. Configure active and standby servers for ADD (optional) If you have standby servers installed in your network, Agent Desktop Display 6.0 includes a new feature that you can use to configure the IP address or hostname of active and standby servers for Contact Center Manager Administration and Contact Center Manager Server. With this feature, agents can switch between active and standby servers as required by their network administrator. This simplifies the recovery procedures in the event of a failure on the active server requiring a cutover to a standby server. This procedure is optional.
Configuring active and standby servers for Agent Desktop Display 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
Click Start > Programs > Agent Desktop Displays > Server IP Addresses Configuration. Result: The Server Configuration dialog box appears.
3
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In the Contact Center Manager Administration: Active text box, type the IP address or hostname of the active Contact Center Manager Administration server. This field is required.
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4
In the Contact Center Manager Server: Active text box, type the IP address or hostname of the active Contact Center Manager Server. This field is required.
5
If you install a standby Contact Center Manager Administration server, in the Contact Center Manager Administration: Standby text box, type the IP address or hostname of the standby Contact Center Manager Administration server. This field is optional.
6
If you install a standby Contact Center Manager Server, in the Contact Center Manager Server: Standby text box, type the IP address or hostname of the standby Contact Center Manager Server. This field is optional. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. When you type the IP address of Contact Center Manager Server, if you install Agent Desktop Display on a Terminal Services/Citrix server, all agents who use Agent Desktop Display from this particular server must be configured on the same server in Contact Center Manager Server.
7
Click Save.
8
Close all windows to complete the procedure.
What is next If you use Symposium Call Center Server 5.0 administered by at least one Classic Client and you are plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. For more information, see Section F: “Migrate Classic Client,” on page 1217.
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Section F: Migrate Classic Client
In this section Overview
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Migrating Filters
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Migrating historical reports
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Migrating real-time displays
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Migrating graphical real-time displays (GRTD)
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Migrating agent-skillset and agent-supervisor scheduled assignments
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Migrating user types
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Migrating NCC routing table scheduled assignments
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Removing associated supervisors
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Overview This section describes how to migrate the following Classic Client data to Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic Client. The procedures in this chapter are required only if you use Symposium Call Center Server 5.0 administered by at least one Classic Client and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because Contact Center Manager Server 6.0 does not support Classic Client, if you use Classic Client to administer your Symposium Call Center Server, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. If you are a new user to Contact Center Manager Administration 6.0 and Contact Center Manager Server and have no Classic Clients in your network, you need not perform the procedures in this chapter.
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Migration Checklist Classic Client Migration checklist
✓
Read the documentation for performing a migration.
❏
Gather the materials required for the migration.
❏
Migrate data from Classic Client to Contact Center Manager Administration.
❏
Filters Migrate filters
Historical reports Locate scheduled reports
❏
Migrate or reimport reports
❏
Reschedule reports
❏
Delete reports from Classic Client
❏
Real-time displays Migrate real-time displays
❏
Graphical real-time displays Migrate graphical real-time displays
❏
❏
Agent-skillset and agent-supervisor scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
User types
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Migrate user types as required: desktop, desktop supervisor, desktop supervisor agent, supervisor, agent, supervisor agent
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❏
Network Control Center (NCC) routing table scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
Remove associated supervisors from Classic Client
❏
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Migrating Filters With the filters feature, you can select the sites and resources to be included in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Contact Center Manager Server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you define and save. You can use filters migrated from the Classic Client in Contact Center Manager Administration. While each of the Classic Client filters contains only one type of data – either skillsets, applications, route numbers, route names, Dialed Number Identification Service (DNIS) numbers, or DNIS names – you can add different types of data to these filters after you import them into Contact Center Manager Administration by using the filters tabs in Historical Reporting. With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters. Use the tool to:
retrieve the existing filter information from the Network Control Center master database (MDB). reformat and save filters in the Active Directory.
Migrating filters 1
Access the Filter Set Upgrade Tool at \\Nortel Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe. Only the administrator or the webadmin user can use this tool.
2
Input the path of the Network Control Center filter (database file) or click the browse button to search for the file.
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Select the appropriate file. Result: The Path of NCC Database field is populated.
4
Click Save Data. Result: The filter is now reformatted and saved to the Active Directory.
5
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Click Close.
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Migrating historical reports Historical reports are stored differently in Contact Center Manager Administration and Classic Client. Classic Client Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running Classic Client or on a network PC designated by supervisor stores and controls all schedules on the Symposium Call Center Server. These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration Contact Center Manager Administration:
stores all custom reports on the Contact Center Manager Administration server stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic Client to Contact Center Manager Administration. User-created reports User-created reports are customer report templates created with Crystal Reports and imported into Classic Client. User-created reports and their schedules can be migrated from the Classic Client if they were created using Crystal Reports software (version 9.0 or earlier). You can migrate the following types of usercreated reports: Historical, Configuration, and Parameterized reports. User-defined reports User-defined reports are user reports saved from the standard Classic Client reports, such as the Agent Performance report. Contact Center Manager Administration also provides the same set of standard reports. Migrating userdefined reports involves re-creating the report manually using the same standard template that exists on Contact Center Manager Administration, specifying the same criteria, and saving it. Installation and Maintenance Guide
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You cannot migrate user-created reports if they were created with any other ODBC or Structured Query Language (SQL) compliant writer. These reports must be recreated in Contact Center Manager Administration. If the user-created reports were created with an earlier version of Crystal Reports 9.0, test the reports for compatibility with Contact Center Manager Administration before deleting them in Classic Client. In Contact Center Manager Administration, historical reports can be shared using report groups. Consider using this feature as it can reduce the number of reports required to be imported. If your reports are scheduled reports, you must schedule each report in Contact Center Manager Administration and remove the schedule from the Symposium Server through the Classic Client. If the schedule is not removed from the Symposium Call Center Server, the report runs twice if the Classic Client is installed and the report listener is running. Migrating user-created reports To migrate user-created reports, you must complete the following tasks:
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1.
Create a shared directory on the client PC or on a network PC to store user-created templates for the users.
2.
On each Classic Client, find the user-created reports and note the path of the directory where each file is stored. For details about finding user-created reports, see “Finding user-created reports in Classic Client” on page 1225.
3.
Copy each .rpt file to the shared directory that you created.
4.
Log on to Contact Center Manager Administration and import each usercreated report. For details about importing reports, see “Importing usercreated reports into Contact Center Manager Administration” on page 1226.
5.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Scheduling reports” on page 1231.
6.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Contact Center Manager Administration
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Administration. For details, see “Deleting a report schedule from Classic Client” on page 1236. 7.
Delete the user-created report from the Symposium Call Center Server. For details, see “Deleting user-defined or user-created reports from Classic Client” on page 1237.
Migrating user-defined reports To migrate user-defined reports, you must complete the following tasks: 1.
On each Classic Client, find the user-defined reports and note the selection criteria for each report. For details about finding user-defined reports, see “Finding user-defined reports in Classic Client” on page 1230.
2.
Log on to Contact Center Manager Administration, find the corresponding standard report (for example, the Agent Performance report) and enter the same selection criteria for each report and save the report. For information, see “Defining user-defined reports in Contact Center Manager Administration” on page 1230.
3.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For information, see “Scheduling reports” on page 1231.
4.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For information, see “Deleting a report schedule from Classic Client” on page 1236.
5.
Delete the user-defined report from the Symposium Call Center Server. For information, “Deleting user-defined or user-created reports from Classic Client” on page 1237.
Finding user-created reports in Classic Client On each supervisor machine, perform the following steps: 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, check for any reports that are user-created by looking at the Types column.
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Right-click on each user-created report and note the path to the location where the file is stored.
Importing user-created reports into Contact Center Manager Administration 1
From the Contact Center Manager Administration Launchpad, click on Historical Reporting. Result: The Historical Reporting window appears.
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Select the Contact Center Manager Server from which you want to run the report (for example, the Ottawa server). Result: The server expands to reveal a choice between public, private, and any group folders created.
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On the menu, click Report > Import. Result: The Template Importing Wizard appears.
4
Click Next.
5
(Optional) Select the Synchronize report template from the network drive check box. If this box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user-created reports from the source network drive every time you modify the report using Crystal Reports on the network drive. This means if you modify your source report template on the network drive/PC, you do not need to import the report to the Contact Center Manager Administration server.
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To use this option, ensure the network PC is preconfigured to use it. For information, see the Contact Center Manager Administration Installation and Maintenance Guide or contact your administrator.
6
Enter the network path of the report template as follows: \\NetworkPC name\shared folder name\report templatename.rpt Result: The CCMA application saves the network path of the template (TemplatePath) and last modified date (LastModified) of the report template file. Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if report template is modified on the network drive after import).
7
Enter the template name.
8
From the Report is based on the following data list, select one of the following: Historical, Configuration, or Parameters. To import a historical report, enter the database alias. This is the database view name for the SQL query. Call-by-call reports take much longer to generate than do reports that collect other types of data.
9
Enter the timestamp field (if the timestamp field is not in the correct format, the report does not run).
10
Select the Report Data Range option. The choices are Interval, Daily, Weekly, and Monthly.
11
Click Next.
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Click Finish. Result: The report is added to the list in the Reports window. If you select the Configuration option, you need not specify an alias. To determine the alias of a database, open the report in Crystal Reports and choose Database > Set Alias. The Timestamp field is not required for a configuration report.
For more information about importing reports, see to the Contact Center Manager Administration online Help. Finding user-defined reports in Classic Client 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, look for any reports that are user defined.
5
Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration using the user logon name provided by your administrator.
2
Open the Historical Reporting component.
3
Click on the required Contact Center Manager Server.
4
Open up the equivalent standard report, and enter the same selection criteria.
5
Save the report as a private report or to a shared report group and schedule it.
Locating scheduled reports in Classic Client Because reports can be stored on individual PCs or on the network, it is important to locate the reports and make note of each report location or network path prior to migrating it. To see all of the current scheduled reports prior to migration, use Scheduler in Classic Client. This tool shows all currently scheduled reports. 1230
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1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed. Make note of the reports and their schedules for migration.
Scheduling reports For more information about scheduling reports, see the Contact Center Manager Supervisor’s Guide.
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Defining the report schedule 1
From the Time zone list, select the time zone in which you want to run or schedule your report. ATTENTION
2
The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see the Supervisor’s Reference Guide for Symposium Web Client 4.5. This document is posted on the Web site www.nortel.com.
In the Schedule area, clear the Not Scheduled check box. Result: The schedule boxes appear.
3
Select the check boxes that correspond to the type of data range you want. You can select or enter information in the following boxes. Schedule boxes available for Interval data range During the period from X to Y: Select to schedule an interval report to be generated at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, select this option to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the times in the boxes. On X at Y weekly: Select to generate an interval report on a particular day, at a particular time every week. For example, click this button to generate a report every Monday morning at 9:00 a.m. At X every day/specific days of the week/specific dates: Select to generate an interval report at a specific time every day, or on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month. Schedule boxes available for Daily data range
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At X today/every day/days of the week/specific dates: Specify the time at which you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday. Schedule boxes available for Weekly data range At X this week/every week: Specify the time and day at which you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday. At X on specific dates: Specify the time and dates on which you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month. Schedule boxes available for Monthly data range On the X in Y at Z: Select to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday every month at 12:00 p.m. On day X at Y: Select to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. On specific dates at X: Select to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m. 4
Continue with the procedure “Defining output options,” on page 1233.
Defining output options After you set up the report schedule, define the way the system generates it. You can specify whether you want to print the scheduled report when it is generated or save it as a file, or both. If you print the report, you can select the paper size. You can also specify one or more e-mail addresses to which the system can send notification that the report generated successfully, or that there were problems preventing the report from being generated. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure, enabling you to repair the problem and generate the report again.
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To print the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the output file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the computer must be within the same domain as the Contact Center Manager Administration server. To send a scheduled report to a printer, ensure that your administrator configures a default printer on the Contact Center Manager Administration server. If the administrator does not define a default printer, you can only send reports to a file. 1
Select the print check box or the output to file check box, or both.
2
To print the report:
3
from the Printer list, select the printer to which you want to print the scheduled report.
From the Paper Size list, select the appropriate paper size for the printed report.
To send the report to a file, in the Output box, type the path to the shared output folder. The path must have the format \\[computer name]\[shared folder name]\[file name], without the file extension. Example: To send the Agent Performance report, agent, to the shared folder, reports, on the Contact Center Manager Administration server, appsvr, in the Output box, type \\appsvr\reports\agent.
4
To save the report with a different name each time it is generated, select the Save file under different name each time check box. If you leave this check box clear, the system overwrites previously generated reports with the updated versions every time a report is generated.
5
From the Format list, select the export file format to use.
6
Select the Send notification e-mail to check box to receive notification from the system when the report was generated.
7
Enter one or more e-mail addresses in the box. You can type a maximum of 255 characters in the box with each e-mail address separated by a semicolon (;).
8
Click Submit. Result: The report is saved.
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Click Activate. Result: The report schedule is activated.
Activating a report You can activate a report schedule in two ways:
1
Click Activate in the Report Properties window after you schedule a new report and click Submit, or after you modify an existing report schedule and click Submit. Click Activate in the Scheduled Events window. For step-by-step instructions, see the following procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to activate.
3
Click Activate. Result: The report schedule is activated.
Deactivating a report You can deactivate a report schedule in two ways:
1
Click Deactivate in the Report Properties window when you view the properties of a scheduled report. Click Deactivate in the Scheduled Events window. For step-by-step instructions, see the following the procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to deactivate.
3
Click Deactivate. Result: The report schedule is deactivated.
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Deleting a report schedule from Classic Client 1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed.
5
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From within Scheduler, right-click the schedule.
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Select Delete. Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client You must delete scheduled assignments and running of reports from the Symposium Call Center Server through the Classic Client or the Server Utility before removing Classic Client to avoid schedule conflicts. From the system tree, select the report and choose Report > Delete. If the report schedule is active, you must deactivate it before you can delete the report.
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Migrating real-time displays This section describes how to migrate real-time displays from Classic Client to Contact Center Manager Administration. Classic Client—Stores custom real-time display formats on the PCs running Classic Client. Contact Center Manager Administration—Stores custom real-time display formats on the Contact Center Manager Administration server and requires that you recreate custom real-time displays in Contact Center Manager Administration. Contact Center Manager Administration supports public real-time displays. If many users use the same real-time display, it needs to be recreated once only as a public display format. Migrating real-time displays
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1
Log on to the server using the Classic Client.
2
Expand Reports & Displays.
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Double-click Real-Time Displays. Result: The Real-Time Displays window appears.
4
Under Display Type, note the type of each display.
5
Right-click on each display and select Properties. Result: The Real-Time Display Properties dialog box appears.
6
Under the General tab, note the Refresh Rate and the View Mode.
7
Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time display
formulas listed for each column in the Formula field
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configuration settings listed under Selected Column
8
Log on to Contact Center Manager Administration.
9
Select Real-Time Reporting on the Launchpad.
10
Select the required server in the server tree.
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Create new displays of the same type that you noted from Classic Client.
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12
On the Properties page for each display, configure the properties for the new display using the information from Classic Client.
13
On the Columns page for each display, configure the columns for the new display using the information from Classic Client.
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The mechanism to create displays in Classic Client differs from that in Contact Center Manager Administration. This can mean that you cannot recreate the displays in Contact Center Manager Administration exactly as they are configured in Classic Client.
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Migrating graphical real-time displays (GRTD) To migrate graphical real-time displays from Classic Client to Contact Center Manager Administration 6.0, note the configuration parameters for each graphical real-time display in Classic Client and then manually recreate the displays in Contact Center Manager Administration. Time charts are not available in Contact Center Manager Administration. You can create connections after the supervisor creates all their constituent displays.
Migrating application and skillset billboards Perform the following steps on each supervisor machine that has Graphical Real-Time displays installed. 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click the billboard that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties window appears.
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Click the Data Display tab. Result: The Data Display tab appears.
4
Note the Data Display parameters of this billboard.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this billboard, in particular, note the threshold parameters in this tab.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards, see the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For further information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset billboards that you want to migrate to Contact Center Manager Administration.
Migrating application and skillset charts 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the chart that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
3
Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this chart, in particular, note the chart type.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this chart, in particular, note the threshold parameters on this page.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards, see the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset charts that you want to migrate to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments Set up the schedules of agent-to-skillset and agent-to-supervisor assignments after migrating them from Classic Client to Contact Center Manager Administration. Classic Client:
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.
Contact Center Manager Administration:
Stores assignments in the Contact Center Manager Server (Symposium Call Center Server) database. Stores and controls schedules on Contact Center Manager Administration Contact Center Manager Administration server. Contact Center Manager Administration uses the Window Task Scheduler, which is part of the Contact Center Manager Administration server's operating system, to schedule assignments.
Open and schedule each assignment through the Contact Center Manager Administration component in Contact Center Manager Administration. After scheduling the assignment in Contact Center Manager Administration, delete the schedule from Classic Client. If you do not delete the schedule from Classic Client, the assignment runs twice. ATTENTION
Ensure that all the schedules are removed prior to upgrading to Contact Center Manager Administration.
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1
Log on to the server using the Classic Client.
2
Select Assignments. Contact Center Manager Administration
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Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
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Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
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5
Note the schedule information.
6
Log on to Contact Center Manager Administration.
7
Select Contact Center Management on the Launchpad.
8
From the View menu, select Assignments. Contact Center Manager Administration
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9
Select the server in the server tree.
10
Click on the Agent Skillset Assignments folder or Agent Supervisor Assignments folder.
11
Select an assignment.
Result: The schedule information is displayed in the Save/Schedule Assignments section.
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12
Enter the schedule data in the Save/Schedule Assignments section.
13
Click the Schedule button. Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
3
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
4
Right-click each assignment and select Edit Schedule. Result: The schedule information is displayed.
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5
Update the schedule to Not Scheduled.
6
Click Save.
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Migrating user types With Classic Client, you could create six types of users of which only the first three could access the Classic Client. Desktop user—Used to log on to Wallboard or third-party applications, can also be used to administer the Classic Client functionality depending on privileges. Desktop Supervisor user—A supervisor in the contact center, supervising agents. Also has access to the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Desktop Supervisor Agent user—A supervisor in the contact center, supervising agents and is also an agent. Also has access to log into the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Supervisor user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Agent user—Assigned to a skillset used to take calls within the contact center. Supervisor Agent user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Assigned to a skillset used to take calls within the contact center. The Classic Client is now replaced by the Server Utility. If you log on through the Server Utility, you see all six types of users. When migrating from Classic Client to Contact Center Manager Administration, you must perform the following tasks for each user type. Migrating Desktop users No action is required. The Desktop user type is available in Server Utility. Sysadmin can log on to the Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users This user type is no longer required in the Server Utility. Installation and Maintenance Guide
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1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users This user type is no longer required in the Server Utility. 1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Supervisor users No action is required.
Migrating Agent users No action is required.
Migrating Supervisor Agent users No action is required.
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Migrating NCC routing table scheduled assignments This section describes how to:
migrate scheduled assignments from Classic Client to Contact Center Manager Administration delete schedule assignments from Classic Client
Migrating scheduled assignments 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments. Result: The Table Routing Assignment list is displayed.
4
Right-click an assignment.
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Select Edit Schedule. Result: The schedule information for the assignment appears.
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6
If the Routing Table Assignment is scheduled, note the schedule information.
7
Log on to Contact Center Manager Administration.
8
Select Configuration Component on the Launchpad.
9
Select Network Control Center Server in the server tree.
10
Expand the Sites node by clicking the plus sign (+).
11
Select Assignments.
12
Expand Assignments by clicking the plus sign (+).
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Select each assignment. Result: Assignment information appears in the right-hand pane.
14
Enter the schedule information under Save/Schedule Routing Table Assignments using the information noted in Step 6.
15
Click Schedule. Result: Assignment is rescheduled.
16
Repeat for each Assignment.
Deleting assignments from Classic Client 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments.
4
Right-click each assignment.
5
Select Edit Schedule. Result: The schedule information for each assignment appears.
6
Update the schedule to Not Scheduled.
7
Click Save.
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Removing associated supervisors In Contact Center Manager Administration 6.0, the partitions feature replaces the Classic Client concept of associated supervisors. If you migrate from Classic Client to Contact Center Manager Administration, the associated supervisors may block a deletion of a supervisor. For this reason, Nortel recommends that you remove associated supervisors from Classic Client when migrating to Contact Center Manager Administration. If you do not perform this step, Contact Center Manager Administration removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client 1
Log on to the server using Classic Client.
2
Select User Administration.
3
Double-click Users. Result: A list of all users is displayed.
4
Right-click on the name of a user whose associated supervisors you want to remove.
5
Select Properties from the resulting menu. Result: The User Properties window appears.
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Select the Supervisor tab.
7
In the Associated Supervisors window, select all the listed supervisors.
8
Click Remove.
9
Click Save.
10
Close all windows to complete the procedure.
Contact Center Manager Administration
Chapter 11
Migrating CCMA 6.0 to a new server In this chapter Overview
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Section A: Before you begin the migration
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Section B: Prepare the source server for the migration
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Section C: Prepare the target server for the migration
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Section D: Restoring CCMA data to target server
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Section E: Postmigration tasks
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Overview To migrate your Contact Center Manager Administration 6.0 to a new server, you must perform the following tasks: 1.
Back up Contact Center Manager Administration data on the existing server (the source server)
2.
Install Contact Center Manager Administration on the new server (target server)
3.
Restore your Contact Center Manager Administration data from your source server backup file to the target server
ATTENTION
To migrate Contact Center Manager Administration to a new server, you must install the same version of Contact Center Manager Administration and the same Service Update as is installed on the source server.
Reasons for migrating your Contact Center Manager Administration data to a new server There are a few reasons why you may want to migrate your Contact Center Manager Administration to a new server:
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you purchase a new server your existing server fails and you need to restore to a new server. For further details about resiliency strategies for Contact Center Manager Administration, see Chapter 14, “Resiliency (backup, restore, and disaster recovery).”
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Section A: Before you begin the migration
In this section Step 1. Ensure target server meets all CCMA 6.0 requirements
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Step 2. Read relevant documentation for performing a new installation
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Step 1. Ensure target server meets all CCMA 6.0 requirements Before you migrate Contact Center Manager Administration Release 6.0 to a new server, ensure that the target application server meets all the minimum hardware and software requirements for Contact Center Manager Administration. For information about hardware and software requirements, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 2. Read relevant documentation for performing a new installation Before you begin the a migration to a new server, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Contact Center 6.0 Installer’s Roadmap and contains important information that you need when performing the installation. Before performing a migration to a new server, read installation addenda or updated customer documentation on the Nortel Web site at www.nortel.com, or the Partner Information Center Web site at www.nortel.com/pic.
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Section B: Prepare the source server for the migration
In this section Step 3. Perform a full backup of the source server
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Step 4. Back up the Nortel data files on the source server
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Step 5. Back up Real-Time Reporting and Emergency Help
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Step 3. Perform a full backup of the source server Before you perform the migration procedure or perform any significant upgrade of the application server, Nortel recommends that you make a complete backup of the Contact Center Manager Administration server, including the system state, using a proven third-party backup tool of your choice, or the Microsoft Windows Backup tool. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. Nortel recommends that you perform full backups during periods of low activity.
Performing a full backup of the source server If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For information about creating full backups of the application server, see Microsoft documentation or the documentation of the third-party backup tool of your choice.
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Step 4. Back up the Nortel data files on the source server After you perform a full backup of the source server (see Step 3. “Perform a full backup of the source server” on page 1272), create a backup of the individual Contact Center Manager Administration data files, including Active Directory Application Mode (ADAM, on the source server. Nortel recommends that you back up the individual Contact Center Manager Administration files in addition to performing a full backup of the source server as this creates a more manageable backup file containing only the data files that need to be restored to the target server. The data files that you must back up before performing the full platform migration procedure include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files must be restored on to the target server to complete the migration between servers. To back up these files, you can select one of the following options:
Option 1: Nortel Backup and Restore utility—Use the Nortel Backup and Restore utility. This utility provides an easy to use interface that you can use to schedule backups or perform a one-time backup of Nortel data files. For information, see “Option 1: Backing up data using the Nortel Backup and Restore utility” on page 1274. Option 2: Windows Backup Tool—Use the Windows Backup Tool to back up the Symposium Web Client data files. For information, see “Option 2: Backing up data files using the Microsoft Windows Backup Tool” on page 1281.
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Option 3: Third-party backup tool—There are several other third-party tools that can perform similar functions. Nortel has tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. For known issues and recommendations when backing up using Veritas Backup Exec 9.1, see “Option 3: Known issues when backing up data using Veritas Backup Exec 9.1” on page 1284.
Choose the backup method that is most appropriate for your organization. For information about each of the backup options, see “How to back up Contact Center Manager Administration data files” on page 1654. CAUTION Risk of loss of data .
Do not back up Microsoft ADAM files by manually copying files. If you back up ADAM files by manually copying files, ADAM does not function when restored on the target server.
Option 1: Backing up data using the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click Backup & Restore. Result: The Nortel Backup and Restore utility appears.
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Select the Backup tab. Result: The Backup window opens.
5
To save the backup file to a file location: a. Select the File option. b. Review the default location of the backup file, Restore.bkf. This is the file that the utility creates when you back up the Contact Center Manager Administration files. The file contains a snapshot of all Contact Center Manager Administration files that you back up. OR To change the default name or location of this file, click Browse and navigate to the location in which you want to store the file, and type a new file name, if desired. If the Contact Center Manager Administration server is in a domain, you can back up files to another server in that domain. To select a file location on another server in the domain, you must map a drive to that server and must have read/write privileges on that server. c. From the Archive Backup Files every list, select the number of backup files that you want to keep in the backup location. You can keep from 2 to 10 backups, or all backups. This provides you with the flexibility to retain only the most recent backups to save space in your backup location. For example, If you select 3 backups from the Archive
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Backup Files every list, the system retains only your most recent three backups in the backup location. OR To save the backup file to a tape drive: a. Select Tape. b. To determine the Media Pool name of the tape drive, click Start > Settings > Control Panel > Administrative Tools > Computer Management > Storage > Removable Storage > Media Pool > Backup. The Media Pool name is listed in Backup folder. c. In the Media Pool text box, type the Media Pool name of the tape drive. The Media Pool name must match the Media Pool name in the Backup folder. ATTENTION 6
Any tape in the media drive is overwritten.
Click Next. Result: The Schedule page appears.
7
Select one of the following backup schedule options:
Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)
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One Time Only (to schedule a one-time-only backup at a time in the future)
Run Now (to back up files immediately after you enter a valid username and password)
Result: Based on your selection, scheduling options appear below the schedule area.
8
Define the backup schedule, and then click Next. You can schedule a task only on the last day of the month that contains the least number of days. For example, if you want the backup to run every month, you can schedule it to occur on day 28 only. However, if you clear February, the last day of a monthly schedule is 30. If you clear April, June, September, and November, the last day of a monthly schedule is 31.
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Result: The User Account with Administrative Privileges page appears.
9
In the Username box, type a valid administrator username.
10
In the Password box, type a valid administrator password. You must enter a username and password that are configured with administrative privileges on the server to which you back up. If you enter an invalid username and password, a window appears prompting you to reenter a valid username and password. If this occurs, click OK and reenter a valid username and password.
11
If you select a backup location on another server in a domain, from the Domain list, select the domain. The default option is this computer (for example, the Contact Center Manager Administration server that you are logged on to).
12
Click Finish. Result: The system backs up the required files at the time you specified and stores the backup in the Restore.bkf file in the default location (or in the custom file name and location that you have chosen). For details about restoring the information in this file, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility,” on page 1491.
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Viewing and managing scheduled tasks in the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
In the window, click Backup & Restore. Result: The Nortel Backup And Restore utility appears.
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Select the View Scheduled Tasks tab. Result: A list of your scheduled tasks appears including the status and the next scheduled run time of each task.
5
Highlight a task.
6
To view the details of a task, click View Details. Result: A detailed log file of your task appears. OR To delete a task, click Delete Task. Result: A window appears asking you to confirm deletion of the task. Click Yes, and the task is deleted.
7
Click Close.
Option 2: Backing up data files using the Microsoft Windows Backup Tool Detailed steps and information about the Microsoft Windows Backup Tool is on the Microsoft Web site at www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
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Select the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup page appears with a tree structure in the left pane listing all directories and folders.
4
5
In the left pane, select check boxes for the following files and folders (where <x> is the drive on which you installed Contact Center Manager Administration):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCWdata
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device. If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you have no tape drive, or if your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk.
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To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 6
In Backup media or file name, if you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file. OR If you back up files and folders to a tape, choose the tape to use.
7
Click Start Backup. Result: The Backup Job Information window appears.
8
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
9
Close all windows to complete the procedure.
To schedule backups, you must ensure that you can use your backup tool to back up all these file types without requiring you to manually copy any of them. For more information about using the Windows Backup Tool or other backup strategies, consult the Microsoft documentation at www.microsoft.com.
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Option 3: Known issues when backing up data using Veritas Backup Exec 9.1 To back up the Contact Center Manager Administration data, you can use a third-party tool instead of the Nortel Backup and Restore utility or the Microsoft Windows Backup Tool. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. The information described here pertains to the Veritas Backup 9.1 software. ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you must note the following:
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The default installation of Veritas Backup Exec uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Contact Center Manager Administration Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see Contact Center
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Manager Administration Technical Requirements and Operating System Configuration Guide. For information about changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. To back up the Contact Center Manager Administration ADAM information with the Veritas Backup Exec tool, ensure that the ADAM service is running, and then select the Shadow Copy Components > User Data > Active Directory Application Mode > C:\Program Files\Microsoft ADAM\instance1\data where C:\Program Files\Microsoft ADAM\instance1\data is the instance that Symposium Web Client data uses. You must also back up all other directories detailed in the section “Option 2: Backing up data files using the Microsoft Windows Backup Tool” on page 1281.
For more information, consult the online Help on the Veritas Web site at www.veritas.com.
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Step 5. Back up Real-Time Reporting and Emergency Help There following two Contact Center Manager Administration configuration settings are stored in the Windows Registry:
Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) Emergency Help configuration settings
Because these settings do not change often and cannot be backed up using backup procedures, Nortel recommends that you note the Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) and the Emergency Help configuration settings whenever these settings change (for example, after installing or upgrading Contact Center Manager Administration). These settings must be manually reconfigured during a restoration process.
Backing up Real-Time Reporting and Emergency Help configurations 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
2
Select the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
4
Note all of the settings in the RTR Registry Settings dialog box.
5
Close the RTR Registry Settings dialog box.
6
In the left pane of the Configuration window, select the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
8
Note all of the settings in the Emergency Help Registry Settings dialog box.
9
Close all windows to complete the procedure.
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Section C: Prepare the target server for the migration
In this section Overview
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Step 6. Install and configure Windows Server 2003
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Step 7. Install IIS with SMTP and ASP.NET (optional)
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Step 8. Ensure the computer name and DNS host name match
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Step 9. Add the server to an existing domain
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Step 10. Check the bindings order on the server
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Step 11. Install your remote support access tool
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Step 12. Install Sybase Open Client version 12.5
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Step 13. Install the Crystal Enterprise 10 Embedded software
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Step 14. Install the product software
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Step 15. Apply the same Service Update as on the source server
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Step 16. Install required hot fixes for third-party software
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Step 17. Add the server to an existing domain (optional)
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Step 18. Configure IIS settings for Report Creation Wizard
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Step 19. Check Internet Information Services settings
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Step 20. Add the IUSR_SWC account as the anonymous user account
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Step 21. Configure License Manager Service
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Step 22. Configure Logon Warning message (optional)
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Step 23. Configure Real-Time Reporting
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Step 24. Configure Emergency Help
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Step 25. Configure SMTP and printers for Historical Reporting (optional) 1413 Step 26. Configure shared folders for Historical Reporting (optional) Installation and Maintenance Guide
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Step 27. Configure Scripting
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Step 28. Configure Agent Desktop Display parameters on the server
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Step 29. Change the iceAdmin user account password (optional)
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Step 30. Configure language support (other than English)
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Step 31. Install the XML Automated Assignments feature (optional)
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Step 32. Copy latest user guides to the CCMA server
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Step 33. Other postmigration tasks
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Overview To migrate Contact Center Manager Administration to a new server, you must perform a full installation of Contact Center Manager Administration on the target server. All preinstallation, installation, and postinstallation procedures for a new installation of Contact Center Manager Administration are documented in this section. You can also refer to Chapter 3, “Install the software on the primary server” for the same procedures.
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Step 6. Install and configure Windows Server 2003 Use the checklists in this section to install and configure Windows Server 2003 Enterprise or Standard Edition correctly for Contact Center Manager Administration. Nortel recommends that you do not upgrade your operating system on the Contact Center Manager Administration server to Windows 2003 from a previous version of Windows. For example, if your server has Windows NT or Windows 2000 installed, remove the drive partitions and reformat the hard drives on the server. Next, perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server using the “Windows Server 2003 installation checklist” on page 1294. Installing the operating system on a clean server eliminates the possibility of carrying over incorrect settings from the previous Windows installation. ATTENTION
Agent Desktop Display Release 4.0 is incompatible with Contact Center Manager Administration. Therefore, you must first upgrade all client PCs to Agent Desktop Display 4.5. If you install a release earlier than SU04, you must also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is not required. This upgrade process must be done manually on each client PC. For information about this procedure, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/ SU05. You cannot install a non-English version of the operating system over an English version. Remove the English operating system before proceeding with the non-English installation. The presence of two operating systems results in functionality problems in Contact Center Manager Administration.
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If you install Contact Center Manager Administration on a server co-resident with Contact Center Manager Server, you must follow the instructions in the Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server to install and configure the operating system. Do not complete the Windows 2003 installation checklist.
Domain group policies and the Contact Center Manager Administration server It is no longer necessary to install the Contact Center Manager Administration server as a primary domain controller. This change was made with the release of Symposium Web Client 4.5 SU03 for Windows 2003. For more information about domain group polices, refer to Chapter 16, “Working with domains and workgroups.”
To install Windows Server 2003 This information is not a comprehensive walk-through of the operating system installation process. For detailed information on Windows Server 2003 and how to install it, see the documentation that accompanies the Windows Server 2003 Enterprise Edition or Standard Edition installation CD. Nortel recommends that you do not upgrade your operating system on the application server to Windows 2003 from a previous version of Windows. For example, if your server has Windows NT or Windows 2000 installed, 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. Removing the previous operating system eliminates the possibility of carrying over incorrect settings from the previous Windows installation. To minimize the risk of postinstallation issues due to misconfiguration, Nortel recommends that you install the operating system from the original operating system CD-ROM, following the instructions in the following installation checklist. If you choose to install the operating system from a disk-cloned image, you must ensure that the image is taken from an installation for which all
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instructions in the following checklist were followed. Installations from a diskcloned image of the operating system, where the instructions in the checklist were not followed, can result in problems that are difficult to diagnose and can delay the commissioning of Contact Center Manager Administration. Windows Server 2003 installation checklist
✓
❑ Set up a partition on the Contact Center Manager Administration server with an NTFS file system on the partition that contains the Contact Center Manager Administration application. There are no specific guidelines or restrictions regarding the number or size of the server partitions for Contact Center Manager Administration. The person installing the software must determine the best hard disk configuration for the Contact Center Manager Administration server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition. ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows Server 2003 files to ❑ the hard drive. When the copy process is complete, the system restarts. Regional and Language Options window
❑
To view or change the system for your current geographical region, click Customize. You can add new languages and change the way dates and numbers appear. To view or change your system device settings (mouse, keyboard, monitor, and so on), click Details. ❑
Personalize Your Software window
Type your name and the name of your organization.
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Windows Server 2003 installation checklist
✓
Your Product License Key window
❑
Type the Windows product license key for your installation. Licensing Modes window
❑
Nortel recommends the following settings in this window:
Click Per Server.
Type 5* in the Concurrent Connections box.
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Windows Server 2003 installation checklist
✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator.
The computer name can be a unique name of 6-12 uppercase characters (A through Z), and any of the ten digits 0 through 9. First character must be alphabetical No other characters are allowed. For example, the name cannot include any underscores (_). Hyphens (-) are permitted in the computer name of stand-alone systems only. If you install a co-resident system (that is, Contact Center Manager Administration and Contact Center Manager Server) you cannot use hyphens in the computer name. The name cannot be the same as any other computer or domain name in the network.
2 Type the password for the Administrator account for this computer. You must use this password when the user name Administrator is used to log on to the computer on which Contact Center Manager Administration resides. WARNING
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you risk disrupting the operations of both Contact Center Manager Administration and Active Directory Application Mode because both applications require that the computer name be identified on the network. To prevent disruption on a Windows Server 2003 platform (either standalone or co-resident), if you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must reset the computer name in IIS. Additionally, if you install a release earlier than SU04, you must reset the Contact Center Manager Administration SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility.
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Windows Server 2003 installation checklist
✓
Date and Time Settings window
❑
Adjust as required. Installing Components window
❑
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you selected. After the installation is complete, the server restarts and you are prompted to log back on as the Administrator account you created. Manage Your Server window
❑
1 Click Add or remove a role. The Preliminary Steps window appears. 2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears. 3 Click Custom configuration, and then click Next. The Server Role window appears. 4 Click Add or Remove Programs. The Windows Components window appears. Go to the next step. Windows Components window
❑
Accept the default values in this window. 1 ASP.NET and IIS are subcomponents of the application server. Click Application Server and then click Details to select ASP.NET and IIS on the components list. 2 SMTP is a subcomponent of IIS and is not selected by default. Click Internet Information Services, and then click Details to select SMTP on the components list. 3 Under Subcomponents of IIS, ensure that World Wide Web Service is selected. 4 If you selected any values, click OK to return to the Windows Components window. 5 Click Next. 6 Click Cancel to return to Manage your Server.
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Windows Server 2003 installation checklist
✓
Install service packs and drivers
❑
Install service packs and drivers as required by your specific server. Set up subnets, gateways, and domain names
❑
Before you choose the domain name for the Contact Center Manager Administration server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can include only alphanumeric characters, including hyphens and periods, and cannot include underscores. You can add the server to an existing domain before or after you install Contact Center Manager Administration. 1 On the server, click Start > Control Panel > Network Connections > Local Area Connection. The Local Area Connection Properties window appears. 2 In This connection uses the following items, click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Do not use dynamic IP addressing. 3 Click Use the following IP address, and, in the IP address section, enter the IP address for the Contact Center Manager Administration server, the subnet mask, and default gateway that your company uses. 4 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 5 Click Advanced. The Advanced TCP/IP Settings window appears.
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✓
Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes (in order), and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Close.
Manually updating the HOSTS table If you cannot configure a Domain Name Service (DNS) server during the Windows installation, Contact Center Manager Administration cannot find the Contact Center Manager Server systems. In this case, you must manually update the HOSTS table. When you use server names to connect to a Contact Center Manager Administration server in TCP/IP networks, the server host name must be associated with an IP address. When the HOSTS table carries out this association, it is called host name resolution. The HOSTS table resolves host names to IP addresses on local computers.
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Manually updating the HOSTS table ATTENTION
Incorrectly modifying a host table on the Contact Center Manager Administration server can cause extensive network problems. Before you modify host tables, you must review the detailed information on HOSTS in the supporting documentation for Microsoft Windows Server 2003.
1
Browse to the sample HOSTS tables that are provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc
2
Double-click the HOSTS file and open the file with a text editor (for example Notepad) to modify the host tables. ATTENTION
You need not use host tables for name resolution if the names of the servers in Contact Center Manager Server and the NCC server names are registered on a DNS server.
Result: The HOSTS table appears in the text editor. The HOSTS table consists of a list of IP addresses followed by a computer name. A sample HOSTS table is provided in the following figure as a guideline, but is not intended to indicate exactly how the HOSTS tables are configured on the Contact Center Manager Administration server.
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At the end of the file, type the IP address and computer name of
each Contact Center Manager Server
each Network Control Center Server (NCCs)
Separate the two values by using the space or the tab key. HOSTS tables are case-sensitive. 4
Click File > Save to save your changes. After you edit and save the file, the system automatically reads your new settings. If you edit the sample HOSTS file, save the file without an extension so that the system recognizes your changes.
5
Close all windows to complete the procedure.
Applying security patches Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches.
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To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, system administrators or the contact centre administrator must fulfil this role. Compatibility of security patches with Contact Center Manager Administration When possible, Nortel incorporates the latest operating system security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that are in place. Finally, you must make a full system backup before patching the system. This lets you rollback the system to a previous state, if required. Nortel recommends that you follow the security guidelines for Contact Center Manager Administration, and refer to the latest Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List, available at www.nortel.com. If Contact Center Manager Administration does not function properly after you apply a Microsoft security patch, you must remove the patch and revert to the previous version of Contact Center Manager Administration (from the backup you made before applying the patch). For added security, always check to see if Nortel has verified the Microsoft patch for its compatibility with Contact Center Manager Administration.
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Step 7. Install IIS with SMTP and ASP.NET (optional) You must install Internet Information Services (IIS) on the application server before you install Contact Center Manager Administration. If you did not install the IIS component during the installation and configuration of Windows Server 2003, perform the following procedure now. If you installed IIS with SMTP and ASP.NET on the application server, you can proceed to Step 8. “Ensure the computer name and DNS host name match” on page 1306.
Installing Internet Information Services 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add/Remove Windows Components. Result: The Windows Components Wizard appears.
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Standard 10.15
Under Components, click Application Server, and then click Details. Result: The Application Server dialog box appears.
4
Under Subcomponents of Application Server, select the ASP.NET check box.
5
Under Subcomponents of Application Server, click Internet Information Services, and then click Details. Result: The Internet Information Services dialog box appears.
6
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Under Subcomponents of Internet Information Services (IIS), select the SMTP Service check box.
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7
Under Subcomponents of Internet Information Services (IIS), ensure that World Wide Web Service is selected.
8
Click OK. Result: The Internet Information Services dialog box closes.
9
Click OK until you return to the Windows Components Wizard.
10
Click Next. If you are prompted, insert your Windows Server 2003 installation disk.
11
Click Finish.
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Step 8. Ensure the computer name and DNS host name match You must ensure that your server computer name and DNS host name match exactly, including uppercase and lowercase letters. 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, after 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.
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Verifying that the computer name and DNS host name match 1
After you install the operating system, log on to the server as Administrator.
2
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears.
4
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Write down the full computer name exactly as it appears, including case. Ignore the period at the end of the Full computer name.
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Click Change. Result: The Computer Name Changes dialog box appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name dialog box appears.
7
Compare the NetBIOS computer name with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8
If the names match, close the windows you opened and continue with the configuration of your server. OR If the names do not match, write down the NetBIOS computer name exactly as it appears.
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Standard 10.15
Click Cancel. Result: The Computer Name Changes dialog box appears.
10
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 8.
11
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. 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. Go back to step 10. Result: The system prompts you to restart.
12
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
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13
Click Yes.
14
When the system restarts, log on to the server as Administrator.
15
To ensure the names match now, repeat the procedure.
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Step 9. Add the server to an existing domain You can add your Contact Center Manager Administration server to an existing Active Directory Application Mode domain. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some scenarios that require the application server to be added to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For more information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
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Restart the server when prompted to do so.
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Step 10. Check the bindings order on the server If you use a single network interface card for a co-resident installation, or if your Contact Center Manager Administration server is a separate server with only one network interface card, you can ignore this step and go directly to Step 11. “Install your remote support access tool” on page 1317. If the Contact Center Manager Administration server has more than one network interface card, you must configure the bindings order so that the Nortel server subnet network interface card comes first. Checking the bindings order on the server 1
On the server, click Start > Control Panel.
2
Double click Network Connections. Result: The Network Connections window appears.
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In the Advanced menu, choose Advanced Settings. Result: The Advanced Settings window appears.
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4
In the Connections box, ensure that the Nortel server subnet connection is listed first. If it is not first, adjust the order.
5
Click OK.
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Step 11. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on page 1319. If a previous version of pcAnywhere is installed on the Contact Center Manager Administration server, consult the Symantec Web site (www.symantec.com) to find out whether you must uninstall this version before installing pcAnywhere 11.5. Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection for Administration as the remote support tool for all PCs in their network. For information about enabling Microsoft Remote Desktop Connection for Administration, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 1331. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection for Administration) on the Contact Center Manager Administration server, not both.
Remote Access Services Remote Access Services (RAS) are supported in the following install configurations: Install configuration
RAS is supported
CCMA (stand-alone)
Yes
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Install configuration
RAS is supported
CCMS (stand-alone)
Yes
CCT (stand-alone)
No
CCMA and CCMS (co-resident)
Yes
CCMA, CCMS, and CCT (coresident)
No
RAS and co-residency If you install Contact Center Manager Server on a co-resident server, RAS is not enabled. Nortel recommends that you configure a Virtual Private Network (VPN) connection for the co-resident server. Connecting to the server through pcAnywhere over a VPN connection is supported on co-resident servers with all three applications installed—Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. If Communication Control Toolkit is included in the co-resident installation, in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server through a modem, problems occur due to a potential conflict when a modem driver coexists with Communication Control Toolkit drivers on the same server. One licensed copy of pcAnywhere version 11.5 Host Only is provided on the Contact Center Manager installation DVD. You can use this software license to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Installing pcAnywhere 11.5 Host Only The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. To install Contact Center Manager Administration on a stand-alone server, you must complete this procedure. To install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server only, you need not complete the procedures in this section as pcAnywhere is installed when you install Contact Center Manager Server. If you upgrade from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.5. CAUTION Risk of system failure .
Before you install pcAnywhere version 11.5, consult the driver manufacturer Web sites for available updates to ensure that the video drivers on the Contact Center Manager Administration server PC are current. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, see the pcAnywhere Web site at www.symantec.com.
1
Log on to the Contact Center Manager Administration server as Administrator.
2
Insert the pcAnywhere version 11.5 CD into the server.
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If autorun starts and you click Install, or if you double-click the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
3
Click Add or Remove Programs to open the Add or Remove Programs window.
4
Click Add New Programs.
5
Click CD or Floppy.
6
Click Next. Result: The program finds the setup.exe file on the CD.
7
Click Finish. Result: The pcAnywhere 11.5 launchpad appears.
8
Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
9
Click Next. Result: The License Agreement window appears.
10
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
11
Enter your username and company details, and then click Next. Result: The Destination Folder window appears.
12
Accept the default location to install the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
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Accept the defaults in this window, and then click Next. Nortel recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
14
Click Install. Result: The program installs the software. When it is finished, the LiveUpdate window appears.
15
Click Next. Result: The program installs any updates.
16
Click Finish. Result: A prompt appears asking you to register pcAnywhere.
17
Click Skip. Result: A prompt appears asking you to confirm your choice.
18
Click Yes.
19
Click Finish when the installation is complete.
Configuring the Active Desktop settings To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server. 1
Right-click anywhere on the server desktop.
2
On the menu, select Active Desktop. Result: Another menu appears.
3
On this menu, ensure that Show Web Content is not selected.
Starting pcAnywhere 11.5 or later for the first time 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere.
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If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked 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 then 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 PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, you can use the installation of pcAnywhere that was completed through the Contact Center Manager Server installation and you need not follow the instructions in this section. If, during the pcAnywhere configuration, you receive a message indicating that you do not have the rights to modify a setting or to create a new caller, use the following procedure to change the Windows User access rights for pcAnywhere files.
To change the Windows access rights for pcAnywhere files To change the Windows access rights for pcAnywhere files, you must browse to a hidden directory. Viewing hidden directories
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1
Open My Computer.
2
Choose Tools > Folder Options.
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3
Click the View tab.
4
Scroll down until you see Show Hidden Files and Folders, and select this option.
5
Click OK.
Changing the Windows access rights for pcAnywhere files 1
Exit pcAnywhere.
2
In Windows Explorer, navigate to the following folder: C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere where C is the drive on which pcAnywhere is installed.
3
Right-click the pcAnywhere folder icon. Result: A menu appears.
4
From the menu, click Properties. Result: The pcAnywhere Properties window appears.
5
Click the Security tab.
6
In the Name box, select Administrators.
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7
To grant administrators full access to the pcAnywhere folder, ensure that the Allow check box is selected for Full Control.
8
Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host If you use a modem connection with pcAnywhere, you must configure the modem before you perform this procedure. 1
Log on to the server as Administrator.
2
Click Start > All Programs > Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option. Result: The Hosts option on the pcAnywhere manager pane is selected.
4
Click the File menu, and then choose New > Item > Use Wizard. Result: The Host Setup Wizard window appears.
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5
From the Connection type for this host list, select your modem (if you use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6
From the Optimized for list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard window appears.
8
Ensure that Launch with Windows and Run minimized are selected, and leave all other default settings, as shown in the figure.
9
Click Next. Result: The following Wizard window appears.
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Accept the default values in this window, and then click Next. Result: The following Wizard window appears.
11
Click Add. Result: The Identification window appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you type NGenDist for the logon name, you can use the same NGenDist password that is used in Contact Center Manager Server, or you can use a password of your choice.
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15
Click OK.
16
Click Finish to close the wizard. Result: The Hosts window reappears with the new account selected.
17
In the Selected account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties. Result: The Host Properties: dialog box appears.
19
Click the Callers tab.
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Standard 10.15
In the Caller list, select the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties dialog box appears.
21
Click the Privileges tab.
22
Select the Superuser option.
23
Click OK to save your changes and close the Caller Properties dialog box. Result: The Host Properties window reappears with the account now listed according to its Login ID.
24
Click the Security Options tab.
25
In the Session options section, from the Keyboard/mouse active during session list, select Host and Remote.
26
In the Login options section, select Limit time to complete login check box and set the Timeout to 3.
27
Select the Limit login attempts per call check box and set the Maximum to 3.
28
Select the Encryption tab. Result: The Encryption page appears.
29
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In the Settings section, from the Level list, select None.
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Click the Conference tab. Result: The Conference page appears.
31
Select the Enable conferencing check box.
32
Select the Obtain IP address automatically option.
33
Click Apply to save your settings.
34
To assign a password to control who can modify the Network icon settings, complete the following steps; otherwise proceed to step 35. a. Select the Protect Item tab. Result: The Protect Item page appears. b. In the Password box, type a password.
ATTENTION
If you select the Required to modify properties check box on the Protect Item page, you must enter the password each time you change a setting. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings.
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Standard 10.15
Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
36
Optionally, repeat steps 4 to 35 to create another caller account of your choice (for example, NGenDesign). Tip: If you type NGenDesign for the logon name of the second caller account, you can use the same NGenDesign password that is used in Contact Center Manager Server, or you can use a password of your choice.
37
Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support access tool If you install pcAnywhere 11.5 on your server, you need not 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. For information, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 1331. Remote Network Connection Configuration Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center Manager Administration server (that is, a direct modem connection is not supported). To establish a TCP/IP network connection, you can install one of the following options: 1330
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Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection using a Remote Access Support (RAS) server
Enabling Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must log on to the system with administrator privileges. 1
On the server, click Start > Control Panel > System. Result: The System Properties Window appears.
2
Click the Remote tab.
3
On the Remote tab, select Enable Remote Desktop on this computer.
4
Click OK.
For information about using Microsoft Remote Desktop Connection for Administration, see Microsoft documentation at www.microsoft.com.
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Step 12. Install Sybase Open Client version 12.5 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is installed and you can skip this step. Likewise, you need not verify the version of Sybase that is installed, nor do you need to update the Sybase 12.5 Open Database Connectivity (ODBC) driver. In this case, you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. If you install Contact Center Manager Administration on a stand-alone server, you must install Sybase Open Client version 12.5 and update the Sybase 12.5 ODBC driver to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the Contact Center Manager Administration server. If Sybase version 12.0 is installed on the Contact Center Manager Administration server, you can upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the Contact Center Manager Administration server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For information, see “Updating the Sybase ODBC driver” on page 1339.
Verifying the version of Sybase Open Client If Sybase Open Client is installed on the server, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5:
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On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Click the Advanced tab.
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Standard 10.15
Click Environment Variables. Result: The Environment Variables dialog box appears.
4
In the System variables box, locate the Sybase software entries.
5
If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client version 12.5 is installed. Go to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. OR If you do not see a Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0, go to “Installing Sybase Open Client version 12.5 or upgrading from version 12.0” on page 1335.
Contact Center Manager Administration functions with Sybase Open Client 12.5 only. If the Contact Center Manager Administration server has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 1531.
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Installing Sybase Open Client version 12.5 or upgrading from version 12.0 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this procedure. Likewise, you need not upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. 1
Insert the Contact Center Manager installation DVD into the DVD-ROM drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Sybase, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Sybase folder, double-click the file setup.exe. Result: The Sybase Installation Type window appears.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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If you install the software for the first time, type a location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E in a folder called Sybase, type E:\Sybase. If you do not
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know this location, type a new location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
7
When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears and displays the components that the system will install.
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Click Next. Result: The Create Directory window appears and prompts you to confirm the name of the directory to which the files are copied.
9
Click Yes. Result: The Installing window appears and displays a status bar while the system installs the program.
10
If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase.DLL files. Click Yes when prompted to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation. If you choose to replace the optional Power Dynamo file, replace version 3.0.0 with version 3.5.2. If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.
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if a window with the following message appears: “COMCTL32.DLL - The system does not need this update.”, click OK Result: When the installation is complete, the Sybase Installer Confirmation window appears and prompts you to restart the system before configuring the installed components.
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Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears and confirms the Sybase installation. ATTENTION
Do not remove the Contact Center Manager installation DVD from the DVD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
12
Click OK.
13
Close the Control Panel window. Continue with the following procedure, ““Updating the Sybase ODBC driver” on page 1339.”
Updating the Sybase ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113.
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If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, the Sybase ODBC driver is up-to-date and you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. ATTENTION
Contact Center Manager Server uses the ODBC driver version 4.10.00.41. Nortel recommends that you do not install EBF11113 as part of the Contact Center Manager Administration installation as it overwrites the ODBC version used by Contact Center Manager Server and can impact operation of Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager Administration server and you upgrade Contact Center Manager Administration from one build to the next build, you must update the Sybase Open Client 12.5 ODBC driver before you upgrade the Contact Center Manager Administration software. For more information, see the instructions.txt file, which is located in the EBF11113 folder on the Contact Center Manager installation DVD. 1
On the Contact Center Manager Administration server, free up all active Sybase Open Client connections as follows: a. Close all Contact Center Manager Administration browser sessions. b. Stop any other third-party applications that run on the Contact Center Manager Administration server and that use Sybase Open Client.
2
On the Contact Center Manager Administration server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type cmd. c. Click OK. d. At the prompt, type iisreset. e. Press Enter. Result: The following screen appears.
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Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Contact Center Manager Administration DVD-ROM. For example, <x>: \CCMA (where <x> is the location of the DVD-ROM). b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver;<SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
On the Contact Center Manager Administration server, verify that the system successfully updated the driver as follows: a. Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. d. Click OK.
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If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to see if error messages were recorded during the xcopy command. Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll
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EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 16. “Install required hot fixes for third-party software” on page 1372.
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Step 13. Install the Crystal Enterprise 10 Embedded software To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You need not purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the CR10_EE folder, in the CCMA folder of the Contact Center Manager installation DVD. Contact Center Manager Administration
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In the CR10_EE folder, double-click setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information window appears.
7
Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type window appears.
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Select the Full option, and then click Next. Result: The Ready to Install the Application window appears.
9
Click Next. Result: The system begins installing the software and the following window appears.
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When the installation is finished, the Completed window appears.
11
Click Finish.
Installing the Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 16. “Install required hot fixes for third-party software” on page 1372.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the Crystal 10.0 Common Hotfix folder, in the CCMA folder of the Contact Center Manager installation DVD.
4
In the Crystal 10.0 Common Hotfix folder, double-click setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
10
Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
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Click Yes. Result: The InstallShield Wizard Complete window appears.
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Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for third-party software” on page 1372.
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Step 14. Install the product software Before you begin the procedures in this step you must complete the following tasks:
Read the Contact Center Planning and Engineering Guide. This guide contains important information about the Contact Center 6.0 data network and how the components of the suite work together. Read and complete the procedures in the Contact Center Installer’s Roadmap. This guide contains important information about the information that you need to collect about your network system to complete the Contact Center Manager Administration installation. Read and complete the procedures in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. This guide contains important information about server software and hardware requirements, and includes procedures for installing and configuring Windows Server 2003 on the application server. Verify that Internet Information Services (IIS) is installed before you install Contact Center Manager Administration. To do this, click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, IIS was successfully installed. If IIS does not appear, then you must ensure that it is correctly installed before you proceed with the Contact Center Manager Administration installation. For more information about installing IIS, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.
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You must have administrator privileges in Windows Server 2003 to install Contact Center Manager Administration on the Contact Center Manager Administration server. ATTENTION
Note the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must always use the same Administrator account to install or uninstall Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you attempt to install or uninstall Contact Center Manager Administration, future Service Updates, Service Update Supplements, or designer fixes and patches using a different Administrator account, the installation or uninstallation fails.
Installing Contact Center Manager Administration 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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Insert the Contact Center Manager installation DVD in the DVD-ROM drive. Result: The Contact Center Manager DVD installer main menu appears.
3
Select Contact Center Manager Administration from the components list.
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Click Install Result: The DVD Installer main menu disappears. The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, then the installation continues.The Contact Center Manager Administration Setup Wizard window appears.
5
Click Next. Result: The replication selection window appears. In this window, you must choose whether you want to enable replication.
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Click No. Result: The Customer Information window appears.
7
In the User Name box, type your name.
8
In the Organization box, type your company name.
9
To set up access restrictions for this Contact Center Manager Administration installation, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to also be able to log on to Contact Center Manager Administration.
ATTENTION
Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to be able to log on to Contact Center Manager Administration.
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Click Next. Result: The Simple Object Access Protocol (SOAP) Configuration Parameters window appears.
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If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, then you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), type this name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name. Contact Center Manager Administration
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If the client PCs that are used to access the Contact Center Manager Administration server are located outside the server domain, you must type the fully qualified domain name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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Click Next. Result: If you perform an installation without replication, the Port Configuration for ADAM window appears. ATTENTION
If you perform an installation with replication enabled, the Web Site Type window appears and you must proceed directly to the result in step 34.
Based on the server configuration, the default values in the Port Configuration for ADAM window vary, as follows:
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Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting these default value in the Port Configuration for ADAM window, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type window appears.
15
To install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, click Default and proceed to step 18. ATTENTION
For optimum performance, Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration.
or To install Contact Center Manager Administration as a virtual directory on an existing Web site, click Existing. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 16
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name.
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To change the name, type a new name. Do not use an underscore (_) in the virtual directory name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
18
Click Next. Result: The Destination Folder window appears.
19
Review the default destination folder. To change the folder location, click Change and select a different location. OR
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To accept the default folder location, click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Contact Center Manager Administration. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Contact Center Manager Administration installation until you install all required software.
Result: The Installing Contact Center Manager Administration progress window appears.
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 21
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After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the Contact Center Manager Administration
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iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality. You are required to type the old password only if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is unavailable.
22
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 29. “Change the iceAdmin user account password (optional)” on page 1459.
23
In the Confirm Password box, type the password again.
24
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.
25
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 19. OR
26
To export scheduled reports to a domain network PC, click Domain Account. You can use the domain account setup function of the iceAdmin
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Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
27
From the Select Domain Name list, select the domain to add.
28
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
29
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.
30
In the Confirm Domain Account Password box, retype the domain account password.
31
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and registers the new password. After the system installs Active Directory Application Mode (ADAM), the Crystal Reports templates and Server Simple Object Access Protocol (SOAP) templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
If the window does not appear, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required SOAP files. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
34
Click Finish to exit the setup wizard. If you install an installation with replication, this instance of ADAM has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer. Contact Center Manager Administration
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Step 15. Apply the same Service Update as on the source server To migrate Contact Center Manager Administration to a new server, you must install the same version of Contact Center Manager Administration and the same Service Update and Service Update Supplement that are installed on the source server.
Applying the same Service Update or Service Update Supplement as on the source server ATTENTION
When you install the latest Service Update, note the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed.
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To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the same Service Update or Service Update Supplement as on the source server 1
Log on to the application server using the administrator account. If you have multiple administrator accounts, note the administrator account used here for future reference. You must always use the same administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the ESPL Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Download the same Service Update as is on the source server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates are packaged as self extracting executable files.
4
Download the same Service Update Supplement as is on the source server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates Supplements are packaged as self extracting executable files.
5
Extract the contents of the executable file to the location of your choice by running the executable file.
6
Extract the contents of the .zip file(s) to the location of your choice.
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Double-click the Service Update .msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
8
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 10. The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: When the system installs the patch, the completed window appears. 11
Click Finish. Result: The patch installation is now complete.
12
If the system prompts you to restart the Contact Center Manager Administration server for the update to take effect, click Yes.
13
Repeat steps 6-12 to install other Service Update Supplements and Service Updates that correspond to those installed on the source server.
14
After all you install all of the SUs and SUSs, close all windows and restart the server.
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Step 16. Install required hot fixes for thirdparty software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the administrator account. If you have multiple administrator accounts, note the administrator account used here for future reference. You must always use the same administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,:\ Supplementary SU\ CCMA\ Hot Fixes on the Contact Center Manager installation DVD.
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you check for hot fixes issued since the release of the installation DVD. Hot fixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Step 17. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If you added your Contact Center Manager Administration server to an existing domain or if you do not want to add your server to an existing domain, you can proceed to Step 18. “Configure IIS settings for Report Creation Wizard” on page 1377. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some specific scenarios that require the Contact Center Manager Administration server to be added to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For more information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, refer to Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes dialog box, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: The Computer Name Changes dialog box appears.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
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Restart the server when prompted to do so.
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Step 18. Configure IIS settings for Report Creation Wizard The task is required for Report Creation Wizard to function.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to (local computer) in the left pane. Result: The folder expands.
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Right-click on the RCW folder and click Properties. Result: The RCW Properties window appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to (local computer). Result: The folder expands.
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
; 13
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Close all windows to complete the procedure.
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Step 19. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 20. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure includes the following tasks:
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1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC dialog box appears.
6
In the New password box, type the new password for this account. Note the password that you type because you require it again in Step 21.
7
In the Confirm password box, retype the new password.
8
Click OK. Result: A window appears confirming that the password was set.
9
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
10
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
12
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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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.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
16
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 lower portion of the window.
20
Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
21
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password dialog box appears.
23
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
24
Click OK to save your changes.
25
Close all windows.
26
To complete the procedure, run iisreset. Click Start > Run.
27
In the Open box, type iisreset.
28
Click OK.
29
Close all windows to complete the procedure.
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Step 21. Configure License Manager Service Use the License Manager Service – Configuration Setup utility:
to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server to log the debug trace for the License Manager Service events
On a stand-alone server, you must configure the License Manager Service after you install Contact Center Manager Administration for the Report Creation Wizard component to function. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address and port number are already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service – Configuration Setup window appears.
5
In the Primary Server’s IP Address boxes, type the Primary LM Server IP address.
6
In the Primary Server’s Port box, type the Primary LM Server port number. For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only.
7
In the Standby Server’s IP Address boxes, type the Standby LM Server IP address (optional, if available).
8
In the Standby Server’s Port box, type the Standby LM Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only. The LM Service log file (LMService.log) location is displayed. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug, in the LM Service Log size box, type the log file size. Note: Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service restarted.
14
Click OK.
15
Close all windows to complete the procedure.
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Step 22. Configure Logon Warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is turned on in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your Administrator to change the logon warning message. If you do not want to configure a log-in warning message, proceed to Step 23. “Configure Real-Time Reporting” on page 1403.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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9
In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon window appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
14
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For details, see “Configuring your logon warning message title and text,” on page 1398.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 23. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure the following IP multicast addresses:
Contact Center Manager Administration server receiving IP multicast address—This is the address Contact Center Manager Administration uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server. Contact Center Manager Administration server sending IP multicast address—This is the address Contact Center Manager Administration uses to send multicast data.
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Contact Center Manager Server uses to send data must be configured on Contact Center Manager Server. This address is listed in the IP Multicast Group box. For information, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you may do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network. 1404
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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2
In the left pane, under Applications, click Real-time Reporting.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties dialog box appears.
4
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The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration. The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
5
If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
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For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR
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If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An
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error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the client indicating that the connection is not allowed. For information about entering the appropriate value, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
11
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service successfully restarts.
12
Close all windows to complete the procedure.
ATTENTION
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Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 24. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, you must ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server. Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
2
In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
5
In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs.
6
Click the Restart Emergency Help Service check box.
7
Click OK. Result: The system restarts Emergency Help.
8
Close all windows to complete the procedure.
ATTENTION
1412
Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after you install or upgrade Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 25. Configure SMTP and printers for Historical Reporting (optional) The step documents the procedures for the following tasks: 1.
Configuring SMTP for Historical Reporting—This task is required to send an e-mail notification to report recipients when the Historical Report component generates a scheduled report.
2.
Configuring printers for Historical Reporting—This task is required to print scheduled historical reports to a network printer.
Configuring SMTP for Historical Reporting When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure an SMTP server on the Contact Center Manager Administration server. To use SMTP, you must install Internet Information Services (IIS) and Microsoft Active Directory Application Mode on the Contact Center Manager Administration server. Verifying that an SMTP server is installed 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside (Local computer). Result: If one of the branches that appears on the Contact Center Manager Administration server tree is Default SMTP Virtual Server, then an SMTP server is installed.
After you verify that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting. Installation and Maintenance Guide
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If an SMTP server is not installed, consult the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide for the procedures to install an SMTP server. Configuring the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Contact Center Manager Administration sends e-mail notifications. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
In the left pane, click the plus sign (+) beside (local computer). Result: The folder expands.
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the menu. Result: The Default SMTP Virtual Server Properties window appears.
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Click the Delivery tab. Result: The Delivery page appears.
5
Click Advanced. Result: The Advanced Delivery dialog box appears.
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In the Fully qualified domain name box, type the domain name of the Contact Center Manager Administration server:.<domain name>.com Example: pcbox123.softwarehouse.com Domain names can only include alphanumeric characters, including hyphens (-) and periods (.) and cannot include underscores (_).
7
Click Check DNS to validate the name of the Domain Name Service (DNS), and then click OK.
8
In the Smart host box, type the host name of the Microsoft Exchange server. The smart host name must be the name of a valid mail server. Check the properties of your Microsoft exchange server to find the Smart Host name, or contact your System Administrator.
9
Select the Attempt direct delivery before sending to smart host check box.
10
Select the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery dialog box.
12
Click the Access tab.
13
Click Authentication.
14
Clear the Basic authentication check box.
15
Select the Anonymous Access check box.
16
Click OK to close the Authentication window.
17
Click Connection. Result: The Connection window appears.
18
Click All except the list below.
19
Click OK.
20
To track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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21
Click the Messages tab.
22
Ensure that all check boxes are selected.
23
In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
24
Click OK to close the Default SMTP Virtual Server Properties window.
Configure printers for Historical Reporting When you schedule Contact Center Manager Administration to generate historical reports, you must configure a printer to print the scheduled historical reports. Before you set up default printers, you must:
have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, select one of the following options:
Option 1: Configure the CCMA server to point to a network printer Option 2: Configure a default network printer that uses the Contact Center Manager Administration server as the print server Option 3: Configure a network shared printer connected to a print server other than the Contact Center Manager Administration server
Procedures for each of these options are documented in this section. Choose the option that is most appropriate for your organization. You can set up as many printers as your operating system supports. However, only five scheduled reports are processed simultaneously. The remaining scheduled reports wait in queue and get processed on a first-in, first-out basis. This is done to provide higher priority to the ad hoc reports. You can use any of these printers to print reports and scripts, provided that they are configured according to one of the following procedures.
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Option 1: Configuring a network printer on the Contact Center Manager Administration server In this procedure, you configure a network printer on the Contact Center Manager Administration server so you can print ad hoc and scheduled historical reports and scripts to a network printer. To do this, you must configure an LPT port on the Contact Center Manager Administration server to use the network printer; and then add a local printer on this same LPT port on the Contact Center Manager Administration server. 1
Log on to the Contact Center Manager Administration server as Administrator,
2
Click Start > Run.
3
In the Open box, type cmd to open an MS-DOS prompt.
4
At the prompt, type net use <port> [\\<print server name>\<printer share name>] / USER:<print server name>\Administrator /PERSISTENT:YES For example, if the port is LPT1, the print server name is printserv, the printer share name is HPLaser4, type the following command: net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /PERSISTENT:YES The printer share name is case-sensitive.
5
Press Enter. Result: A message appears, telling you that the password for the printer is invalid, and asking you to type the password.
6
At the prompt, type the administrator password for the server to which the printer is attached.
7
Press Enter. Result: If you entered the correct values, the following message appears: “The command completed successfully.”
8
On the Contact Center Manager Administration server, set up a local printer for the same LPT port used in the preceding steps. (In this example, LPT1 is used.) Click Start >Printers and Faxes. Result: The Printers and Faxes window appears.
9
Double-click the Add Printer icon. Result: The Add Printer window appears.
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Click Next. Result: The Local or Network Printer window appears.
11
Accept the default so that Local Printer is selected.
12
Clear the Automatically detect and install my Plug and Play printer check box.
13
Click Next. Result: The Select the Printer Port window appears.
14
Click Use the following port, and then, from the list of ports, select the port you typed in step 4.
15
Click Next. Result: The Add Printer Wizard window appears.
16
In the Manufacturer and Printers boxes, select the appropriate information for your printer.
17
Click Next. Result: The Use Existing Driver window appears.
18
Choose the appropriate option in the Do you want to keep the existing driver or use the new one? dialog box.
19
Click Next. Result: The Name Your Printer window appears.
20
In the Printer name box, type the name of your printer.
21
Under the question, Do you want to use this printer as the default printer?, click Yes.
22
Click Next. Result: The Printer Sharing window appears.
23
Click Do not share this printer, and then click Next. Result: The Print Test Page window appears.
24
Click No, and then click Next. Result: The Completing the Add Printer Wizard window appears.
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Click Finish. Result: The network printer is now configured as the default printer on the Contact Center Manager Administration server. Every time you need to reboot the Contact Center Manager Administration server, the system prompts you to reconnect the share connection to this network printer. At the prompt, type the administrator password for the server on which the printer is configured (the same password you typed in step 5).
Deleting the connection to the default network printer
If you no longer need to print reports or scripts to the default network printer, you can delete the shared LPT port used for this connection on the Contact Center Manager Administration server. 1
To verify which LPT port is used for the default network printer connection, while logged on to the Contact Center Manager Administration server as administrator, click Start > Run.
2
In the Open box, type cmd to open an MS-DOS prompt.
3
At the prompt, type net use, and then press Enter. Result: The system lists the shared resources on the server.
4
From the list of shared resources, locate the LPT port used for the default network printer connection.
5
To delete the share connection for this port, at the MS-DOS prompt, type net use <port name> /delete where <port name> is the port used for the default network printer connection (for example, if your port is LPT1, type net use lpt1 /delete).
6
Press Enter. Result: The following message appears: “<port name> was deleted successfully.”
Option 2: Configuring a default network printer that uses the Contact Center Manager Administration server as the print server The following procedure describes how to set up a network printer that uses the Contact Center Manager Administration server as the print server.
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If you require additional information about adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your contact center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration. The following procedure is valid for network printers that have a standard TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select a Printer Port window appears.
7
Select Create a new port.
8
From the Type of port list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard window appears.
11
Click Next. Result: The Add Port window appears.
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In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
13
Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
14
Click Finish. Result: The Install Printer Software window appears.
15
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
16
Click Next. Result: The Name Your Printer window appears.
17
Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing Window appears.
18
Accept the default with Share name selected.
19
Click Next. Result: The Location and Comment window appears.
20
Type information in the Location box and Comment box (optional).
21
Click Next. Result: The Print Test Page window appears.
22
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
23
Click Finish.
Option 3: Setting up a network shared printer connected to a print server other than the Contact Center Manager Administration server The following procedure describes how to set up a default network printer that is connected to a print server other than the Contact Center Manager Administration server (for example, a UNIX server).
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If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the Contact Center Manager Administration server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the Contact Center Manager Administration server. You can install this utility from the Windows Server 2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/Remove Windows Components > Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Click Create a new port.
8
From the Type list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
10
In the Name or address of server providing lpd box, type the Domain Name Service (DNS) name or IP address of the print server.
11
In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
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12
Click OK to close the window and return to the wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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Step 26. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled reports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create this shared folder, select one of the following options: Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports. Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. That is, if the Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you call the report agent, type \\appsrvr\reports\agent in the Output box. Scheduled reports use the local administrator account named iceAdmin or the domain account set up by the administrator in the iceAdmin Password Change Utility to run, print and export the scheduled report.
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read and delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read and delete access for each applicable user). For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC:
1
Contact Center Manager Administration Server Configuration
Scheduled Report Account (using iceAdmin Password Steps required to export scheduled Change Utility) report to client PC
CCMA on a workgroup
iceAdmin
OR
2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
CCMA on a network domain 2
CCMA on a network domain
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server.
Domain account
1 The destination client PC must be on the (that is, the CCMA same domain as the CCMA server. server is set up for 2 Grant Change and Read permissions to Domain account the CCMA scheduled report domain for Scheduled account on the export folder of the Reports) destination PC.
You can export scheduled reports to client PCs that are within the same domain as the Contact Center Manager Administration server only.
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To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When iceAdmin password is changed on the Contact Center Manager Administration server by the administrator, the iceAdmin password must also be changed to the same password, as defined on the Contact Center Manager Administration server, on the client PC.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\\<shared folder name>\, without the file extension. Alternatively, you can use the Browse button to select your shared folder for export file.
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For example, to export the Agent Performance report to a shared folder on the client PC, where the client PC computer name is clientpc, the shared folder name is reports, and the report is agent, type \\clientpc\reports\agent in the Output box. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration. In this window, when you click Submit, the system synchronizes the changes that you make to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this can be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Installation and Maintenance Guide
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Before you can use the report synchronization feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list.
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, then the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 1431. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, then the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security account of the server default Web site to the network domain account” on page 1440. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain),” on page 1440.
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Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For information, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1431. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For information, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server)” on page 1435.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC 1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Allow check box for Read. Ensure that all other check boxes are clear.
9
Click Apply.
10
Click OK. Result: The Properties dialog box reappears.
11
Click OK to save your changes and close the Properties window.
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
16
Clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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1
On the network PC, create a folder to store your user-created report templates.
2
You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those that are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools >Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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12
Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User dialog box. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the network PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
17
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
Select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
23
Click Find Now. Result: A series of users appears.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
25
Click OK. Result: The account appears at the top of the Permissions dialog box.
26
Select IUSR_SWC at the top of the Permissions dialog box, and then ensure that the Allow check box is selected for Read.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the Properties dialog box.
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 1431.
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1
Obtain the network domain account name from your System Administrator.
2
First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management. Contact Center Manager Administration
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3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double-click Backup Operators.
6
Click Add.
7
Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
8
Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
9
You must now set up the Internet Information Services (IIS) security account. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
10
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
13
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
15
Click Browse. Result: The Select User dialog box appears.
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Click Advanced. Result: The Select User dialog box expands.
17
Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
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 network domain account, and then click OK. Result: The Select User dialog box reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods dialog box reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password dialog box appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
25
Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK.
30
You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
Create a shared network folder To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1431. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read
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permissions for the domain/directory security account used for Contact Center Manager Administration server” on page 1449. Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC To perform this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1440, before you begin this procedure. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone, and then select the Allow check box for Read. All other check boxes should be clear.
8
Click Apply.
9
Click OK. Result: The Properties dialog box reappears.
10
Click OK to save your changes and close the Properties dialog box.
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
12
In the left pane, click the Local Users and Groups heading.
13
Double click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
15
On the General page, clear the Account is disabled check box, and then click OK.
16
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1440, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you only synchronize the imported report template when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The Properties dialog box appears.
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
11
Click Find Now. Result: A series of users appears.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears at the top of the Permissions dialog box.
14
Select the account, and then ensure that the Allow check box is selected for Read.
15
Click OK.
16
Click OK to save your changes and close the Properties dialog box.
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Step 27. Configure Scripting To print scripts from the Scripting component, you must ensure that there is a default printer configured on the client PC.
To set up a default printer for Scripting To print scripts while using the Scripting component, you must first configure a default printer on the client PC. For detailed information about this procedure, see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC To export script files to a client PC, you must have the correct access privileges to save files to the client PC. For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information about creating and mapping folders, see your Microsoft documentation.
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Step 28. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also install and configure the Real-Time Reporting component on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see Step 23. “Configure Real-Time Reporting” on page 1403. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
7
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
8
In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
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Click Save.
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Step 29. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed directly to Step 30. “Configure language support (other than English)” on page 1463. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
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Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you perform this procedure. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change dialog box appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again. 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 do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 9. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears.
You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator. 9
From the Select Domain Name list, select the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 30. Configure language support (other than English) If you work in English only across all platforms, you can proceed directly to Step 31. “Install the XML Automated Assignments feature (optional)” on page 1483. If you want your Contact Center Manager Administration to support languages other than English, you must configure language support by following the procedures in this section. Contact Center Manager Administration supports two levels of language support:
Solely internationalized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are in English, but you have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone. International and Localized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are translated into one of four supported languages (French, German, Traditional Chinese, Japanese). You also have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone.
To configure Contact Center Manager Administration to work in a solely internationalized environment (other than English), you must complete the following tasks: 1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see “Language families and compatibility” on page 1467.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “To edit the locales.dat file” on page 1469.
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3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 1471.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 1473.
To configure Contact Center Manager Administration to work in an international and localized environment (other than English), you must complete the following tasks:
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1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see “Language families and compatibility” on page 1467.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “To edit the locales.dat file” on page 1469.
3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 1471.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 1473.
5.
Prepare the Contact Center Manager Administration server for installing the language pack. For details, see “Prepare the server for installing a language pack” on page 1473.
6.
Install the language pack on the Contact Center Manager Administration server. For details, see “To install a language pack” on page 1474.
7.
Change the language preferences in Internet Explorer for the Contact Center Manager Administration server (only of you use the Contact Center
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Manager Administration server as a client PC). For details, “Setting the language preferences in Internet Explorer,” on page 1479. ATTENTION
When installing and configuring the software on the Contact Center Manager Administration server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the Contact Center Manager Administration server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Contact Center Manager Administration.
Using Contact Center Manager Administration in an international and localized environment (other than English) If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Latin 1 language family and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Japanese language family and you install the Japanese language pack on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in Japanese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 1467. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Traditional Chinese language family and you install the Traditional Chinese language pack on the Contact Center Manager Administration server, users in Installation and Maintenance Guide
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the same contact center can view Contact Center Manager Administration in Traditional Chinese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 1467.
Co-resident servers If your Contact Center Manager Administration is co-resident with other Contact Center 6.0 applications, certain limitations apply with respect to working in languages other than English. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server and Communication Control Toolkit, Contact Center Manager Administration does not support French, German, Traditional Chinese, or Japanese Windows operating systems. Contact Center Manager Administration only English operating systems only. On co-resident servers that contain Contact Center Manager Server and Contact Center Manager Administration, the only supported language versions of the Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German Windows operating systems. Contact Center Manager Administration supports English, Traditional Chinese, and Japanese Windows operating systems only.
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Language families and compatibility For Contact Center Manager Administration to function properly, the language family of the operating systems must be the same across all platforms in the network—the Contact Center Manager Administration server, client PCs, and Contact Center Manager Server. That is, the operating systems of each of the platforms are only compatible if the languages versions of the operating systems belong to the same language family. There are three language families that Contact Center Manager Administration recognizes:
Latin 1 Includes all the Western European languages that use the Latin 1 character set (including English, French, German) Traditional Chinese This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family Japanese This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family
Note: Although English belongs to the Latin 1 language family, the character sets for English are included in all language families. Therefore, you can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Compatibility and the Latin 1 language family As long as the language versions of the operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and the client PC belong to the same language family (for example, Latin 1), the platforms can coexist on the same network. For example, in your network you can have a server in Contact Center Manager Server that has an English operating system, a Contact Center Manager Administration server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin 1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC browser determines the language in which the application appears.
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This is particularly useful if your contact center supports multiple languages, such as English and French. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or French (or even German because it belongs to the same language family), just by changing the browser settings on their PC. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the same language family, and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German operating systems. It supports English, Traditional Chinese, and Japanese operating systems only. Compatibility and the Japanese language family Because Japanese belongs to its own language family, you can view and enter Japanese text in Contact Center Manager Administration only if you install Japanese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Japanese, install the Japanese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Japanese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Japanese by changing the browser settings on their PC. While it is possible to switch from Japanese to English and vice-versa, it is not possible to switch from Japanese to Traditional Chinese because these languages belong to different language families.
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Compatibility and the Traditional Chinese language family Because Traditional Chinese belongs to its own language family, you can view and enter Traditional Chinese text in Contact Center Manager Administration only if you install Traditional Chinese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Traditional Chinese, install the Traditional Chinese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Traditional Chinese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Traditional Chinese by changing the browser settings on their PC. Note: While it is possible to switch from Traditional Chinese to English and vice-versa, it is not possible to switch from Traditional Chinese to Japanese because these languages belong to different language families. Operating systems and the Contact Center Manager Server When installing language packs on Contact Center Manager Administration you must ensure that the required language version of Windows Server 2003 is installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server Release 6.0 US English software is installed on the US English version, or the appropriate localized version, of Windows Server 2003. For Japanese, ensure that the Japanese version of Windows Server 2003 is installed. For Traditional Chinese, ensure that the Traditional Chinese version of Windows Server 2003 is installed.
To edit the locales.dat file The locales.dat file controls the character set that is used for communication between the Contact Center Manager Administration and the Contact Center Manager Server. To edit the locales.dat file, you can use the utility that comes with Contact Center Manager Administration and is stored on the Contact Center Manager Administration server. You can access this utility from the Installation and Maintenance Guide
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Contact Center Manager Administration server when used as a client PC, by first logging on to Contact Center Manager Administration, and then opening the utility through the browser window. With this utility, you can configure the system to handle the character set of the language family with which you want Contact Center Manager Administration to work. 1
From the Contact Center Manager Administration server when used as a client PC, open Internet Explorer and log on to Contact Center - Manager. Note: If you have not already logged on to Contact Center - Manager for the first time, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure.
2
In the browser address box, type http:///locales.asp where localhost is the name or IP address of the Contact Center Manager Administration server.
3
Press Enter. Result: The utility appears.
4
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Click Browse to navigate to the c:\sybase\locales\locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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5
From the Language Option list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
6
Click Set Locale to save your changes.
Changing the Windows Regional Settings If you use either the Japanese or Traditional Chinese versions of Contact Center Manager Administration, you must change the Regional Settings on the Contact Center Manager Administration server. It is not necessary to perform this procedure if you use the English, French, or German versions of the software because all of these languages are displayed properly with the Regional Settings set to the default language, English. You must insert the operating system CD in the server before performing this procedure. 1
On the Contact Center Manager Administration server, click Start > Control Panel > Regional and Language Options. Result: The Regional and Language Options window appears.
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Click the Languages tab. Result: The Languages tab appears.
3
In the Supplemental language support section, click the check box beside Install files for East Asian languages. Result: The system installs the appropriate language files from the operating system CD.
4
5
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On the Regional Options tab, from the box in the Standards and formats section, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server For Traditional Chinese and Japanese, you need to ensure that the required Service Updates are on the Contact Center Manager Server. For details about how to install Service Updates, refer to the Contact Center Manager Server Installation and Maintenance Guide. The following Service Updates must be installed on the Contact Center Manager Server:
For Japanese, the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software. For Chinese, the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software.
Prepare the server for installing a language pack Before you install a language pack ensure that:
the Contact Center Manager Administration software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. you install required language version of Windows Server 2003 Enterprise Edition or Standard Edition for the language packs that you wish to install. For example: Windows Server 2003 Enterprise Edition or Standard Edition Latin 1 language support (or the localized version of the operating system) for French or German language packs the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition for Japanese language packs the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition for Traditional Chinese language packs. there are at least 225 megabytes (MB) of free disk space on the Contact Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack. Installation and Maintenance Guide
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To install a language pack The default language setting for the Contact Center Manager Administration software is English. However, the Contact Center Manager installation DVD includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen. Follow the procedure in this section to install a language pack on the Contact Center Manager Administration server. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. For more information, see “To uninstall a language pack” on page 1482.
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Installing a language pack 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add New Programs. Result: The Add or Remove Programs window appears.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears
5
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Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Contact Center Manager installation DVD, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
7
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the Welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install. Result: The Installing Contact Center Manager Administration - X Language Pack window appears (where X is the language you have chosen).
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10
The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
11
Click Finish. Tip: To view the language packs that you install on the server, click Start > Control Panel > Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
Setting the language preferences in Internet Explorer You must perform this procedure on each client PC that connects to the Contact Center Manager Administration server to use Contact Center Manager Administration. Perform this procedure on the Contact Center Manager Administration server only if you use it as a client PC. If you did not install and configure a client PC, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure. You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser.
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In addition to these steps, you must also set the proper security level settings in the browser. For more information, see Step 3. “Configure Internet Explorer” on page 267. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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Click Languages. Result: The Language Preferences window appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Contact Center Manager Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window.
5
In the Language box, click the appropriate language.
6
Click Move Up until the language appears at the top of the box.
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7
Click OK to close the Language Preferences window.
8
Click OK to close the Internet Options window.
To uninstall a language pack To uninstall a language pack, follow this procedure. Note: After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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2
In the Add or Remove Programs window, select the language pack that you want to uninstall.
3
Click Remove.
4
The program asks you to confirm your choice. Click Yes.
5
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Step 31. Install the XML Automated Assignments feature (optional) You can use the XML Automated Assignments feature to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. This is an optional feature that is used in conjunction with the Contact Center Management component. If you do not want to install this feature, the installation and configuration of Contact Center Manager Administration is complete. You can proceed to Step 32. “Copy latest user guides to the CCMA server” on page 1486. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their Web site at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site. For overview information and details about using the XML Automated Assignments feature, see the Contact Center Manager Administrator’s Guide.
To install the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click the file Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information window appears.
6
Type your username and the name of your organization, and then click Next. Result: The Destination Folder window appears.
7
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that it cannot parse due to error, or accept the default folders shown. Then click Next. Result: The Ready to Install the Program window appears.
8
Click Install to install the program with the settings you have chosen (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
9
Click Finish to complete installing the program.
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Step 32. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration. The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary Contact Center Manager Administration
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:\Apps\documentation\guides where is the Contact Center Manager Administration install directory. The default install directory is C:\Program Files\Nortel Networks\WClient.
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
Note: You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 33. Other postmigration tasks Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”.
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
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Section D: Restoring CCMA data to target server
In this section Step 34. Restore CCMA data to the target server
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Step 34. Restore CCMA data to the target server To restore data in the event of a server failure or to revert to a previous snapshot of Contact Center Manager Administration data, you can choose one of the following options:
Option 1—Restoring data using the Nortel Backup and Restore utility—For information, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility” on page 1491. Option 2—Restoring data using the Windows Backup Tool—For information, see “Option 2: Restoring data files using the Windows Backup tool” on page 1497. Option 3—Restoring data by manually restoring files—For information, see “Option 3: Restoring files by manually restoring files,” on page 1500. Option 4—Restoring data using a third-party tool such as Veritas Backup 9.1—For information, see“Option 4: Restoring files using the Veritas Backup Exec 9.1 tool” on page 1501.
ATTENTION
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When restoring Contact Center Manager Administration data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the Contact Center Manager Administration server. For example, if your Contact Center Manager Administration server currently contains Contact Center Manager Administration Release 6.0, then you can only restore a backup of Release 6.0 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
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You can use the instructions in this section to restore Contact Center Manager Administration data from a primary server and restore the same data to a new Contact Center Manager Administration server. You can use this procedures in this section to:
recover from a system failure if your Contact Center Manager Administration server fails completely (for example, due to serious hardware failure) restore data to the replicating server if you have a failure on your primary server restore Contact Center Manager Administration data onto the same server from which it was backed up (for example, to roll back erroneous data or recover from a data loss issue) restore Contact Center Manager Administration data to a new server if you perform a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility When you back up Contact Center Manager Administration data with the Nortel Backup and Restore utility, it creates a single file with the default name of Restore.bkf. If you need to restore the Contact Center Manager Administration data to its original state when you backed up the files, you can open the utility and navigate to this file.
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Restoring data with the Nortel Backup and Restore utility ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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In the window, click Backup & Restore. Result: The Nortel Backup And Restore utility appears.
4
Click the Restore tab.
5
Click Restore Files. Result: The Windows Backup utility starts.
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6
Click the Restore and Manage Media tab.
7
In the left pane, select the most recent backup file (or the file containing the data that you want to restore, if not the most recent file).
8
Expand this file fully by clicking the plus sign (+) beside it. The file name expands to reveal a series of files.
9
Select the check boxes for each file to restore. To select all files, select the check box beside the parent file name. When you restore data on a server on which ADAM replication is enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored to the replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored, as shown in the figure Restore and Manage Media.
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10
Ensure that the option to always replace the files on the computer is selected.
11
Ensure that Original location appears in the Restore files to list.
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Click Start Restore. Result: The system restores the files. If you did not stop the SymposiumWC service prior to the restore, you must restart your computer when prompted.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If your registry settings are unchanged, go to step 25. OR If you restore to a new server, or if your registry settings are corrupted or overwritten, you need to manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must be the same as they were prior to the data restoration.
15
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
16
In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
17
In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
18
Reenter all settings in the RTR Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
19
Click OK.
20
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
21
Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
22
Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
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23
Click OK.
24
Close all windows.
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You must now reactivate historical reports and scheduled events.
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Launch the Historical Reporting component in Contact Center Manager Administration.
26
In the scheduled events window, select all the scheduled assignments.
27
Click Activate.
28
Launch the Contact Center Management component in Contact Center Manager Administration.
29
Open each scheduled assignment and reactivate.
30
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
31
Restart the SymposiumWC service.
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Option 2: Restoring data files using the Windows Backup tool As of the date of publication of this guide, you can find this documentation at www.microsoft.com. Restoring data files using the Windows Backup Tool ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Restore and Manage Media tab. Result: The Restore and Manage media window appears.
4
Click Tools > Options. Result: The Options window appears.
5
Click the Restore tab.
6
Select Always replace the file on my computer. When using the Windows Backup Tool to restore the Contact Center Manager Administration data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you use the Restore Wizard in the Advanced Options “How To Restore” page.
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7
Click Apply.
8
Click OK.
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Result: The Restore and Manage Media window reappears with the text “If files exist: Always replace” appearing in the lower part of the window. 9
In the left pane, browse to the backup file (.bkf) that you want to restore. When you restore data on a server on which ADAM replication was enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored.
10
Click Start Restore. If the Contact Center Manager Administration server is not running in a replication environment, an authoritative restore is not required. However, if the Contact Center Manager Administration server is running in a replication environment, an authoritative restore may be required. For more information about authoritative restoration, see the Microsoft ADAM online Help. Result: The Confirm Restore window appears.
11
Click OK. Result: The Restore Progress window appears and informs you when the restore process is complete.
12
Close all windows.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If you configured your Real-Time Reporting and Emergency Help settings to match the settings prior to data restoration, go to step26. OR If not, you must manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
16
In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
17
In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
18
Reenter all settings in the RTR Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
19
Click OK.
20
In the left pane of the Configuration window, click on the Emergency Help folder.
21
The Emergency Help Registry Settings icon appears in the right pane,
22
Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
23
Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
24
Click OK.
25
Close all windows. You must now reactivate historical reports and scheduled events.
26
Launch the Historical Reporting component in Contact Center Manager Administration.
27
In the scheduled events window, select all the scheduled assignments.
28
Click Activate.
29
Launch the Contact Center Management component in Contact Center Manager Administration.
30
Open each scheduled assignment and reactivate.
31
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
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Restart the SymposiumWC service.
Option 3: Restoring files by manually restoring files Restore the files in the following list of folders from your backup file location or tape drive. ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
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<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports <x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports <x>:\Program Files\Microsoft ADAM\instance1\
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Option 4: Restoring files using the Veritas Backup Exec 9.1 tool ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use instead of the Microsoft Windows Backup Tool to back up and restore the Contact Center Manager Administration data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Contact Center Manager Administration data, you must note the following:
You must ensure that Restore over existing files is selected in the general properties for the restore job. For more information, consult the Veritas application online Help. The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (you cannot change the Contact Center Manager Administration Toolkit NameService port number). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see the Contact Center Manager
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Administration Technical Requirements and Operating System Configuration Guide. For information about changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select Shadow Copy Components, as well as any hard drive components (Contact Center Manager Administration folders). When restoring data, you must ensure that Restore over existing files is selected in the general properties for the restore job. When you restore the Contact Center Manager Administration ADAM files (Shadow Copy Components), the SymposiumWC service is stopped automatically. You must manually restart the service after the restoration is complete.
After you restore your data, you must perform the following tasks:
Manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration. Reactivate scheduled assignments. Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate. Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate. If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
For more information, consult the online Help on the Veritas Web site at www.veritas.com. 1502
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Section E: Postmigration tasks
In this section Step 35. Revert to source server computer name or change name
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Step 36. Ensure the CCMA computer name is correct on client PCs
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Step 37. Install .NET Framework v. 1.1 (optional)
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Step 35. Revert to source server computer name or change name This step is required only to change the computer name after installation. For example, after you install the application on the target server, you may want to revert to the computer name of source server. If you do not want to change the computer name after installation, you can skip this step and proceed directly to Step 36. “Ensure the CCMA computer name is correct on client PCs” on page 1514. If you change the computer name of the Contact Center Manager Administration server after installation, you need perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name. The tips for changing the computer name and suggested postchange tasks vary based on whether the server is co-resident with Contact Center Manager Server or stand-alone. Refer to the appropriate scenario for a list of the required tasks.
Changing the computer name of a stand-alone server If you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must perform the following tasks to reset the name so that the Contact Center Manager Server and the Contact Center Manager Administration function properly: ATTENTION
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You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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1.
If you install SU04 or later, this task is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration. For details about how to reset the SOAP files to reflect the new computer name, see “Running the ChangeSOAPSrv utility” on page 1506.
2.
An administrator must reset the IUSR_SWC account to reflect the new computer name. For details, see “Resetting the IUSR_SWC account to reflect a new computer name” on page 1506.
3.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility. For details, see “Resetting the iceAdmin password after a CCMA server name change” on page 1511.
Changing the computer name of a co-resident server On a co-resident server, after you change the computer name, you must perform the following tasks to reset the name so that Contact Center Manager Server and Contact Center Manager Administration function properly: ATTENTION
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
1.
An administrator must run the Contact Center Manager Server Computer Name Sync utility. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
2.
If you install SU04 or later, this task is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not
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function properly (because they still refer to the old computer name), and you are not able to work with the components that require SOAP functionality, such as Configuration. 3.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
4.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility. For details, see “Resetting the iceAdmin password after a CCMA server name change” on page 1511.
Running the ChangeSOAPSrv utility If you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. If you install SU04 or later, this procedure is not applicable. 1
Note the path that appears in the pop-up message. If you close the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
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.
3
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; where 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).
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name You must perform this procedure if you change the computer name of the server. 1506
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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.
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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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, you must type the same password that you originally used for this account when you configured it in the procedure Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138. Contact Center Manager Administration
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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 after a CCMA server name change 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
To export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
9
1512
To export scheduled reports to a domain network PC, click Domain Account.
Contact Center Manager Administration
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Migrating CCMA 6.0 to a new server
You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
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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Step 36. Ensure the CCMA computer name is correct on client PCs When you migrate to a new server, you must ensure that the computer name of the Contact Center Manager Administration server is correct on each client PC.
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Step 37. Install .NET Framework v. 1.1 (optional) You must install the .NET Framework version 1.1 and .NET service pack 1 on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that Contact Center Manager Administration administers. For details about installing the Contact Center Multimedia server, see the Nortel Contact Center Multimedia Installation and Maintenance Guide. For details about adding the Contact Center Multimedia server to the list of servers administered by Contact Center Manager Administration using the Configuration component, see the Nortel Contact Center Manager Administrator’s Guide.
Prerequisites for installing the .NET Framework Each client machine 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), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Checking for the .NET Framework on a client machine If your client machines run the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is installed. 1
On the client machines, click Start > Control Panel.
2
Double-click Add or Remove Programs.
3
Select Microsoft .NET Framework 1.1.
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Migrating CCMA 6.0 to a new server
Standard 10.15
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 machine
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1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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.
Contact Center Manager Administration
Part 3 Maintaining Contact Center Manager Administration Release 6.0
Installation and Maintenance Guide
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Installation and Maintenance Guide
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Chapter 12
Uninstalling and reinstalling the server software In this chapter Section A: Uninstalling and reinstalling CCMA
1521
Section B: Uninstalling Agent Desktop Displays
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Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
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Standard 10.15
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Section A: Uninstalling and reinstalling CCMA
In this section Overview
1522
Uninstalling Contact Center Manager Administration
1523
Uninstalling the XML Automated Assignments feature
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Uninstalling Crystal Enterprise 10 Embedded
1529
Uninstalling Sybase Open Client
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Reinstalling Contact Center Manager Administration
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Scenarios for reinstalling Contact Center Manager Administration
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Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
Standard 10.15
Overview This section details how to uninstall and reinstall the Contact Center Manager Administration software. It also details how to uninstall:
the XML Automated Assignments feature
Crystal Enterprise 10 Embedded
the Sybase Open Client software
When you uninstall Contact Center Manager Administration and third-party software (Sybase and Crystal Enterprise 10 Embedded), it is important that you uninstall the software in the reverse order that you installed it. Therefore, the correct order for uninstalling the software is: 1.
Uninstall Contact Center Manager Administration software.
2.
Uninstall Crystal Enterprise 10 Embedded software.
3.
Uninstall Sybase software (for stand-alone Contact Center Manager Administration configurations only).
ATTENTION
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Before you can uninstall Contact Center Manager Administration, you must uninstall all language packs that you install on the Contact Center Manager Administration server. To verify whether you installed any language packs, click Start > Control Panel > Add or Remove Programs. All installed language packs are listed separately in the Add or Remove programs window. For more information about uninstalling language packs, see “Uninstalling a language pack” on page 245.
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Uninstalling and reinstalling the server software
Uninstalling Contact Center Manager Administration You can uninstall the entire Contact Center Manager Administration application by using the Windows Add or Remove Programs feature. When you uninstall Contact Center Manager Administration and third-party software (Sybase and Crystal Enterprise 10 Embedded), it is important that you uninstall the software in the reverse order that you installed it. Therefore, the correct order for uninstalling the software is: 1.
Uninstall Contact Center Manager Administration software.
2.
Uninstall Crystal Enterprise 10 Embedded software.
3.
Uninstall Sybase software (for stand-alone Contact Center Manager Administration configurations only).
When you uninstall Contact Center Manager Administration, the system prompts you to preserve user data. If you select Yes to preserve user data, then, during the reinstallation of Contact Center Manager Administration, the system detects the preserved user data and prompts you to restore the data. The estimated time to complete this is 15 minutes.
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LOSS OF DATA
.
In Windows Server 2003, when you uninstall Contact Center Manager Administration, you are asked if you want to preserve customer data. If you choose not to preserve customer data, all of your customer data on that server, such as server information, partitions, and so on, is lost. If you choose to preserve customer data, you still lose certain data that is stored outside of Active Directory Application Mode (ADAM). For this reason, you need to back up all files that are not stored in ADAM, such as historical report data, real-time display snapshots, Emergency Help snapshots, schedule data, Report Creation Wizard database, Report Creation Wizard reporting data. For details about backing up data files, see Chapter 14, “Resiliency (backup, restore, and disaster recovery).”
When you reinstall Contact Center Manager Administration, the system asks if you want to use the preserved customer data. To preserve customer data, you must click Yes and reinstall the same version of Contact Center Manager Administration with the same Service Update.
Uninstall Contact Center Manager Administration from the Contact Center Manager Administration server Before you uninstall Contact Center Manager Administration, note the directory in which it is currently installed (the default directory is C:\Program Files\Nortel Networks\WClient, but it may be installed in a custom location). You must know this directory when you reinstall the software. ATTENTION
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When you reinstall Contact Center Manager Administration on a Contact Center Manager Administration server that is running this operating system, you must install the software in the same directory in which it was originally installed, or errors occur.
Contact Center Manager Administration
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1
Uninstalling and reinstalling the server software
Click Start > Control Panel. Result: The Control Panel window appears.
2
Double-click the Add or Remove Programs icon. Result: The Add or Remove Programs window appears.
3
Select Contact Center Manager Administration from the list of installed programs.
4
Click Change. Result: The Contact Center Manager Administration Setup window appears.
5
Click Next. Result: The Program Maintenance window appears indicating the Contact Center Manager Administration is removed from your computer.
6
Click Next.
7
The Would you like to preserve customer data? window appears.
ATTENTION
8
In Windows Server 2003, if you click No, you uninstall ADAM along with Contact Center Manager Administration; if you click Yes to keep customer data, then you uninstall Contact Center Manager Administration, but you leave ADAM intact.
To preserve your data, click Yes. The system copies your file to the following temporary directory: x:\Documents and Settings\Administrator\Local Settings\Temp\WClient where x is the drive in which the operating system is installed. Proceed to step 13. OR To delete all data, click No. Result: The Remove the Program window appears.
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Standard 10.15
If you install Service Updates or Service Update Supplements on your server, these patches are listed in the Remove the Program window. The system removes these patches before removing the Contact Center Manager Administration software. 9
Click Remove Result: The Active Directory Mode Removal Wizard dialog box appears
10
Click Yes to remove ADAM and delete all data. Result: The following window appears, notifying you that the system uninstalls ADAM if you choose to proceed.
11
Click Yes to remove ADAM and delete all data. Result: A window appears, notifying you that the system successfully deleted ADAM.
12
Click Close to continue uninstalling Contact Center Manager Administration. Result: The Remove the Program window appears. If you install Service Updates or Service Update Supplements on the server, then this window lists them. The system removes these patches before removing the Contact Center Manager Administration software.
13
Click Remove. Result: The system uninstalls Contact Center Manager Administration. After the software is uninstalled, the Completing the Contact Center Manager Administration Setup Wizard window appears.
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Uninstalling and reinstalling the server software
Click Finish. Result: The Contact Center Manager Administration Installer Information window appears, indicating that you need to restart the Contact Center Manager Administration server for your changes to take effect.
15
Click Yes to restart your computer. Uninstallation of Contact Center Manager Administration does not automatically uninstall Active Directory.
Uninstalling Active Directory Application Mode If Windows Server 2003 is installed on the server, when you uninstall Contact Center Manager Administration, you can choose to uninstall Active Directory Application Mode (ADAM), or keep it on the application server. Customer data is preserved If you choose to preserve customer data, Contact Center Manager Administration only is uninstalled. When you reinstall Contact Center Manager Administration, you must use the preserved customer data. When the system installs Contact Center Manager Administration, it uses the version of ADAM that is installed. Customer data is not preserved If you choose not to preserve customer data, Contact Center Manager Administration and ADAM is uninstalled. When you reinstall Contact Center Manager Administration, the system asks if you want to use the preserved customer data. Click No. The system uninstalls ADAM from the application server, and then reinstalls ADAM with Contact Center Manager Administration. If Windows Server 2003 Service Pack 2 is installed on the server and you do not preserve customer data, you must uninstall ADAM Service Pack 1 before you can uninstall Contact Center Manager Administration and ADAM. For more information, see “SU04 and Windows Server 2003 Service Pack 2” on page 1619. For more information about uninstalling Contact Center Manager Administration, see “Uninstalling Contact Center Manager Administration” on page 1523.
Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
Standard 10.15
Uninstalling the XML Automated Assignments feature To uninstall this feature, open the Windows Add or Remove Programs window, select the XML Automated Assignments feature, and then click Remove. Follow the prompts in the wizard to remove the software. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link at www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
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Uninstalling Crystal Enterprise 10 Embedded When you uninstall Contact Center Manager Administration and third-party software (Sybase and Crystal Enterprise 10 Embedded), it is important that you uninstall the software in the reverse order that you installed it. Therefore, the correct order for uninstalling the software is: 1.
Uninstall Contact Center Manager Administration software.
2.
Uninstall Crystal Enterprise 10 Embedded software.
3.
Uninstall Sybase software (for stand-alone Contact Center Manager Administration configurations only).
Uninstalling Crystal Enterprise 10 Embedded 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
Select Crystal Enterprise 10 Embedded from the list of currently installed programs.
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3
Standard 10.15
Click Remove. Result: The Add or Remove Programs dialog box appears, asking you if you are sure that you want to remove Crystal Enterprise 10 Embedded from your computer.
4
Click Yes. Result: The system removes Crystal Enterprise 10 Embedded from your computer.
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Uninstalling Sybase Open Client ATTENTION
If you install Contact Center Manager Administration on a co-resident server, you cannot uninstall Sybase Open Client because it has a negative impact on the other co-resident software applications, particularly Contact Center Manager Server. You can uninstall Sybase Open Client only if Contact Center Manager Administration is installed on a stand-alone server.
Complete the following procedure to uninstall the Sybase Open Client software from the Contact Center Manager Administration server. For example, because Contact Center Manager Administration functions with Sybase Open Client 12.5 only, if the Contact Center Manager Administration server has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before you install version 12.5. Note: Contact Center Manager Administration does not function without Sybase Open Client; therefore, if you uninstall the software, you must reinstall Sybase Open Client 12.5 before you can work with Contact Center Manager Administration.
Uninstalling Sybase Open Client Before you perform this procedure, you must close all open applications and stop the IIS Admin service (this also stops the FTP Publishing Service, Microsoft SMTP Service, and World Wide Web Publishing Service). To stop the service, click Start > Administrative Tools > Services. Select the service you want to stop, and then click Stop. After you reinstall Sybase Open Client, you must restart the Contact Center Manager Administration server, and then ensure that this service is restarted. 1
Log on to the Contact Center Manager Administration server with the Local Administrator user ID.
2
Click Start > All Programs > Sybase > Uninstall.
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Uninstalling and reinstalling the server software
3
Standard 10.15
The Uninstall window appears. Do not close this window. Result: The system starts uninstalling the software, and then the following Information window appears:
4
Click Yes. Result: The system uninstalls the software.
Reinstalling Sybase Open Client 12.5 After you reinstall the software, you must restart the Contact Center Manager Administration server. When the server restarts, ensure that the IIS service is running (if it is not running, then you must restart it manually), and that you can access the Contact Center Manager Administration default Web page.
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Reinstalling Contact Center Manager Administration When you uninstall Contact Center Manager Administration from a server that is running Windows Server 2003, the system asks you if you want to preserve customer data. If you click No, the system uninstalls application server data from the Contact Center Manager Administration server; if you click Yes, the system uninstalls Contact Center Manager Administration, but leaves application server data intact on the Contact Center Manager Administration server. When you reinstall Contact Center Manager Administration, the system asks if you want to use the preserved customer data. To preserve customer data, you must click Yes and reinstall the same version of Contact Center Manager Administration with the same Service Update. ATTENTION
When you have a Windows Server 2003 operating system and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which you originally installed it or errors occur (the default directory is C:\Program Files\Nortel Networks\WClient).
Installation and Maintenance Guide
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Standard 10.15
Scenarios for reinstalling Contact Center Manager Administration Before you reinstall the software, choose the appropriate scenario from the following list, and then follow the applicable procedure:
You reinstall the software, you do not want to use preserved customer data, and you want to enable ADAM replication. Complete the following procedure “Reinstalling Contact Center Manager Administration (without using preserved customer data but enabling replication)”. You reinstall the software, you do not want to use preserved customer data, and you do not want to enable ADAM replication. Follow the procedure “Reinstalling Contact Center Manager Administration (without using preserved customer data and without enabling replication)” on page 1560. You reinstall the software and you want to use preserved customer data. You must reinstall the same version of the software with the same Service Update as was previously installed on the Contact Center Manager Administration server with the preserved customer data. Follow the procedure “Reinstalling Contact Center Manager Administration (using preserved customer data)” on page 1575.
Reinstalling Contact Center Manager Administration (without using preserved customer data but enabling replication) Complete the following procedure to reinstall Contact Center Manager Administration when you do not want to use preserved customer data and you want to enable ADAM replication. During this procedure, the program uninstalls ADAM from the server (and then reinstalls it).
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1
Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Contact Center Manager Administration from the DVD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the DVD-ROM drive.
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6
Standard 10.15
Click Next. Result: The Contact Center Manager Administration Setup Wizard window appears.
7
Click Next. Result: The system prompts you to restore customer data.
8
To not restore previously saved data, click No. Result: The system uninstalls Active Directory Application Mode from the Contact Center Manager Administration server, and then reinstalls ADAM with Contact Center Manager Administration. OR
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To restore previously saved data, click Yes. Result: The system installs Contact Center Manager Administration and uses the version of ADAM that was installed and saved with the preserved customer data. 9
Click Next. Result: The replication selection dialog box appears. Choose whether you want to replicate ADAM. If you perform this reinstallation procedure, it is because you want to replicate an existing instance of ADAM.
10
Click Yes. Result: A warning message appears, notifying you that the existing ADAM instance is removed from the Contact Center Manager Administration server.
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11
Standard 10.15
Click Yes. Result: Another warning message appears, notifying you that the system removes the ADAM configuration set from the Contact Center Manager Administration server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
12
Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
After the system uninstalls ADAM, the following dialog box appears.
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13
Uninstalling and reinstalling the server software
Click Close. Result: The Welcome window for the ADAM setup wizard appears.
14
Click Next. Result: The ADAM license agreement appears.
Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
15
Standard 10.15
Accept the terms of the license agreement, and then click Next. Result: The Installation Options dialog box appears.
16
Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options dialog box appears.
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17
Uninstalling and reinstalling the server software
Select the A replica of an existing instance option, and then click Next. Result: The Instance Name dialog box appears.
18
In the Instance name box, type SymposiumWC, and then click Next. This is the name by which this instance of ADAM is identified. For proper replication of Contact Center Manager Administration data, you must type SymposiumWC. Result: The Ports dialog box appears.
Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
Standard 10.15
Based on the server configuration, the default values in the Ports dialog box vary, as follows:
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
19
Before accepting the default values in the Ports dialog box, check with your administrator to ensure that no other applications use these ports. If these ports are in use, ask your administrator to recommend new port numbers and type them in the boxes provided.
20
Click Next. Result: The Joining a Configuration Set dialog box appears.
21
In the Server box, type the name of the Contact Center Manager Administration server containing the ADAM instance with which you want to replicate.
22
If you do not know the name of the computer, click Browse to locate the computer. Otherwise skip to step 29. Result: The Select Computer dialog box appears.
23
In the Select this object type box, ensure that Computer appears. OR If it does not appear, click Object Types and select Computer.
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24
Uninstalling and reinstalling the server software
In the From this location box, ensure that your domain controller appears. OR If it does not appear, click Locations to select it.
25
Click Advanced.
26
Click Find Now. Result: A list of available computers appears.
27
From the list of computers, select the Contact Center Manager Administration server containing the ADAM instance with which you want to replicate your ADAM instance, and then click OK. Result: The Select Computer dialog box reappears.
28
Click OK to return to the Joining a Configuration Set dialog box.
29
In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set dialog box appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
30
Standard 10.15
Select the This account option. You must select an administrative user before you can add this remote ADAM instance into the existing configuration set. The domain user you select must already exist on the domain controller and must be a member of both the Administrators group and the Replicator group.This user must also be configured to run as a service.
31
In the User name box, enter the domain name followed by the user name in the format <domain name>\<user name>. In this example, the domain name is APPTEST2, and the username is DomainUserX.
32
In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed, and then the Copying Application Directory Partitions dialog box appears.
The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Contact Center Manager Administration-specific ADAM instances have the DC=nortelnetworks,DC=COM partition. (If this partition does not appear, then this ADAM instance contains no Contact Center Manager Administration-specific data and you cannot replicate this instance.) 33
1544
In the Available partitions box, select the partition DC=Nortelnetworks,DC=COM. Contact Center Manager Administration
December 2007
Uninstalling and reinstalling the server software
34
Click Add to move the partition to the Partitions to copy box.
35
Click Next. Result: The File Locations dialog box appears. This dialog box displays the location where ADAM-specific files reside on the Contact Center Manager Administration server.
36
Accept the default values, and then click Next. Result: The Service Account Selection dialog box appears.
Installation and Maintenance Guide
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Uninstalling and reinstalling the server software
Standard 10.15
In this dialog box, you can select the service account requirements of the ADAM instance that you create on the Contact Center Manager Administration server. Because ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you install ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so the Network service account option is selected. 37
Select the service account option that best suits your network configuration, and then click Next. The values shown in this procedure are sample values that you can choose only if the Contact Center Manager Administration server is a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “Active Directory Application Mode and service accounts” on page 1634 and the Microsoft documentation for more information. Result: The ADAM Administrators dialog box appears. In this dialog box, you specify an account or group that can be used to administer this ADAM instance.
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38
Uninstalling and reinstalling the server software
Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group dialog box appears.
39
In the From this location box, ensure that the local computer name appears (the computer on which you install ADAM). OR If the Contact Center Manager Administration server name does not appear, click Locations and browse to the correct computer name.
40
Click Advanced. Result: The Select User or Group dialog box expands.
41
In the Select this object type box, ensure that User, Group, or Built-in security principal appears. OR If it does not appear, click Object Types and locate it.
Installation and Maintenance Guide
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42
Standard 10.15
Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
43
From the list of user accounts and groups, select the Administrators group, and then click OK. Ensure that you click the Administrators (plural) group, as shown in the preceding figure. Groups are denoted by the double-head icon, while users are only single heads. Result: The Select User or Group dialog box reappears, with the Administrators group shown at the bottom.
44
Confirm that you selected the correct group (Administrators), and that it is on the local computer, and then click OK. Result: The ADAM Administrators dialog box reappears with the Administrators group shown at the bottom.
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45
Uninstalling and reinstalling the server software
Click Next. Result: The Ready to Install dialog box appears.
46
Confirm the installation components, and then click Next. Result: The Completed dialog box appears, notifying you that ADAM is successfully installed.
47
Click Finish. Result: The Customer Information dialog box appears.
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Standard 10.15
48
In the User Name and Organization boxes, type the appropriate information.
49
To set up access restrictions for this Contact Center Manager Administration installation, in the Install this application for section, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
50
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
Click Next. Result: The Soap Configuration Parameters dialog box appears.
51
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), you must type Contact Center Manager Administration
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Uninstalling and reinstalling the server software
this name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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52
Standard 10.15
Click Next. Result: The Web Site Type dialog box appears.
For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories,” on page 2178. 53
To install Contact Center Manager Administration as the default Web site, Select the Default option, and then proceed directly to step 56 ATTENTION
Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration for optimum performance.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, select the Existing option. 54
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name.
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To change the name, type a new name. Do not use underscores (_) in the virtual directory name. The name you choose is the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories,” on page 2178.
56
Click Next. Result: The Destination Folder dialog box appears.
57
Review the default destination folder. To change the folder location, click Change. Otherwise, click Next.
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When you have the Windows Server 2003 operating system, and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which it was originally installed or errors occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. Result: The Ready to Install the Program dialog box appears.
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Click Next. Result: The Installing Contact Center Manager Administration dialog box appears.
59
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
60
Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry.
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61
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If the installation does not proceed, click Ignore. The installation proceeds. Result: After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
62
In the Old Password box, type the old password for the iceAdmin user account. You must type the old password if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. If you forget or misplace the old password, then you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this installation, perform steps 1 to 7 in “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the old password in this step.
63
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 21. “Change the iceAdmin user account password (optional)” on page 222.
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In the Confirm Password box, type the password again.
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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. 65
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 71. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
66
From the Select Domain Name list, select the domain to add.
67
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
68
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.
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In the Confirm Domain Account Password box, retype the domain account password.
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Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
71
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Sometimes the window does not appear; instead, the system automatically starts installing the Simple Object Access Protocol (SOAP) files. In this case, proceed to step 72.
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The program searches for installed components, and then installs the required SOAP files. Result: After the system has installed the required SOAP components, the ADAMSchema dialog box appears.
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The system installs the ADAM schema. Result: The Completing the Contact Center Manager Administration Setup Wizard dialog box appears.
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Click Finish to exit the setup wizard. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer. Result: This instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer.
Reinstalling Contact Center Manager Administration (without using preserved customer data and without enabling replication) Follow this procedure to reinstall Contact Center Manager Administration if you choose not to use preserved customer data and not to enable ADAM replication. The installation program removes ADAM from the Contact Center Manager Administration server.
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1
Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Contact Center Manager Administration from the DVD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the DVD-ROM drive.
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Click Next. Result: The Contact Center Manager Administration Setup Wizard dialog box appears.
7
Click Next. Result: The system prompts you to restore customer data.
8
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Click No if you do not want the system to restore previously saved data. The system uninstalls Active Directory Application Mode from the Contact Center Manager Administration server, and then reinstalls ADAM with Contact Center Manager Administration.
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Click Next. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you perform this reinstallation procedure, it is because you do not want to replicate ADAM.
10
Click No. Result: The Customer Information window appears.
11
In the User Name and Organization boxes, type the appropriate information.
12
To set up access restrictions for this Contact Center Manager Administration installation, select one of the following options:
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Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
13
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Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
Click Next. Result: The Soap Configuration Parameters dialog box appears.
14
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), you must type this name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified Contact Center Manager Administration
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domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
15
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
Click Next. Result: The Port Configuration for ADAM dialog box appears.
Based on the server configuration, the default values in the Port Configuration for ADAM dialog box vary, as follows:
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
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16
Before accepting the default values in the Port Configuration for ADAM dialog box, check with your administrator to ensure that no other applications use these ports. If these ports are in use, ask your administrator to recommend new port numbers and type them in the boxes provided.
17
Click Next. Result: The Web Site Type dialog box appears.
18
To install Contact Center Manager Administration as the default Web site, select the Default option, and then proceed to 20. ATTENTION
Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration for optimum performance.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, select the Existing option.
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For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 19
Click Next. The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
20
Click Next. Result: The Destination Folder dialog box appears.
21
Review the default destination folder. To change the folder location, click Change. Otherwise, click Next.
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When you have the Windows Server 2003 operating system, and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which it was originally installed or errors occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. Result: The Ready to Install the Program dialog box appears.
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Click Next. Result: The Installing Contact Center Manager Administration dialog box appears.
23
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
24
Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry.
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25
Standard 10.15
If the installation does not proceed, click Ignore. The installation proceeds. Result: After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
26
In the Old Password box, type the old password for the iceAdmin user account. You are required to type the old password if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. If you forget or misplace the old password, you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this installation, perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the old password in this step.
27
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 21. “Change the iceAdmin user account password (optional)” on page 222.
28
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In the Confirm Password box, type the password again.
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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. 29
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 35. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
30
From the Select Domain Name list, select the domain to add.
31
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
32
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.
33
In the Confirm Domain Account Password box, retype the domain account password.
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34
Standard 10.15
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
35
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then uninstalls the ADAM instance from the Contact Center Manager Administration server.
36
Click Yes. Result: Another warning window appears, notifying you that the system removes the ADAM configuration set from the Contact Center Manager Administration server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
37
Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
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When the system uninstalls ADAM, the following window appears:
38
Click Close. Result: The Installing ADAM window appears while the system reinstalls ADAM on the server.
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Standard 10.15
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
40
The system installs the ADAM schema. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Contact Center Manager Administration Installer Information dialog box appears.
42
Click Yes to restart your computer.
Reinstalling Contact Center Manager Administration (using preserved customer data) Complete the following procedure to reinstall Contact Center Manager Administration if you choose to use preserved customer data. If replication was enabled on the first installation of ADAM, then it is still enabled after this procedure; if it was not enabled, there is still no replication after you perform this procedure. You must install the same version of Contact Center Manager Administration and the same Service Update as previously installed on the Contact Center Manager Administration server with the preserved customer data.
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1
Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Contact Center Manager Administration from the DVD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the DVD-ROM drive.
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Click Next. Result: The Contact Center Manager Administration Setup Wizard window appears.
7
Click Next. Result: The system prompts you to restore customer data.
8
Click Yes if you want the system to restore previously saved data. The system uses the version of ADAM that was already installed on the Contact Center Manager Administration server.
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Standard 10.15
Click Next. Result: The Customer Information window appears.
10
In the User Name and Organization boxes, type the appropriate information.
11
To set up access restrictions for this Contact Center Manager Administration installation, in the Install this application for section, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
12
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
Click Next. Result: The Soap Configuration Parameters window appears.
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If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), you must type this name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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14
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Click Next. Result: The Web Site Type window appears.
15
To install Contact Center Manager Administration as the default Web site, click Default, and then proceed directly to step 17 ATTENTION
Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration for optimum performance.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, Click Existing. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories,” on page 2178. 16
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name.
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The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178. 17
Click Next. Result: The Destination Folder window appears.
18
Review the default destination folder. To change the folder location, click Change. Otherwise, click Next.
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When you have the Windows Server 2003 operating system, and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which it was originally installed or errors occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Contact Center Manager Administration window appears.
20
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
21
Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry.
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22
Standard 10.15
If the installation does not proceed, click Ignore. The installation proceeds. Result: After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
23
In the Old Password box, type the old password for the iceAdmin user account. You must type the old password if you reinstall Contact Center Manager Administration and you had chosen to preserve customer data when you uninstalled the original software. If you forget or misplace the old password, then you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this installation, perform steps 1 to 7 in “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the old password in this step.
24
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 21. “Change the iceAdmin user account password (optional)” on page 222.
25
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In the Confirm Password box, type the password again.
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26
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.
27
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 33. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
28
From the Select Domain Name list, select the domain to add.
29
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
30
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.
31
In the Confirm Domain Account Password box, retype the domain account password.
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32
Standard 10.15
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
33
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then it continues installing the Crystal Reports templates. After it installs the templates, the Installing ServerSoapInstall window appears.
34
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
36
Click Finish to exit the setup wizard. Result: The Contact Center Manager Administration Installer Information dialog box appears.
37
Click Yes to restart your computer.
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Section B: Uninstalling Agent Desktop Displays
In this section Uninstalling Agent Desktop Displays
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Uninstalling Agent Desktop Displays CAUTION Risk of loss of data
If you originally installed Agent Desktop Displays 4.5 or earlier and upgraded to Agent Desktop Displays 6.0, you lose the contents of the folder,:\Program Files\Nortel when you uninstall Agent Desktop Displays.
.
Other Nortel products use the folder:\Program Files\Nortel as the default installation destination. Therefore, if you originally installed Agent Desktop Displays 4.5 or earlier, Nortel recommends that you back up the contents of :\Program Files\Nortel, with the exception of the Agent Desktop Displays sub folder, before uninstalling Agent Desktop Displays 4.5 or earlier.
1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
If Upgrading Agent Desktop Displays Client is in the list of currently installed programs, proceed to step 3. or If Upgrading Agent Desktop Displays Client is not in the list of currently installed programs, proceed to step 6.
3
Select Upgrading Agent Desktop Displays client from the list of currently installed programs.
4
Click Remove. Result: The Add or Remove Programs dialog box appears, asking you if you are sure that you want to remove the Agent Desktop Displays upgrade file from your computer.
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Click Yes. Result: The system removes the Agent Desktop Displays upgrade file from your computer.
6
In the Add or Remove Programs window, select Agent Desktop Displays from the list of currently installed programs.
7
Click Remove. Result: The Add or Remove Programs dialog box appears, asking you if you are sure that you want to remove Agent Desktop Displays from your computer.
8
Click Yes. Result: The system removes Agent Desktop Displays from your computer.
If you uninstall Agent Desktop Displays 4.5 or earlier, you must restore the contents of the backup file you created of the folder:\Program Files\Nortel.
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Chapter 13
Applying Service Updates, Service Update Supplements, and Designer Patches In this chapter Overview
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Using the Patch Viewer Utility
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Applying an SU, SUS, or DP
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Uninstalling an update
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Applying Contact Center Manager Administration 6.0 SU04
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SU04 and Windows Server 2003 Service Pack 2
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How to troubleshoot incorrect Windows Server 2003 SP 2 installations
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Standard 10.15
Overview You can upgrade your Contact Center Manager Administration software when new Service Updates (SU) become available. When you upgrade to a newer version of the software, check the Contact Center Manager Server Supplementary CD for new Service Updates. Nortel also recommends that you check the Web site www.nortel.com/espl to see if further updates were posted following the release of the Supplementary CD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register. In addition to Service Updates, Nortel issues Service Update Supplements (SUS) and Designer Patches (DP) for high-impact issues that affect the Contact Center 6.0 software and are required before the next SU or SUS is released. You can use the procedures in this chapter to install an SU, and SUS, or a DP on the Contact Center Manager Administration server. The system upgrades only those components that were already installed on the Contact Center Manager Administration server.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches (DP).
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Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered Contact Center Manager Administration
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sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.”
The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Language packs Previously, you could not install Service Updates, Service Update Supplements, or Designer Patches on a system with installed language packs because the updates replaced the language pack database. Now when you install updates, the updates no longer replace the language pack database. This means that you can install these updates on top of your installed language pack; however, there may be English strings. The translated English strings will be available in the next language pack.
Installation order for Service Updates and Service Update Supplements Every Service Update contains all the fixes included in previously released SUs and SUSs. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release.
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Designer Patches address critical issues for specific customers. A DP is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
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Using the Patch Viewer Utility Before you install a new Service Update, Service Update Supplement, or Designer Patch, you can verify the SU, SUS, and DP that are currently installed on the server by using the Patch Viewer utility. This utility can help you save time by avoiding the downloading of patches that are already installed on the server. In addition to listing the current patch version, you can also use the utility to:
view the readme files associated with each patch
uninstall one or all of the current patches
If you choose to uninstall all patches, the system removes them in the order last on, first off. If you choose to remove a single patch, you can remove the last one applied only; you cannot remove a patch and leave a subsequent patch intact.
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Standard 10.15
Launching the Patch Viewer utility Click Start > All Programs > Nortel Contact Center > Manager Administration > Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
Viewing details of the contents of each patch To view details of the contents of each patch, select the patch, and then click Read Me. A readme text file appears, listing details of the patch. You can also double-click the patch to launch the readme file. The viewer also lists the status of the applied patches. While the status for patches is usually Active, sometimes the status Inactive, requires reboot appears. This can appear if you installed a patch on a co-resident server and you chose not to restart the server at the end of the patch installation. In this case, you must restart the server to enable the patch. You can also view the list of currently installed patches by connecting to the Contact Center Manager Administration server and launching Contact Center Manager Administration on any client PC (or on the Contact Center Manager Administration server if it is used as a client PC). 1598
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On the logon window, click About Contact Center Manager Administration. The following window appears, listing the currently installed patches (if any):
Uninstalling patches To uninstall the last patch applied, click Uninstall Last. After a few minutes, the system removes the last patch you applied. To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice. After a few minutes, the system uninstalls all patches in the order last on, first off. To successfully uninstall a patch, you must log on to the server under the same Administrator account profile with which you logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account profile, and then install the next update or uninstall the current patch while logged on with a different account profile, the installation or uninstallation fails.
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Applying an SU, SUS, or DP ATTENTION
When you install the latest Service Update, note the administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on with a different account, the installation or uninstallation fails.
Note the following:
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You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before you install the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip).
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Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all Service Update Supplements (SUS) associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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6
Standard 10.15
Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For details on uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 9. if you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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9
Standard 10.15
Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: When the system finishes installing the patch, the completed window appears. 10
Click Finish. Result: The patch installation is now complete.
1604
11
If you receive a prompt to restart the Contact Center Manager Administration server for the update to take effect, click Yes.
12
Repeat steps 6-11 to install other Service Update Supplements that correspond to the latest Service Update.
13
After all the latest SU and SUS are installed, close all windows and restart the server.
14
If you installed SU04, you must complete additional tasks. See Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 150.
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Applying a Designer Patch A Designer Patch (DP) is a critical patch that is released to a limited number of customers to address specific customer issues. A DP is usually posted to a secure location and installed on the recommendation of a Nortel support technician. 1
On the Contact Center Manager Administration server, create a folder named CCMA_6.0_DP_ where corresponds to the version number of the Designer Patch to install.
2
Download the Designer Patch and save it on the Contact Center Manager Administration server. Designer Patches are packaged as .zip files.
3
Extract the contents of the .zip file to the CCMA_6.0_DP_ folder.
4
Double-click the Designer Patch .msi to start the installation. Result: The welcome window appears, listing the Designer Patch to install. A message box appears asking if you want to read the readme file.
5
Click Yes to read the file. The readme file can contain important information about the patch to install, such as a list of dependent patches, any pre- or postinstallation tasks to perform, or the need to manually stop services. Nortel recommends that you read the file before installing the patch.
6
Click Next. Result: The Ready to Install window appears. If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
7
Click Install. Result: The Installing window appears, showing you the progress of the installation. When the system finishes installing the patch, the completed window appears Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files.
8
Click Finish. Result: The patch installation is now complete.
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Applying Service Updates, Service Update Supplements, and Designer Patches
9
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Standard 10.15
If you receive a prompt to restart the Contact Center Manager Administration server, click Yes.
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Uninstalling an update If you have multiple Administrator accounts, you must always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account and then install the next update or uninstall the current patch while logged on with a different account, the installation or uninstallation fails.
Uninstalling Service Updates, Service Update Supplements, and Designer Patches If the server has multiple patches applied (for example, a Service Update and one or more Service Update Supplements or Designer Patches), you can uninstall only the most recently installed patch or you can uninstall all Designer Patches, Service Update Supplements, and Service Updates at the same time. To successfully uninstall a patch, you must log on to the server under the same administrator account with which you logged on when you installed the patch. If you have multiple Administrator accounts, you must always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account, profile and then install the next update or uninstall the current patch while logged on with a different account, the installation or uninstallation fails. You cannot uninstall a previous Service Update Supplement or Designer Patch and leave a later one installed. You must uninstall the last patch that you applied, followed by the preceding patch (if you want to uninstall more than one patch). For example, if the server has CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102 installed, you must first uninstall SUS_0102 and then uninstall SUS_0101.
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Standard 10.15
Uninstalling a Service Update, Service Update Supplement, or Designer Patch 1
On the server, click Click Start > All Programs > Nortel Contact Center > Manager Administration > Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
2
To uninstall only the last patch applied, click Uninstall Last. Result: The system removes the last patch you applied. If you need to restart the server, the system notifies you. OR To uninstall all patches listed, including the Service Update, click Uninstall All. Result: A message box appears asking you to confirm your choice and the system uninstalls all patches in the order last on, first off. If you need to restart the server, the system notifies you.
3
Click Refresh in the Patch Viewer utility window to view the updated list of patches. You can also uninstall patches one at a time by using the Windows Add or Remove Programs utility.
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Applying Contact Center Manager Administration 6.0 SU04 If you install SU04 on an existing install of Contact Center Manager Administration, you must complete the server postinstall tasks in this section. The client postinstall are required to enable enhanced security. When you install SU04, you can install Windows Server 2003 Service Pack 2. To view the supported install orders for Windows Server 2003 Service Pack 2, see “SU04 and Windows Server 2003 Service Pack 2” on page 1619.
Contact Center Manager Administration SU04 server postinstall tasks If you install SU04 on an existing install of Contact Center Manager Administration server, you must complete the following on the server:
Add the IUSR_SWC user to the IIS_WPG group.
Reset the NT_WebServicesPool to run under the IUSR_SWC user.
Assign the IUSR_SWC user Read Access to the Windows\Temp folder.
Restart IIS.
Contact Center Manager Administration SU04 client post-install tasks (optional) To enable the Contact Center Manager Administration SU04 security enhancements, you must apply SU04 to all Contact Center Manager Administration servers that the clients access, and then complete the following changes on all of the clients:
Remove about:blank from your trusted sites and add it to the restricted sites in your browser. Set the Initialize and script ActiveX controls not marked as safe security setting for the trusted sites zone to Disable.
Contact Center Manager Administration SU04 functions correctly if you do not apply these settings, but the enhanced security is disabled. Installation and Maintenance Guide
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Standard 10.15
To work with an earlier version of Contact Center Manager Administration, you must revert these changes. Nortel recommends that you apply SU04 to all of the Contact Center Manager Administration servers that the clients access before you make the changes security settings.
Adding the IUSR_SWC user to the IIS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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Applying Service Updates, Service Update Supplements, and Designer Patches
In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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4
Standard 10.15
Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK. Result: The IUSR_SWC Properties dialog box closes.
10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Reset the NT_WebServicesPool to run under the IUSR_SWC user You require the IUSR_SWC password to complete this procedure. If you forgot or lost the password, you must reset it. To reset the password complete the following procedure first. If you know the IUSR_SWC password, proceed to “Resetting the NT_WebServicesPool to run under the IUSR_SWC user” on page 1615. Resetting the IUSR_SWC password 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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3
Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Applying Service Updates, Service Update Supplements, and Designer Patches
Click Proceed. Result: The Set Password for IUSR_SWC dialog box appears.
6
In the New password box, type the new password for this account.
7
In the Confirm password box, retype the new password.
8
Click OK. Result: A dialog box appears confirming that the password was set.
9
Click OK. Result: The system changes the password.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
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4
Standard 10.15
Click the Identity tab. Result: The Identity page appears.
5
Select the Configurable option.
6
Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
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In the Password box, type the IUSR_SWC password. Contact Center Manager Administration
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if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.” 10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
Restarting IIS 1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Standard 10.15
Removing about:blank 1
Launch Internet Explorer.
2
Select Tools > Internet Options. Result: The Internet Options dialog box appears.
3
Select the Security tab.
4
On the Security page, click the Trusted Sites icon.
5
Click Sites. Result: The Trusted Sites dialog box appears.
6
In the Web sites box, highlight about:blank.
7
Click Remove.
8
Click OK to close the Trusted Sites dialog box.
9
Proceed to “Setting the Initialize and script ActiveX controls not marked as safe security setting” on page 1618.
Setting the Initialize and script ActiveX controls not marked as safe security setting 1
In the Internet Options dialog box, click Custom Level. Result: The Security Settings dialog box appears.
2
Scroll to the Initialize and script ActiveX controls not marked as safe security setting.
3
Select the Disable option.
4
Click OK. Result: A warning box appears asking you to confirm the change.
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5
Click Yes.
6
Click OK to close the Internet Options dialog box.
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Applying Service Updates, Service Update Supplements, and Designer Patches
SU04 and Windows Server 2003 Service Pack 2 If you install SU04, you can install Windows Server 2003 Service Pack 2. This section describes the installation orders that Nortel supports.
Install Windows Server 2003 Service Pack 2 during a fresh installation If you install Windows Server 2003 Service Pack 2 when you perform a fresh installation of Contact Center Manager Administration, you must perform the install in the following order. 1.
Install Windows Server 2003.
2.
Install Windows Server 2003 Service Pack 2.
3.
Install Contact Center Manager Administration 6.0.
4.
Install Contact Center Manager Administration 6.0 SU04.
Install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration If you install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration or when you upgrade Contact Center Manager Administration, you must choose from one of the following install options. The important thing to note is that you must install ADAM Service Pack 1 before you install Windows Server 2003 Service Pack 2. Option 1 1.
Install Windows Server 2003.
2.
Install Contact Center Manager Administration 6.0.
3.
Install Contact Center Manager Administration 6.0 SU04.
4.
Install ADAM Service Pack 1.
5.
Install Windows Server 2003 Service Pack 2.
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Standard 10.15
Option 2 1.
Install Windows Server 2003.
2.
Install Contact Center Manager Administration 6.0.
3.
Install ADAM Service Pack 1.
4.
Install Windows Server 2003 Service Pack 2.
5.
Install Contact Center Manager Administration 6.0 SU04.
Reinstalling Contact Center Manager Administration with Windows Server 2003 Service Pack 2 If Windows Server 2003 Service Pack 2 is currently installed on the Contact Center Manager Administration server, to reinstall Contact Center Manager Administration, you must choose from one of the following install options. Option 1—Reinstall with preserved customer data 1.
Uninstall Contact Center Manager Administration and preserve customer data.
2.
Reinstall Contact Center Manager Administration using preserved customer data.
Option 2—Reinstall without preserved customer data
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1.
Uninstall ADAM Service Pack 1.
2.
Uninstall Contact Center Manager Administration and do not preserve Customer data.
3.
Reinstall Contact Center Manager Administration.
4.
Reinstall ADAM Service Pack 1.
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How to troubleshoot incorrect Windows Server 2003 SP 2 installations The following section describes how to troubleshoot incorrect Windows Server 2003 Service Pack 2 installations.
You installed ADAM Service Pack 1 during a fresh installation If you completed the following installation order when you install Windows Server 2003 Service Pack 2 during a fresh installation, the installation fails. 1.
Install Windows Server 2003.
2.
Install ADAM Service Pack 1.
3.
Install Windows Server 2003 Service Pack 2.
4.
Install Contact Center Manager Administration 6.0.
You cannot install Contact Center Manager Administration over ADAM Service Pack 1 because the Contact Center Manager Administration base install was created prior to the existence of ADAM Service Pack 1 and contains a version of the ADAMinstall.exe program that is not supported in ADAM Service Pack 1. Solution You must uninstall ADAM Service Pack 1. 1
Uninstall Contact Center Manager Administration.
2
Uninstall ADAM Service Pack 1.
3
Install Contact Center Manager Administration
4
Install Contact Center Manager Administration SU04.
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Standard 10.15
You installed Windows Server 2003 Service Pack 2 on an existing installation without installing ADAM Service Pack 1 If you complete the following installation order when you install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration, the installation fails. You must install ADAM Service Pack 2 before you can install Windows Server 2003 Service Pack 2. 1.
Install Windows Server 2003.
2.
Install Contact Center Manager Administration
3.
Install Contact Center Manager Administration 6.0 SU04
4.
Install Windows Server 2003 Service Pack 2.
Solution Microsoft recommends the following solution. 1
Uninstall Windows Server 2003 Service Pack 2.
2
Download and install ADAM Service Pack 1. To download ADAM Service Pack 1, search for ADAM Service Pack 1 on the Microsoft Web site (www.microsoft.com).
3
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Reinstall Windows Server 2003 Service Pack 2.
Contact Center Manager Administration
Chapter 14
Resiliency (backup, restore, and disaster recovery) In this chapter Overview
1624
Section A: About replicating servers
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Section B: How to recover from a CCMA server failure
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Section C: How to create CCMA data backups
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Section D: How to restore CCMA data
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Standard 10.15
Overview To prevent loss of data and to reduce Contact Center Manager Administration downtime in the event of a server failure, you must have a Contact Center Manager Administration resiliency plan in place. Your Contact Center Manager Administration resiliency plan minimizes the Contact Center Manager Administration downtime by offering solutions to protect data and quickly recover in the event of a server failure disaster such as a power outage or server malfunction. In addition to offering protection from server failures, a resiliency plan helps you in the following scenarios:
To upgrade to newer versions of Contact Center Manager Administration, so you can revert back to the previous version of the software, if necessary.
To roll back erroneous data.
To migrate your Contact Center Manager Administration to a new server.
Best practices for Contact Center Manager Administration resiliency There are two strategies that you can build into your Contact Center Manager Administration resiliency plan, depending on the specific requirements of your contact center. 1.
Schedule backups of your Contact Center Manager Administration data at regular intervals and store the backup files to a secure location (recommended for all contact centers).
2.
Install a replicating server with the same Contact Center Manager Administration version and Service Update as the primary server (optional).
Installing a replicating server is not a replacement for scheduling backups of your Contact Center Manager Administration data at regular intervals. For information, see “About installing a replicating server (optional)” on page 1625.
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Resiliency (backup, restore, and disaster recovery)
About scheduling backups of your Contact Center Manager Administration data (recommended for all contact centers) When you back up your Contact Center Manager Administration data files, you save Contact Center Manager Administration data from a specific point in time to a secure location such as tape drive or a network drive. In the event of a server failure, you can restore your backup files to your Contact Center Manager Administration server, resulting in minimal loss of data. It is important that all contact centers schedule backups of their Contact Center Manager Administration data at regular intervals. Nortel recommends that you back up your contact center data at least once a day (or more frequently, based on your contact center requirements). Nortel also recommends that you perform backups during periods of low activity. Scheduling backups of your Contact Center Manager Administration data at regular intervals minimizes loss of data in the event of a server failure. However, restoring backup files to your existing server (or to a new server in the case of a serious server malfunction) takes time, resulting in an interruption of access to your Contact Center Manager Administration application while the restoration process takes place. If minimal Contact Center Manager Administration downtime is an important requirement in your contact center, consider installing a replicating server as an additional strategy to support your Contact Center Manager Administration resiliency plan. About installing a replicating server (optional) Active Directory Application Mode (ADAM) is a Microsoft information storage framework. Contact Center Manager Administration stores some of its data files in ADAM.
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Resiliency (backup, restore, and disaster recovery)
Standard 10.15
During an installation of Contact Center Manager Administration, you can choose to replicate ADAM files from an existing Contact Center Manager Administration server. Replication provides additional resiliency of the Contact Center Manager Administration data by allowing objects created in one Contact Center Manager Administration ADAM instance to be automatically copied to any other Contact Center Manager Administration ADAM instance to which it is joined through replication. ATTENTION
Replication is possible only when the primary server and the replicating servers are members of the same domain. If your primary server is installed as a workgroup, you must first change the primary server to a domain before attempting to install a replicating server.
In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access to all data files stored in ADAM from the primary server. Replication lets Contact Center Manager Administration users immediately point their browser to the replicating Contact Center Manager Administration server and maintain a level of productivity with minimal interruption. It is important to understand that ADAM replication is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you install a replicating server, for the following reasons:
1626
Not all Contact Center Manager Administration data files are replicated. You cannot use replication to roll back data to a specific point in time, which may be required.
Contact Center Manager Administration
December 2007
Resiliency (backup, restore, and disaster recovery)
Section A: About replicating servers
In this section Overview
1628
About Active Directory Application Mode replication
1629
How to set up ADAM replication
1633
Active Directory Application Mode and service accounts
1634
How to stop and start Active Directory Application Mode replication
1636
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Resiliency (backup, restore, and disaster recovery)
Standard 10.15
Overview In addition to scheduling backups of your Contact Center Manager Administration data files, you can install a replicating server. In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access all data files stored in ADAM from the primary server. Contact Center Manager Administration users can use replication to immediately point their browser to the standby Contact Center Manager Administration server and to maintain a level of productivity without minimal interruption of access to the Contact Center Manager Administration application. Note that ADAM replication is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you have a standby server installed with replication enabled, for the following reasons:
Not all Contact Center Manager Administration data files are replicated. You cannot use replication to roll back data to a specific point in time, which may be required.
This section details background information about Active Directory Application Mode (ADAM) and about service accounts. Preinstallation, installation, and postinstallation steps to install a replicating server are detailed in Chapter 6, “How to install and configure the replicating server (optional)”.
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About Active Directory Application Mode replication Active Directory Application Mode (ADAM) is a Microsoft information storage framework, and runs as a non-operating system service. The server on which it is installed does not have to be a domain controller. Instead, ADAM can be installed on a Contact Center Manager Administration server that is a member of an existing domain (even an existing NT domain). In Contact Center Manager Administration, you can replicate the following data files that are stored in ADAM:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
For more information about ADAM, see the Microsoft Web site at www.microsoft.com. After you install ADAM on the Contact Center Manager Administration server, to consult the ADAM online Help, click Start > All Programs > ADAM > ADAM Help.
Active Directory Application Mode and replication Replication means that you share the data stored in one ADAM instance, back and forth with another ADAM instance, ensuring that the replicated data is the same across both servers. While you may have access to multiple ADAM instances, and multiple Contact Center Manager Administration-specific ADAM instances, each Contact Center Manager Administration server can have only one Contact Center Manager Administration-specific ADAM instance. To
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maintain the integrity of your Contact Center Manager Administration data, you can replicate a Contact Center Manager Administration-specific ADAM instance only with one or more other Contact Center Manager Administrationspecific instances of ADAM. Replication helps to ensure the resiliency of the Contact Center Manager Administration data that is stored on the Contact Center Manager Administration server by allowing objects created in one Contact Center Manager Administration ADAM instance to be automatically copied to any other Contact Center Manager Administration ADAM instance to which it is joined through replication. In this way, replication can help you to recover in the event of a Contact Center Manager Administration server failure by providing immediate access to all information stored in ADAM. A standby server with replication enabled lets Contact Center Manager Administration users immediately point the browser to a secondary Contact Center Manager Administration server and maintain a level of productivity. Do not use replication as your only method of backing up Contact Center Manager Administration data for the following two reasons:
Not all Contact Center Manager Administration data is replicated. You cannot use replication to roll back data to a specific time, which may be required.
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Replication is possible only when the primary server and the replicating servers are members of the same domain. If your primary server is installed as a workgroup, you must first change the primary server to a domain before attempting to install a replicating server.
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Active Directory Replication Monitor To monitor Active Directory replication issues, you can use the Active Directory Replication Monitor (ReplMon.exe). The Active Directory Replication Monitor is a graphical user interface tool that is included with Windows Server 2003 Support Tools. You can use the Active Directory Replication Monitor to view the status of Active Directory replication, verify replication topology, force synchronization between domain controllers, and monitor the status and performance of domain controller replication. For more information about replmon and about how to install, see the Microsoft Web site, www.microsoft.com.
Replicated data in Contact Center Manager Administration If you choose to replicate ADAM during your Contact Center Manager Administration installation, certain Contact Center Manager Administration data files are copied between replicated servers. The following data is replicated between servers within the same domain:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
The preceding list of data is exchanged between the Contact Center Manager Administration servers, so that if it is changed on one server, it is replicated to the other Contact Center Manager Administration servers. However, not all Contact Center Manager Administration data is stored in ADAM, and therefore cannot be replicated. In the event of a server failure disaster, you must restore these files from your backup files to the standby server. The data that is not replicated includes:
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
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user-created historical reports that are imported into Contact Center Manager Administration
real-time report exported files
Emergency Help exported files
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Report Creation Wizard user-created formulas (stored in the file RCW.mdb) Report Creation Wizard user-created reports and report definitions
For information about how to back up Contact Center Manager Administration data, see Section C: “How to create CCMA data backups,” on page 1645.
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How to set up ADAM replication To set up ADAM replication, you must complete the following tasks: 1.
Install the Contact Center Manager Administration server software on the primary server without replication and as part of a domain. If the primary server is in a work group, you must move it into a domain before you can install the secondary replicating server.
2.
On the secondary server, log on to the domain as the administrator or as a user with administrative privileges.
3.
On the secondary server, install the Contact Center Manager Administration server software with replication and as part of the same domain as the primary server.
4.
While installing the Contact Center Manager Administration server software with replication on the secondary server, point the secondary server ADAM instance to the primary server ADAM instance.
Restrictions Note the following restrictions when setting up ADAM replication.
You cannot enable replication after you install ADAM. You can enable it during the install only. You can install only one instance of ADAM on a Contact Center Manager Administration server. You can point a Contact Center Manager Administration server ADAM instance to another Contact Center Manager Administration server ADAM instance only if you installed both instances with Contact Center Manager Administration. You cannot point the secondary server ADAM instance to the primary server ADAM instance after you install the secondary server; it must be done during the install.
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Active Directory Application Mode and service accounts When you install ADAM on the Contact Center Manager Administration server, ADAM runs as a service and requires a service account. The type of ADAM service account that you can choose during the ADAM installation depends on the Windows workgroup or domain environment into which you install ADAM, and whether this is the first instance that you install in your network, or if you replicate an existing instance. For Contact Center Manager Administration to function properly, the server on which ADAM is installed must not be a domain controller. If you install one instance of ADAM only, ADAM can be a member of a domain or a workgroup. However, to replicate an ADAM instance, both the first ADAM instance and the replicating ADAM instance must be in a domain. If you replicate an existing instance, then your choices for the service account for this new instance vary according to:
the Windows domain into which the original ADAM instance was installed
the service account chosen for the original ADAM instance
Before you install the first instance of ADAM (with replication), you must note the environment into which you install it. When you replicate an existing instance, you must note both the environment into which you install the replica instance and the type of service account chosen for the original instance. By default, ADAM is always installed as a network service account unless you manually change the service account settings to domain user or workstation user. Example: first ADAM instance If you install the first instance of ADAM within a Windows Server 2003 domain or forest, ADAM is installed as a network service account by default. To change the service account to a domain user or a workstation user, you must do so manually.
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Example: replica of existing ADAM instance If you install a replica of an existing Contact Center Manager Administration ADAM instance, your choices are limited according to the type of service account chosen of the original ADAM instance. For example, if the original ADAM instance was installed in a Windows NT 4.0 domain, and the service account chosen for it was a workstation user, then your only choice for the service account for the replicated instance is also a workstation user. By default, ADAM is always installed as a network service account unless you manually change the service account settings to domain user or workstation user. Therefore if you decide to move your first ADAM instance from a workgroup to a domain, the system will automatically install ADAM as a network service account. For more information, you can also consult the Microsoft documentation. The following table outlines the ADAM service account options that are available to you based on the environment into which you install ADAM:
Domain context
Service account (primary server)
Windows Server 2000 Network service domain or forest OR Windows Server 2003 Workstation user domain or forest Domain user Windows NT 4.0 domain
Default replication Service account authentication (secondary server) method
Network service or Domain user
Negotiated
Workstation user
Negotiated pass-through
Network service or Domain user
Negotiated
Workstation user Workstation user
Negotiated pass-through
Domain user
Negotiated
Domain user
By default, ADAM is always installed as a network service account unless you manually change the service account settings to domain user or workstation user.
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How to stop and start Active Directory Application Mode replication Times can arise when you need to stop and start ADAM replication. The following section describes how to stop and start replication.
Stopping replication on replicating servers Complete the following procedure on all replicating servers to stop replication. 1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To disable outbound replication, type repadmin /options +DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Starting replication Complete the following procedure on each replicating server to restart replication.
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1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To enable outbound replication, type repadmin /options -DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
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Section B: How to recover from a CCMA server failure
In this section Overview
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How to recover from CCMA failure (with no replicating server installed)
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How to recover from CCMA failure (with replicating server installed)
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Overview If the Contact Center Manager Administration server hardware fails, you need to restore your backup data quickly. ATTENTION
When you restore Contact Center Manager Administration data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the Contact Center Manager Administration server. For example, if your Contact Center Manager Administration server currently contains Contact Center Manager Administration Release 6.0, then you can restore a backup of Release 6.0 data only onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
The following procedures provide a quick overview of the steps required to recover from a server failure.
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How to recover from CCMA failure (with no replicating server installed) The following numbered list provides a quick reference to tasks that you must perform in the event of a Contact Center Manager Administration server failure when you do not have a replicating server installed. For detailed procedures for these tasks, see “How to restore data” on page 1675. 1.
If your Contact Center Manager Administration server is still functioning, you can restore data files to your existing Contact Center Manager Administration server. However, if you have a serious server malfunction and cannot restore data to your existing server, you need to install Contact Center Manager Administration on a new server and restore data files to the new Contact Center Manager Administration server. For information about installing Contact Center Manager Administration, see Chapter 3, “Install the software on the primary server.”
2.
On your existing Contact Center Manager Administration server or on the new server with Contact Center Manager Administration installed, shut down the SymposiumWC service.
3.
Perform a restore either using the appropriate backup and restore utility. For a list of backup files that you need to restore, see “Restoring data with the Nortel Backup and Restore utility” on page 1676. This data restore takes less than 5 minutes.
4.
Manually restart the SymposiumWC service.
5.
Manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration. At this point your Contact Center Manager Administration is operational except for scheduled information.
6.
Reactivate scheduled assignments. a) Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate.
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b) Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate.
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7.
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
8.
If you change the name of the Contact Center Manager Administration server after the installation on the new server (for example, to revert to the computer name of the source server), you must change the computer name in utilities that require the computer name. For step-by-step instructions, see “Change the Contact Center Manager Administration server name” on page 2092.
9.
Ensure that the computer name of the Contact Center Manager Administration server is correct on all client PCs.
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How to recover from CCMA failure (with replicating server installed) The following numbered list provides a quick reference to the tasks that must be performed in the event of a Contact Center Manager Administration server failure when you have a replicating server installed. For detailed procedures for these tasks, refer to “How to restore data,” on page 1675. 1.
Update the URL that refers to the Contact Center Manager Administration server on all client PCs. For details about functionality that is immediately available from the replicating server, see “Functionality that is immediately available from the replicating server,” on page 1642.
2.
On each agent workstation, launch the Server IP Addresses Configuration window from Agent Desktop Display and switch to the standby server. For details, see “How to switch to the standby server in Agent Desktop Display” on page 1688.
3.
On the replicating server, perform a restore using the appropriate backup and restore utility. Important!: If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored on the replicating server. For a list of backup files that need to be restored, see “Backup files to be restored for full functionality after the replicating server is brought online” on page 1643. Restoring files takes less than five minutes.
4.
If you did not configure your Real-Time Reporting and Emergency Help settings on the replicating server, you must manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration.
5.
Reactivate scheduled assignments.
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a) Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate. b) Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate. 6.
If you have a Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
Functionality that is immediately available from the replicating server In a Contact Center Manager Administration server failure disaster with replication enabled, all of the information contained in ADAM is replicated to the secondary server. As a result, functions required for immediate operation of the contact center are maintained. The following functions are maintained and immediately available from the replicating server:
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Access and Partition Management User details, names, usernames, passwords, basic access rights, and assigned associated supervisors are maintained. Assigned partition information (that is, standard and user defined partitions) are maintained. All User Defined partitions information (that is, agents, applications, CDN, DNIS, report groups and skillsets) are maintained. Configured access class levels are maintained. Real-Time Displays Real-Time public and private displays are maintained. Public and private graphical displays and collections are maintained. Real-Time Display templates are maintained. Historical Reports Standard and custom report groups are maintained. Public reports are maintained. You must not add new custom report groups. Contact Center Management Contact Center Manager Administration
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All agents, supervisors, agent-supervisor and agent-skillset assignments are maintained (these are stored on the Contact Center Manager Server).
Configuration All assignments are maintained. Scripting Scripts, script variables, and call routing are maintained (these are stored on the Contact Center Manager Server). Report Creation Wizard Report Creation Wizard can be used to create reports but these reports are lost after a restore. Existing user created reports and user created formulae are unavailable.
Backup files to be restored for full functionality after the replicating server is brought online The files and folders that are backed up are:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
(where <x> is the Contact Center Manager Administration install directory) In a server failure situation, the replicating server already contains a replicated version of ADAM and therefore ADAM files need to be excluded from the restore. Some Contact Center Manager Administration information is held in flat files or databases outside of ADAM. To enable all features in Contact Center Manager Administration you must restore the following files and folders to the replicating server:
Access and Partition Management—Restore Nortel Networks\Wclient\Apps\AccessMgmt\counter.xml Do not add new custom report groups before restoring this file. The file maintains a list of custom report IDs for ADAM. Adding new report groups can cause overwriting of existing custom reports.
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Historical Reporting—Restore Nortel Networks\WClient\Apps\Historical\data. Private historical reports, user-created historical reports and related filters are unavailable before folder restore. Scheduling data for historical reports is restored, but you must reactivate scheduled reports to reschedule the reports in the MS Windows Scheduler of the replicating Contact Center Manager Administration. Real-Time Reports—Restore Nortel Networks\Wclient\Apps\RealTime\Exports. Exported real-time graphical displays are stored in this folder location. All other Real-Time Display data is held in ADAM and therefore covered by replication. Contact Center Management—Restore Nortel Networks\WClient\Server\Common\Icedb\Schedule.mdb. Scheduling data for Contact Center Management for agent-supervisor and agent-skillset assignments are contained in this file. If you use XML Assignments, you must back up the user-defined folder location (on primary Contact Center Manager Administration) of the xml files you previously saved if you want to use them again. Configuration—Restore Nortel Networks\WClient\Server\Common\Icedb\Schedule.mdb. Routing table assignments are restored by same file as CCM assignments. Report Creation Wizard—Restore...\Nortel Networks\WClient\Server\RCW\data\RCW.mdb and ...\Nortel Networks\Wclient \Apps\Reporting\Historical\rpt\RCW
After you restore from a backup file, all previously configured information in the areas described are overwritten.
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Section C: How to create CCMA data backups
In this section Overview
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How to back up Contact Center Manager Administration data files
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How to back up Real-Time Reporting and Emergency Help configurations1669
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Overview Nortel recommends that all contact centers perform regular backups of Contact Center Manager Administration data files to a secure location such as a tape drive or network drive. You can help your contact center to recover from events, such as data loss and damage due to disk failures and power outages, by creating a backup of your contact center data. This applies to both data on the Contact Center Manager Administration server and on the server in Contact Center Manager Server. (This can be the same server if you work on a co-resident installation.) This section describes backup procedures for the Contact Center Manager Administration server. For information about how to backup files on the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
Why you need to back up data You must back up data in the following scenarios:
When you upgrade to newer versions of Contact Center Manager Administration, you must perform a backup just before upgrading so you can revert back to the previous version of the software, if necessary. When you need to migrate Contact Center Manager Administration data to a new server. When you want to roll back erroneous data. When you need to recover from catastrophic events (such as data loss and damage due to disk failures and power outages).
If you decide to install replicating server, you must still perform regular backups of the primary Contact Center Manager Administration server. Unlike ADAM replication, backups provide snapshots of your Contact Center Manager Administration data files at moments in time. Therefore, do not use ADAM replication as the only method of backing up Contact Center Manager Administration data for the following two reasons:
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Not all Contact Center Manager Administration data is stored in ADAM and therefore is not replicated. You cannot use replication to roll back data to a specific time, which may be required.
For more information about installing a replicating server, see Section A: “About replicating servers,” on page 1627.
Contact Center data files and servers When planning your backup strategy, it is useful to know which data is stored in Contact Center Manager Administration and which data is stored in Contact Center Manager Server, and the business consequences of a Contact Center Manager Administration or Contact Center Manager Server failure. Contact Center Manager Server data files Contact Center Manager Server data includes:
agents, supervisors, skillsets and all their related assignments (accessed through Contact Center Management) CDNs, DNISs and all the other data items (accessed through the Configuration component)
Because all of your user/agent assignments, CDNs, and DNISs are stored on the Contact Center Manager Server, if your stand-alone Contact Center Manager Administration server fails, calls continue to be routed according to your defined scripts and your contact center is still able to receive calls. Contact Center Manager Administration data files Contact Center Manager Administration data includes:
schedule information for historical reports partitions, access classes, report groups, and the Contact Center Manager Administration users
real-time display configuration data and real-time display filters
private historical reports
Contact Center Management scheduled assignment information
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When the Contact Center Manager Administration server fails, your supervisors and administrators cannot access the Contact Center Manager Administration application. Therefore in the event of a Contact Center Manager Administration server failure, access to real-time displays, agent desktop display, schedule information for historical reports is interrupted.
Contact Center Manager Administration data files Contact Center Manager Administration makes use of Active Directory Application Mode (ADAM) and other data files to store application data. The data files that are stored in ADAM are:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
The data files that are stored outside of ADAM are:
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
real-time report exported files
Emergency Help exported files
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user-created historical reports that are imported into Contact Center Manager Administration
Report Creation Wizard user-created formulas (stored in the file RCW.mdb)
Report Creation Wizard user-created reports and report definitions
Audit Trail events
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When to back up Contact Center Manager Administration data This section describes when to back up Contact Center Manager Administration data. Scheduling backups Nortel recommends that you back up your Contact Center Manager Administration data at least once a day (or more frequently, based on your contact center requirements) to avoid loss of data in the event of a server failure. Nortel also recommends that you schedule backups during periods of low activity. Synchronizing Contact Center Manager Administration backups with Contact Center Manager Server backups To ensure the proper functionality of Contact Center Manager Administration, your Contact Center Manager Administration data and your Contact Center Manager Server data must be synchronized. Therefore, each time you back up the Contact Center Manager Server database, you must perform a backup of the Contact Center Manager Administration server at the same time. Likewise, you must restore the Contact Center Manager Administration server and the Contact Center Manager Server database at the same time. However, because the Contact Center Manager Server data files do not change as often as Contact Center Manager Administration data files, it is possible to back up your Contact Center Manager Administration server without backing up Contact Center Manager Server at the same time, if required. Performing one-time backups You must perform a full backup of your Contact Center Manager Administration before you initiate major changes to your Contact Center Manager network if one of the following situations occurs:
You upgrade Contact Center Manager Administration
You migrate Contact Center Manager Administration to a new server
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Methods of backing up data You can choose from four options when backing up your Contact Center Manager Administration data. Choose the option that is most suitable for your organization. Nortel Backup and Restore utility You can use the Nortel Backup and Restore utility
to back up a preselected series of Contact Center Manager Administration files, including Historical Reporting files, ADAM files, and database files. to schedule either singular backup tasks or multiple backup tasks on a daily, weekly, or monthly basis.
Once you complete a backup, the backup file is automatically verified. You cannot use this utility to back up operating system files. If you need to back up other files, such as operating system files or data files that are not related to Contact Center Manager Administration, you must use the Windows Backup utility or the third-party backup utility of your choice. For details about using the Nortel Backup and Restore utility, see “Option 1: Backing up Contact Center Manager Administration data files by using the Nortel Backup and Restore utility” on page 1654. Microsoft Windows Backup Tool You can use the Microsoft Windows Backup Tool to back up the Contact Center Manager Administration data files. With this method, you select the data files that you need to back up. You can use this method to schedule backups on an ongoing basis. For details about using the Microsoft Windows Backup Tool, see “Option 2: Back up Contact Center Manager Administration data files using the Microsoft Windows Backup Tool” on page 1664.
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Third-party backup tool of your choice There are several other third-party tools that can perform similar back up functions. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. For details, see “Option 3: Known issues when backing up data using Veritas Backup Exec 9.1” on page 1666. ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Manually copying files You can manually copy the files to a secure storage location, such as a tape drive or a safe network drive. For details about manually copying files, see “Option 4: Backing up Contact Center Manager Administration data files by manually copying files” on page 1668. CAUTION Risk of loss of data .
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on a new server.
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Backing up Real-Time Reporting and Emergency Help Configuration settings In addition to backing up files using one of the options listed, you must take note of your Real-Time Reporting Configuration settings (IP Send Address and IP Receive Address) and your Emergency Help configuration settings whenever these settings change. Your Real-Time Reporting configuration settings and your Emergency Help configuration settings are manually reconfigured during the restoration process. For details, see “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669.
Backing up and restoring data on a co-resident server To keep data synchronized between Contact Center Manager Administration and Contact Center Manager Server on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a co-resident environment, when you perform a full backup of Contact Center Manager Server, the entire server is backed up, including Contact Center Manager Administration. This ensures that the data between the two applications is always synchronized. Whenever you perform a partial backup of Contact Center Manager Server, you must ensure that you also perform a backup of Contact Center Manager Administration. Furthermore, you must store both backups in the same location. For information about performing backups in Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
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Performing full backups of the Contact Center Manager Administration server Nortel also recommends that before you perform a migration or significant upgrade, that you make a complete backup of the entire Contact Center Manager Administration server including Active Directory Application Mode (ADAM) and the system state, by using the Microsoft Windows backup method, or by using a proven third-party backup tool of your choice. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. If you encounter a problem with a migration or upgrade procedure, or if you encounter a product problem, you can use the full backup you create to return the source server to its original state, if required. For details about creating full backups of the application server, refer to Microsoft documentation or the documentation of the third-party backup tool of your choice.
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How to back up Contact Center Manager Administration data files To back up Contact Center Manager Administration data files, you can select one of the following options:
Back up data using the Nortel Backup and Restore utility—For details see, “Option 1: Backing up Contact Center Manager Administration data files by using the Nortel Backup and Restore utility” on page 1654. Back up data using the Microsoft Windows Backup Tool—For details see, “Option 2: Back up Contact Center Manager Administration data files using the Microsoft Windows Backup Tool” on page 1664. Back up data using a third-party backup option of your choice—For details, see “Option 3: Known issues when backing up data using Veritas Backup Exec 9.1” on page 1666. Back up data by manually copying files—For details, see “Option 4: Backing up Contact Center Manager Administration data files by manually copying files” on page 1668. CAUTION Risk of loss of data
.
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on a new server.
Option 1: Backing up Contact Center Manager Administration data files by using the Nortel Backup and Restore utility The Nortel Backup and Restore utility is automatically installed on the Contact Center Manager Administration server when you install the Contact Center Manager Administration software. When you back up the server with this utility, you can
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save a single file that is a snapshot of the preselected Contact Center Manager Administration files to a predefined file location on the server or to a location on another server in the same domain. To backup to another server in the domain, you must map a drive to that server. have write privileges on that server. save the preselected files to a tape drive. schedule automatic backups of data on a daily, weekly, or monthly basis to run during periods of low contact center activity. to synchronize Contact Center Manager Administration backups with scheduled Contact Center Manager Server backups. schedule multiple backup tasks.
You can then use the backup file to restore the Contact Center Manager Administration files to the state in which they were when the last scheduled backup occurred. After you complete the backup, the backup file is automatically verified. You can use this utility to back up the files located in the following folders (where C is the drive on which you installed Contact Center Manager Administration):
ADAM-specific data stored in the following folders: C:\Program Files\Microsoft ADAM\ C:\Windows\ADAM Historical reporting template files (both imported and custom) and Audit Trail event logs that are stored in the following folders: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\ C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb The Report Creation Wizard database files that are stored in the following folder: C:\Program Files\Nortel Networks\Wclient\Server\RCW\Data A record of displays for real-time reporting exported to the following folder:
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C:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime\Exports\
An index file for Custom Report Groups that is stored in the following folder: C:\Program Files\Nortel Networks\WClient\Apps\AccessMgt\AccessXML\ A record of displays for Emergency Help that is exported to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports\
The file Backup.bks lists all the individual files that you need to back up. This file is created when you run the utility and can be found at the following location: C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Backup.bks When you back up the files with this utility, the system creates a single file that you can then use to restore the individual files that were backed up on the server. By default, this file is called Restore.bkf and is located in the following default folder: C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Restore.bkf Nortel recommends that you change the name of the backup file to: CCMA6_[SUxx]_Restore.bkf where [SUxx] is replaced with the last SU or SUS installed. Backing up data using the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click Backup & Restore. Result: The Nortel Backup and Restore utility appears.
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Select the Backup tab. Result: The Backup window opens.
5
To save the backup file to a file location: a. Select the File option. b. Review the default location of the backup file, Restore.bkf. This is the file that the utility creates when you back up the Contact Center Manager Administration files. The file contains a snapshot of all Contact Center Manager Administration files that you back up. OR To change the default name or location of this file, click Browse and navigate to the location in which you want to store the file, and type a new file name, if desired. If the Contact Center Manager Administration server is in a domain, you can back up files to another server in that domain. To select a file location on another server in the domain, you must map a drive to that server and must have read/write privileges on that server. c. From the Archive Backup Files every list, select the number of backup files that you want to keep in the backup location. You can keep from 2 to 10 backups, or all backups. This provides you with the flexibility to retain only the most recent backups to save space in your backup location. For example, If you select 3 backups from the Archive
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Backup Files every list, the system retains only your most recent three backups in the backup location. OR To save the backup file to a tape drive: a. Select Tape. b. To determine the Media Pool name of the tape drive, click Start > Settings > Control Panel > Administrative Tools > Computer Management > Storage > Removable Storage > Media Pool > Backup. The Media Pool name is listed in Backup folder. c. In the Media Pool text box, type the Media Pool name of the tape drive. The Media Pool name must match the Media Pool name in the Backup folder. ATTENTION 6
Any tape in the media drive is overwritten.
Click Next. Result: The Schedule page appears.
7
Select one of the following backup schedule options:
Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)
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One Time Only (to schedule a one-time-only backup at a time in the future)
Run Now (to back up files immediately after you enter a valid username and password)
Result: Based on your selection, scheduling options appear below the schedule area.
8
Define the backup schedule, and then click Next. You can schedule a task only on the last day of the month that contains the least number of days. For example, if you want the backup to run every month, then you can schedule it to occur on day 28 only. However, if you clear February, then the last day of a monthly schedule is 30. If you clear April, June, September, and November, then the last day of a monthly schedule is 31.
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Result: The User Account with Administrative Privileges page appears.
9
In the Username box, type a valid administrator username.
10
In the Password box, type a valid administrator password. You must enter a username and password that are configured with administrative privileges on the server to which you back up. If you enter an invalid username and password, a window appears prompting you to reenter a valid username and password. If this occurs, click OK and reenter a valid username and password.
11
If you selected a backup location on another server in a domain, from the Domain list, select the domain. The default option is this computer (for example, the Contact Center Manager Administration server that you are logged on to).
12
Click Finish. Result: The system backs up the required files at the time you specified and stores the backup in the Restore.bkf file in the default location (or in the custom file name and location that you have chosen). For details about restoring the information in this file, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility,” on page 1676.
Note: To schedule multiple backups, repeat the backup procedure until you schedule all of your required backup tasks. Installation and Maintenance Guide
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To view and manage scheduled tasks in the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
In the window, click Backup & Restore. Result: The Nortel Backup And Restore utility appears.
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Select the View Scheduled Tasks tab. Result: A list of your scheduled tasks appears including the status and the next scheduled run time of each task.
5
Highlight a task and select an action from the following options: To view the details of a task, click View Details. Result: A detailed log file of your task appears. To delete a task, click Delete Task. Result: A window appears asking you to confirm your choice. Click Yes to delete the task.
6
Click Close.
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Option 2: Back up Contact Center Manager Administration data files using the Microsoft Windows Backup Tool You can back up Contact Center Manager Administration data using the Microsoft Windows Backup Tool. As with the Nortel Backup and Restore utility, the Microsoft Windows Backup Tool has a scheduling component that you can use to schedule automatic backups of data, possibly to run during periods of low contact center activity, or to synchronize Contact Center Manager Administration backups with scheduled Contact Center Manager Server backups. Backing up data files using the Microsoft Windows Backup Tool For detailed information about the Microsoft Windows Backup Tool, go to the Microsoft Web site at www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
4
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In the left pane, select the check box for each of the following files or folders (where <x> is the Contact Center Manager Administration install directory):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
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<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCW\Data
OR To back up the Audit Trail events log only, select <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb\ICELog.mdb. 5
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device. If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you have no tape drive, or if your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window.
6
7
In Backup media or file name, do one of the following:
If you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file.
If you back up files and folders to a tape, choose the tape you want to use.
From the menu, select Tools > Options. Result: The Options dialog box appears.
8
Select the General tab.
9
On the General page, select the Verify data after backup completes option.
10
Click OK. Result: The Options dialog box closes.
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Standard 10.15
Click Start Backup. Result: The Backup Job Information window appears.
12
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
13
Close all windows to complete the procedure.
To schedule backups, you must ensure that your backup tool lets you back up all these file types without requiring you to manually copy any of them. For more information about using the Windows Backup Tool or other backup strategies, see the Microsoft documentation at www.microsoft.com.
Option 3: Known issues when backing up data using Veritas Backup Exec 9.1 To back up the Contact Center Manager Administration data, you can use a third-party tool instead of the Nortel Backup and Restore utility or the Microsoft Windows Backup Tool. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. The information described here pertains to the Veritas Backup 9.1 software. ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you must note the following:
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The default installation of Veritas Backup Exec uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Contact Center Manager Administration
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Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Contact Center Manager Administration Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For instructions for changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and/or service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. To back up the Contact Center Manager Administration ADAM information with the Veritas Backup Exec tool, ensure that the ADAM service is running, and then select the Shadow Copy Components > User Data > Active Directory Application Mode > C:\Program Files\Microsoft ADAM\instance1\data where C:\Program Files\Microsoft ADAM\instance1\data is the instance that Symposium Web Client data uses. You must also back up all other directories detailed in the section “Backing up data files using the Microsoft Windows Backup Tool” on page 1664.
For more information, consult the online Help on the Veritas Web site at www.veritas.com.
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Option 4: Backing up Contact Center Manager Administration data files by manually copying files CAUTION Risk of loss of data .
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on a new server.
Back up the files in the folders in the following list (where <x> is the Contact Center Manager Administration install directory) to a secure storage location such as a tape drive or a safe network drive.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML Real-time display snapshots are stored as HTML files in the following default path: <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports Emergency Help snapshots are stored as HTML files in the following default path: <x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
The Audit Trail events log is contained in the folder <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb. To back up the Audit Trail events log only, select the <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb\ICELog.mdb file only.
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How to back up Real-Time Reporting and Emergency Help configurations There are two Contact Center Manager Administration configuration settings that are stored in the Windows Registry:
Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) Emergency Help configuration settings
Because these settings do not change often and cannot be backed up using backup procedures, Nortel recommends that you take note of the Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) and the Emergency Help configuration settings whenever these settings change (for example, after installing or upgrading Contact Center Manager Administration). These settings must be manually reconfigured during a restoration process. To back up Real-Time Reporting and Emergency Help configurations 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
2
In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
3
In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
4
Take note of all settings in the RTR Registry Settings dialog box.
5
Close the RTR Registry Settings dialog box.
6
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
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Standard 10.15
Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
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Take note of all settings in the Emergency Help Registry Settings dialog box.
9
Close all windows to complete the procedure.
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Section D: How to restore CCMA data
In this section Overview
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How to restore data
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How to switch to the standby server in Agent Desktop Display
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How to change the computer name after installation
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Overview There are several scenarios in which it is necessary to restore Contact Center Manager Administration data, including:
If you recover from a Contact Center Manager Administration server hardware failure when Contact Center Manager Server data is being restored. If you move to a replicating server as a result of a failure on your primary Contact Center Manager Administration server. If you revert the Contact Center Manager Administration software back to a previous version. You must restore data to the same version of Contact Center Manager Administration as that which you backed up. If you make an error while entering Contact Center Manager Administration data and you need a previous version of the data (Contact Center Manager Administration data is all data excluding configuration data, scripts, and agents and supervisors). If you migrate Contact Center Manager Administration data to a new server.
Options for restoring Contact Center Manager Administration data You can restore data onto the Contact Center Manager Administration server in one of the following ways:
Use the Nortel Backup and Restore utility to restore the series of preselected Contact Center Manager Administration files that you backed up with this utility. Use the Microsoft Windows Backup Tool to restore your Contact Center Manager Administration data. Manually restore the files. Use a third-party tool such as Veritas Backup 9.1 to restore your Contact Center Manager Administration data.
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Synchronizing the restoration of Contact Center Manager Server data and Contact Center Manager Administration data To prevent synchronization issues, you must restore the Contact Center Manager Administration data whenever you restore the Contact Center Manager Server data. To restore the Contact Center Manager Administration data, follow the procedure outlined in “How to restore data” on page 1675. Also, you must ensure that the Contact Center Manager Administration data was backed up at the same time as the Contact Center Manager Server data was backed up. Because Contact Center Manager Server backups may be scheduled to occur automatically when the contact center is not busy, and possibly when an administrator is not available, you must ensure that you also schedule Contact Center Manager Administration backups to occur at the same time as these backups. For information about scheduling a Contact Center Manager Administration backup, see Section C: “How to create CCMA data backups,” on page 1645. Note: Because the backups must occur at the same time, you must ensure that the time of the servers in question is synchronized when scheduling a backup.
Restoring data on a co-resident server ATTENTION
Do not install the Veritas Backup 9.1 software on coresident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a coresident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
To keep data synchronized between Contact Center Manager Server and Contact Center Manager Administration on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time.
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In a co-resident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Contact Center Manager Server and Contact Center Manager Administration applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Contact Center Manager Server. Nortel does not specifically recommend any tool for its compatibility with Contact Center Manager Server. Whenever you perform a partial backup of Contact Center Manager Server, you must ensure that you also perform a backup of Contact Center Manager Administration. Furthermore, you must store both backups in the same location. To restore of data on a co-resident server, the procedure is the same as restoring data on a stand-alone, with the exception that the restoration of data on the Contact Center Manager Administration server must be synchronized with the restoration of data on the Contact Center Manager Server. For information about performing backups in Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
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How to restore data To restore data in the event of a server failure or to revert to a previous snapshot of Contact Center Manager Administration data, you can select one of the following options:
Restore data using the Nortel Backup and Restore utility—For details, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility” on page 1676. Restore data using the Windows Backup Tool—For details, see “Option 2: Restoring data files using the Windows Backup tool” on page 1681. Restore data by manually restoring files—For details, see “Option 3: Restoring files by manually restoring files” on page 1684. Restore data using a third-party tool such as Veritas Backup 9.1—For details, “Option 4: Restoring files using the Veritas Backup Exec 9.1 tool” on page 1685.
ATTENTION
When restoring Contact Center Manager Administration data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the Contact Center Manager Administration server. For example, if your Contact Center Manager Administration server currently contains Contact Center Manager Administration Release 6.0, then you can only restore a backup of Release 6.0 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
You can use the instructions in this section to restore Contact Center Manager Administration data from a primary server and restore the same data to a new Contact Center Manager Administration server. You can use this procedures in this section to:
recover from a system failure if your Contact Center Manager Administration server fails completely (for example, due to serious hardware failure)
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restore data to the replicating server if a failure occurs on your primary server restore Contact Center Manager Administration data onto the same server from which it was backed up (for example, to roll back erroneous data or recover from a data loss issue) restore Contact Center Manager Administration data to a new server if you perform a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility When you back up Contact Center Manager Administration data with the Nortel Backup and Restore utility, it creates a single file with the default name of Restore.bkf. If you need to restore the Contact Center Manager Administration data to its original state when you backed up the files, you can launch the utility and navigate to this file. Restoring data with the Nortel Backup and Restore utility ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
In the window, click Backup & Restore. Result: The Nortel Backup and Restore utility appears.
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4
Click the Restore tab.
5
Click Restore Files.
Standard 10.15
Result: The Windows Backup utility launches. 6
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Click the Restore and Manage Media tab.
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7
In the left pane, select the most recent backup file (or the file containing the data that you want to restore, if not the most recent file).
8
Expand this file fully by clicking the plus sign (+) beside it. The file name expands to reveal a series of files.
9
Place a check mark beside the files that you want to restore. To select all the files, place a check mark beside the parent file name. When you restore data on a server on which ADAM replication is enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored, as shown in the figure Restore and Manage Media.
10
Ensure that the option to always replace the files on the computer is selected.
11
Ensure that Original location appears in the Restore files to list.
12
Click Start Restore. Result: The system restores the files. If you did not stop the SymposiumWC service prior to the restore, you must restart your computer when prompted.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If your registry settings are unchanged, you can skip to step 15. If you restore to a new server, or if your registry settings are corrupted or overwritten, you need to manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must be the same as they were prior to the data restoration. a. Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears. b. In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
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c. In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears. d. Reenter all settings in the RTR Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669. e. Click OK. f.
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
g. Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears. h. Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669.
15
i.
Click OK.
j.
Close all windows.
You must now reactivate historical reports and scheduled events. a. Launch the Historical Reporting component in Contact Center Manager Administration. b. In the scheduled events window, select all the scheduled assignments. c. Click Activate. d. Launch the Contact Center Management component in Contact Center Manager Administration. e. Open each scheduled assignment and reactivate.
16
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
17
Restart the SymposiumWC service. If Contact Center Manager Administration is on a Stratus Server, you may need to restart the iceRTDService for real-time displays to function correctly.
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Option 2: Restoring data files using the Windows Backup tool As of the date of publication of this guide, you can find this documentation at www.microsoft.com. Restoring data files using the Windows Backup Tool ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Restore and Manage Media tab. Result: The Restore and Manage media window appears.
4
Click Tools > Options. Result: The Options window appears.
5
Click the Restore tab.
6
Select Always replace the file on my computer. When you use the Windows Backup Tool to restore the Contact Center Manager Administration data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you use the Restore Wizard in the Advanced Options “How To Restore” page.
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7
Click Apply.
8
Click OK.
Standard 10.15
Result: The Restore and Manage Media window reappears with the text “If files exist: Always replace” appearing in the lower part of the window. 9
In the left pane, browse to the backup file (.bkf) to restore. For more information about creating backups, see Section C: “How to create CCMA data backups,” on page 1645. When you restore data on a server on which ADAM replication is enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored.
10
Click Start Restore. Note: If the Contact Center Manager Administration server is not running in a replication environment, an authoritative restore is not required. However, if the Contact Center Manager Administration server is running in a replication environment, an authoritative restore may be required. For more information about authoritative restoration, see the Microsoft ADAM online Help. Result: The Confirm Restore window appears.
11
Click OK. Result: The Restore Progress window appears and informs you when the restore process is complete.
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12
Close all windows.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If you have already configured your Real-Time Reporting and Emergency Help settings to match the settings prior to data restoration, you can skip this step and proceed to step15. If not, you must manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration.
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a. Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears. b. In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane. c. In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears. d. Reenter all settings in the RTR Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669. e. Click OK. f.
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
g. Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears. h. Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669.
15
i.
Click OK.
j.
Close all windows.
You must now reactivate historical reports and scheduled events. a. Launch the Historical Reporting component in Contact Center Manager Administration. b. In the scheduled events window, select all the scheduled assignments. c. Click Activate. d. Launch the Contact Center Management component in Contact Center Manager Administration. e. Open each scheduled assignment and reactivate.
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Standard 10.15
16
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
17
Restart the SymposiumWC service. If Contact Center Manager Administration is on a Stratus Server, you may need to restart the iceRTDService for real-time displays to function correctly.
Option 3: Restoring files by manually restoring files Restore the files in the folders in the following list from your backup file location or tape drive. ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
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<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports
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<x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports <x>:\Program Files\Microsoft ADAM\instance1\
If Contact Center Manager Administration is on a Stratus Server, after you restore the data, you may need to restart the iceRTDService for real-time displays to function correctly.
Option 4: Restoring files using the Veritas Backup Exec 9.1 tool ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use instead of the Microsoft Windows Backup Tool to back up and restore the Contact Center Manager Administration data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Contact Center Manager Administration data, you must note the following:
You must ensure that Restore over existing files is selected in the general properties for the restore job. For more information, consult the Veritas application online Help. The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache).
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To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (you cannot change the Contact Center Manager Administration Toolkit NameService port number). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For information about changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select Shadow Copy Components, as well as any hard drive components (Contact Center Manager Administration folders). When restoring data, you must ensure that Restore over existing files is selected in the general properties for the restore job. When you restore the Contact Center Manager Administration ADAM files (Shadow Copy Components), the SymposiumWC service is stopped automatically. You must manually restart the service after the restoration is complete.
After you restore your data, you must perform the following tasks:
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Manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration. Reactivate scheduled assignments. Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate. Contact Center Manager Administration
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Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate.
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments. If Contact Center Manager Administration is on a Stratus Server, you may need to restart the iceRTDService for real-time displays to function correctly.
For more information, consult the online Help on the Veritas Web site at www.veritas.com.
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How to switch to the standby server in Agent Desktop Display If you have a replicating server installed and if you configured your Agent Desktop Display with IP addresses for standby servers, use the following procedure to switch to the standby server in the event of a failure on the primary server.
Switching to the standby server in Agent Desktop Display 1
On each agent workstation, click Start > Programs > Agent Desktop Displays > Server IP Addresses Configuration. Result: The Server Configuration dialog appears.
2
Change the buttons to the appropriate standby server. Note: The IP addresses of the Standby server are configured when Agent Desktop Display is installed and configured on the client PC.
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How to change the computer name after installation If you change the Contact Center Manager Administration server name after installation, you must perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name. To change the Contact Center Manager Administration server name on a standalone server, see “Change the Contact Center Manager Administration server name” on page 2092. To change the Contact Center Manager Administration server name on a server that is co-resident with Contact Center Manager Server, see “Change the co-resident server name” on page 2058.
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Chapter 15
Working with CCMA events In this chapter Overview
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Configuring SNMP on the server
1694
Selecting the events to be forwarded
1697
Configuring the NMS
1704
Using the Windows Event Viewer
1705
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Standard 10.15
Overview Events are log entries that record activities on Contact Center Manager Administration, such as
sending or receiving messages
opening or closing applications
errors
Some events are for information purposes only, while others can indicate problems. Events are categorized by severity. Contact Center Manager Administration uses Simple Network Management Protocol (SNMP) and Event to Trap Translator (both packaged with the Windows 2003 operating system) to trap and forward Contact Center Manager Administration events to the Network Management System (NMS). Use the Windows Event Viewer to view the events. This chapter explains how to configure the Windows Simple Network Management Protocol (SNMP) on the server, and how to select events for forwarding to the NMS using Event to Trap Translator.
Event severity Events are assigned a default severity of Information, Minor, Major, or Critical. The Alarm Monitor does not report Information-level events. Information These events indicate that something noteworthy has happened on the system, but do not mean that there is a problem. For example, an information-level event can indicate that a service has started or stopped. These events appear in the Event Browser but not in the Alarm Monitor. Minor These events indicate that a non-service-affecting fault condition exists and that you must take corrective action to prevent a more serious fault. For example, a minor event is generated when the file system is 90 percent full. 1692
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Major These events indicate that a service-affecting condition has developed and an urgent corrective action is required. The event condition can cause severe degradation in server performance, and you must restore full capacity. For example, a major event is generated when the file system is 100 percent full. Critical These events indicate that a service-affecting condition has occurred and an immediate corrective action is required. Critical events are reported when a component is completely out of service and you must take immediate action to restore it. For example, a critical event is generated when the file system crashes.
Simple Network Management Protocol Contact Center Manager Administration also supports Simple Network Management Protocol (SNMP) traps. You can use SNMP to send events to a Network Management System (NMS) on your network.
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Configuring SNMP on the server Windows Server 2003 provides a Simple Network Management Protocol (SNMP) agent, which runs as a service on the Contact Center Manager Administration 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:
Configure the Windows SNMP service on the server (see “To configure the Windows SNMP service” on page 1694). Select the types of events to be forwarded to the NMS (see “To select the types of events to be forwarded” on page 1697). Configure the NMS. For more information about configuring your NMS to receive and interpret traps, consult your NMS documentation.
To configure the Windows SNMP service 1
Log on to the server as Administrator.
2
Click Start > Programs > Administrative Tools > Services. Result: The Services window appears.
3
From the list of Services, select the SNMP Service.
4
Click Action > Properties. Result: The SNMP Service Properties window appears.
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5
Click the Traps tab.
6
If no community name is defined, in the Community name box, type public.
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
In the text box, 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 the SNMP Trap Service.
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From the resulting menu, click Start. Result: The SNMP Trap Service starts.
14
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Close the Services window.
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Selecting the events to be forwarded Use the Event to Trap Translator (evntwin.exe) that is packaged with Windows Server 2003 to select the events to be forwarded to the Network Management System (NMS).
To select the types of events to be forwarded 1
Click Start > Run.
2
In the command box, type evntwin. Result: The Event to Trap Translator window appears.
3
Under Configuration type, select Custom.
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4
Standard 10.15
Click Edit. Result: The Event Sources and Events are displayed in the lower section of the window.
5
Under Event sources, click the Application folder. Result: The Application folder expands.
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6
Working with CCMA events
Click the CCMA folder. Result: A list of Contact Center Manager Administration events is displayed in the Events section of the window.
7
From the list of Contact Center Manager Administration events, doubleclick the Contact Center Manager Administration event that you want to convert to SNMP trap.
8
Click OK on the Properties dialog window if no change is required for the Generate trap. Note: The default setting is to generate trap if the event reaches 1. Result: The selected event appears in the Events to the translated into traps list in the upper section of the window.
9
Repeat steps 7 and 8 for each event that you want added to the list of events to be translated into traps. Note: For a list of recommended events to be translated into traps, see “Recommended operating system events to be converted to SNMP traps,” on page 1700 and “Recommended Contact Center Manager Administration events to be converted to SNMP traps,” on page 1701.
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Recommended operating system events to be converted to SNMP traps For a complete list of operating system event codes, refer to Appendix A, “Event Codes.” Event
ISS Service Failure
Event ID
Severity
Source
7031
Critical
Service Description: The World Wide Web Control Publishing Service service terminated Manager unexpectedly.
Description and mitigation
Mitigation: Specify a recovery action of restart for the Service. IIS Service Failure
7031
Critical
Service Description: The IIS Admin Service Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ADAM Service 7031 Failure
Critical
Service Description: The SymposiumWC Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Real Time Information Service Failure
7031
Major
Service Description: The IceRTDService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ICE Assignment 7031 Service Failure
Major
Service Description: The ICE Assignment Control service terminated unexpectedly Manager Mitigation: Specify a recovery action of restart for the Service.
Emergency Help Service Failure
Major
Service Description: The IceEmHlpService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
1700
7031
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Event
License Manager Service Failure
Event ID
Severity
Source
7031
Major
Service Description: The CCMA LMService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Description and mitigation
Recommended Contact Center Manager Administration events to be converted to SNMP traps For a complete list of Contact Center Manager Administration event codes, refer to Appendix A, “Event Codes.”. Event ID
Severity
Source
Description
101
Critical
CCMA
Registry key \SOFTWARE\Nortel\RTD can not be created or opened!
102
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be read!
103
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be read!
104
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be read!
105
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be written!
106
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be written!
107
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be written!
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Event ID
Severity
Source
Description
108
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be written!
109
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be read!
110
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be written!
111
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be read!
112
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be written!
113
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be read!
119
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be written!
120
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be read!
121
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be written!
122
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be read!
125
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be written!
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Event ID
Severity
Source
Description
126
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be read!
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Standard 10.15
Configuring the NMS After you configure SNMP on the server and select the events for forwarding, you must configure the NMS to receive and interpret traps. For information about configuring your NMS, refer to your NMS documentation.
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Using the Windows Event Viewer Use the Windows Event Viewer on the server to view events generated by the Contact Center Manager Administration server. For more information about the Event Viewer, refer to the documentation supplied with the Windows operating system.
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Chapter 16
Working with domains and workgroups In this chapter Overview
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Deciding between a workgroup and a domain
1710
Changing the network settings of your server from workgroup to domain 1712 Changing the network settings of your server from domain to workgroup 1719
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Standard 10.15
Overview This chapter provides information that helps you decide whether to place your Contact Center Manager Administration server in a workgroup or a domain. It also provides procedures for changing your server from a domain member to a workgroup member and vice-versa.
Defining workgroups and domains Domain A domain is a grouping of accounts and network resources under a single domain name and administrative boundary. Workgroup A workgroup is a more basic grouping, intended to help users find objects such as printers and shared folders within that group.
Workgroups, domains and Contact Center Manager Administration In previous releases of Symposium Web Client installed on Windows 2000, the Symposium Web Client server had to be a domain controller. Having the Symposium Web Client server as a member of a workgroup was not an option. With Symposium Web Client 4.5 or Contact Center Manager Administration installed on Windows 2003, you now can place your server in a workgroup in addition to the option of placing your server in a domain. However, there are some networking limitations when you place the Contact Center Manager Administration in a workgroup. For example, you cannot replicate ADAM if your Contact Center Manager Administration server is placed in a workgroup.
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Domain group policies and the Contact Center Manager Administration server It is optional whether the Contact Center Manager Administration software server is a member of a domain. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the Contact Center Manager Administration installation and server. Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the Contact Center Manager Administration server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, then you can define the security policies in the Organizational Unit (OU) of the Contact Center Manager Administration server and combine this with the local server security policies for an effective security setting. You may need to adjust your group policies for Contact Center Manager Administration or exclude the Contact Center Manager Administration server from a specific group policy if conflicts are identified. For more information about group policies and Contact Center Manager Administration, see the Contact Center Manager Security Guide. This guide is available to distributors and channel partners who have access to the Partner Information Center Web site at www.nortel.com/pic.
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Deciding between a workgroup and a domain If you place your Contact Center Manager Administration server in a domain, your administration is centralized and you can access associated Windows networking functionality. If you place your Contact Center Manager Administration server in a workgroup, you lose some of the networking capabilities that are specific to domains, but you gain more local administration control of the server. Whether your Contact Center Manager Administration server is part of a workgroup or a domain determines some of the network functions available to you related to ADAM replication and report synchronization options. The table lists the differences in networking functionality available when your Contact Center Manager Administration server is part of a domain and when the Contact Center Manager Administration server is part of a workgroup. NETWORK FUNCTIONALITY
WORKGROUP
DOMAIN
ADAM replication
NOT AVAILABLE
AVAILABLE
Report synchronization options
2 options:
3 options:
Local User Accounts
Everyone Group
Domain User Account Local User Accounts (IUS_SWC and iceAdmin) Everyone Group
If you decide to place your Contact Center Manager Administration server in a workgroup, ADAM replication is not possible and your report synchronization options cannot be configured to use the domain user account.
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Mixed workgroup and domain environments You also can place the Contact Center Manager Server in a workgroup or a domain. There are no issues when configuring your Contact Center Manager Administration server and your Contact Center Manager Server in mixed workgroup and domain environments. That is, you can place your Contact Center Manager Administration server in a domain and place your Contact Center Manager Server in a workgroup and vice-versa with no negative effect on Contact Center Manager Administration functionality.
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Changing the network settings of your server from workgroup to domain It is possible to change the network settings of your Contact Center Manager Administration server from workgroup to domain with no negative effect on your Contact Center Manager Administration server. If you change your Contact Center Manager Administration from a workgroup member to a domain, you can access the following network functionality:
ADAM replication
Report synchronization can be configured to use the Domain User Account
Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Working with domains and workgroups
Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
Synchronizing the user report templates When the Contact Center Manager Administration server is moved from workgroup to domain, you must ensure that the user imported report templates are synchronized. You have three options for ensuring that the user imported report templates are synchronized after moving the Contact Center Manager Administration server from workgroup to domain.
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Option 1: Replace the Contact Center Manager Administration IIS directory service account with the domain account To replace the Contact Center Manager Administration IIS directory service account with the domain account, complete the following tasks: 1.
On the Contact Center Manager Administration server, complete the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 202.
2.
On the network PC, share the network folder with read permissions for the domain security account. For details see, “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server,” on page 212.
3.
Revoke the share permissions from the IUSR_SWC and iceAdmin accounts on the report folders on the network PC (if applicable).
4.
Revoke the share permissions from the “Everyone” group on the shared folder on the network PC.
5.
Disable Guest account from the network PC.
6.
Remove the local IUSR_SWC and iceAdmin accounts from the network PC.
Option 2: Continue to use the read permission for local IUSR_SWC and iceAdmin accounts on the network PC If you choose this option, no changes are required on the Contact Center Manager Administration or the network PC. Option 3: Continue to use read permission for “Everyone” group on the network PC If you choose this option, no changes are required on the Contact Center Manager Administration or the network PC. Note: If the network PC is on the workgroup, the synchronization of reports may not work.
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Setting up a domain account for exporting scheduled reports to a domain server To export scheduled reports to a domain network PC, you must set up a domain account in the iceAdmin Password Change Utility on the Contact Center Manager Administration server. Before you perform this procedure:
The Contact Center Manager Administration server must be a member of the network domain and cannot be a member of a workgroup. You must be logged on as a user with administrator privileges.
Setting up a domain account in the iceAdmin Password Change 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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Working with domains and workgroups
In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
Click Domain Account. Result: The Optional Domain Account Setup window appears.
6
From the Select Domain Name select a domain to add.
7
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
8
In the Enter Domain Account Password box, type the domain account password.
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You must enter the correct domain account password. If the password is incorrect, the system does not proceed. 9
In the Confirm Domain Account Password box, retype the domain account password.
10
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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11
Click OK.
12
Close all windows to complete the procedure.
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Changing the network settings of your server from domain to workgroup If you change your Contact Center Manager Administration from a domain member to a workgroup member, the following network restrictions apply:
ADAM replication is no longer possible. Report synchronization can no longer be configured to use Domain User Account. If your report synchronization is configured for this option, you must change the configuration settings for report synchronization to either Everyone Group or Local User Account.
Deleting the domain account configuration using the iceAdmin Password Change Utility 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
4
In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change dialog box appears.
5
Click Domain Account. Result: The Optional Domain Account Setup dialog box appears.
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Working with domains and workgroups
Click Delete. Result: The system deletes the domain account and reverts the scheduled report account to iceAdmin.
7
Click OK.
8
Close all windows to complete the procedure.
Changing the server from a domain member to a workgroup member 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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2
Standard 10.15
In the System Properties window, click the Computer Name tab. Result: The Computer Name page appears.
3
To add the server to a workgroup, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes dialog box, you can change the computer name and its domain or workgroup affiliation. 4
Select the Workgroup option, and then type the name of the workgroup.
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to remove the computer from the domain.
6
Type the name and password in the appropriate boxes.
7
Click OK. Result: A window appears welcoming you to the workgroup that you specified.
8
Restart the server when prompted to do so. Result: The server restarts. If you previously configured a domain account in the iceAdmin Password Change and did not delete the domain account configuration settings from the iceAdmin Password Change Utility before switching to a workgroup, a warning message appears when you restart. This message informs you that report jobs are activated using the local iceAdmin account. If this warning message appears, click OK to start.
Synchronizing the user report templates When the Contact Center Manager Administration server is moved from domain to workgroup, you must ensure that the user imported report templates are synchronized.
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Replacing the Contact Center Manager Administration IIS directory security account with the Windows local user account Complete the following tasks:
1724
1.
On the Contact Center Manager Administration server, complete the procedure “Adding the IUSR_SWC account as the anonymous user account for IIS,” on page 139.
2.
On the network PC, complete the procedure “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup),” on page 193.
Contact Center Manager Administration
Chapter 17
Managing security In this chapter Overview
1726
iceAdmin password changes
1728
Configuring Data Execution Prevention
1734
Using Security Configuration Wizard and enabling Windows Firewall
1737
Configuring Internet Explorer
1772
Installing and Configuring URLScan
1777
Enabling Secure Sockets Layer on the CCMA server
1783
Applying security patches to the CCMA server
1789
Activate the Nortel Contact Center Security Template
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Standard 10.15
Overview This section includes required and optional procedures that you can perform to increase the level of security on the Contact Center Manager Administration server. It does not include information about security issues that are external to the Contact Center Manager Administration server (for example, firewall setup and configuration). To help safeguard the Contact Center Manager Administration server against security threats, such as unauthorized individuals trying to access restricted information or authorized users accidentally altering or deleting files, you must identify and configure the correct security settings for the server. Where possible, Contact Center Manager Administration adheres to Microsoft published guidelines about securing Internet Information Server (IIS). However, because security policies vary from organization to organization, it is impossible to provide security recommendations that suit all businesses. The following security recommendations conform to best practice policies where possible, within the scope of the technology being used.
Security procedures included in this section This section includes the following security procedures:
using Security Configuration Wizard and enabling Windows Firewall (optional)
configuring Internet Explorer (required)
installing, configuring, and enabling URLScan (optional)
1726
configuring Data Execution Prevention (required)
enabling Secure Sockets Layer (SSL) on the Contact Center Manager Administration server (optional)
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The default installation of Windows Server 2003 on a newly partitioned server does not include the Everyone group. However, if you install the operating system on a partition that contains previous operating system elements, you must manually remove this account. For details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Unlike in Windows 2000 Server, in which you can optionally replace the default anonymous Internet user account with an account of your choice, in Windows Server 2003 you must manually change the default anonymous Internet guest account to the IUSR_SWC account after you install Contact Center Manager Administration. Because this procedure is mandatory, it is covered in the installation section. For details, see Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138. For security information related to cookies, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. To ensure that your Internet browser cache settings are set correctly, follow the appropriate procedure for configuring your version of Internet Explorer. See Step 3. “Configure Internet Explorer” on page 267 for details.
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iceAdmin password changes If you forget or misplace the iceAdmin password, you can use the procedure in this section to reset it. You can also use the first part of this procedure (steps 1 to 7) if you forget or misplace the password and you upgrade from Contact Center Manager Administration to a later release. During the upgrade process, the system prompts you to type the old iceAdmin password. At this point in the installation—and without halting the installation process—you can perform steps 1 to 7 in the following procedure, and then return directly to the upgrade installation, typing the iceAdmin password that you supply in step 6 in the following procedure as the old iceAdmin password in the upgrade installation. Manually resetting the password includes the following tasks:
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1.
Reset the password in Windows.
2.
Reset the password by using the iceAdmin Password Change utility that is provided with Contact Center Manager Administration.
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Resetting the iceAdmin password in Windows 1
Log on to the Contact Center Manager Administration server as a user with administrator privileges.
2
On the Contact Center Manager Administration server, click Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
3
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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4
Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
5
Locate and right-click the iceAdmin user.
6
From the menu, select Set Password. Result: The Set Password window appears.
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7
In the boxes provided, type the new password and confirm the password.
8
Click OK.
9
Close all windows to save your changes. Continue with the following steps to change the password using the iceAdmin Password Change Utility.
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Changing the password using the iceAdmin Password Change Utility 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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3
Standard 10.15
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the same password that you used in step 7 of the previous procedure.
5
In the New Password box, type a new password for the iceAdmin user account.
6
In the Confirm Password box, type the new 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 do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR
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To export scheduled reports to a domain account, click Domain Account. Result: The Optional Domain Account Setup window appears.
Use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. 9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, reenter the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components. You can now return to the procedure for upgrading Contact Center Manager Administration.
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Configuring Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
To configure Data Execution Prevention (DEP) on the Contact Center Manager Administration server Note: Nortel recommends that you perform this procedure before you install Contact Center Manager Administration.
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1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
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Result: The System Properties window appears.
3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
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Result: The Performance Options window appears. 5
In the Performance Options window, click the Data Execution Prevention tab. Result: The Data Execution Prevention tab appears.
6
On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.
7
Click OK. Result: A warning window appears notifying you that you must restart the computer for changes to take effect.
8
Click OK. Result: The System Properties window reappears.
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9
Click OK to exit the System Properties window.
10
Restart the server to activate the change to the Data Execution Prevention settings.
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Using Security Configuration Wizard and enabling Windows Firewall Windows Server 2003 with the latest supported service pack contains new security enhancements that impact Contact Center Manager Administration.
Security Configuration Wizard lets you configure server security based on existing server roles. The wizard identifies and stops services that are not required to perform existing server roles, which reduces Windows 2003 exposure to attack. Windows Firewall is the successor to Internet Connection Firewall. Windows Firewall is a host (or software) firewall around each client and server in the network. You must ensure that Windows Firewall is enabled in order that it can protect your network systems.
Nortel recommends that you install and run the Security Configuration Wizard on the Contact Center Manager Administration server after Contact Center Manager Administration is successfully installed and configured (including the required multicast and unicast configurations).
To ensure Security Configuration Wizard is installed on your server Note: Depending on your version of service pack for Windows 2003, the Security Configuration Wizard may or may not be installed by default on the operating system. Perform the following procedure to ensure Security Configuration Wizard is installed. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove programs window appears.
2
In the left pane, click Add/Remove Windows Components. Result: The Windows Components Wizard appears.
3
In the list of components, find Security Configuration Wizard.
4
If the checkbox next to Security Configuration Wizard is selected, then Security Configuration Wizard is installed and you can proceed to “To use Security Configuration Wizard to secure the server,” on page 1738. If the
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checkbox next to Security Configuration Wizard is not selected, proceed to step 5. 5
In the list of components, select Security Configuration Wizard.
6
Click Next. Result: The Configuring Components window appears, followed by the Completing the Windows Components Wizard.
7
Click Finish.
8
Close all windows to complete the procedure.
To use Security Configuration Wizard to secure the server 1
Log on to Windows as Administrator.
2
Click Start > Administrative Tools > Security Configuration Wizard. Note: Security Configuration Wizard is not installed by default in all versions of Windows service packs. To install the Security Configuration
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Wizard, refer to “To ensure Security Configuration Wizard is installed on your server,” on page 1737. Result: The Welcome to Security Configuration Wizard window appears.
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3
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Click Next. Result: The Configuration Action window appears.
4
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Select Create a new security policy.
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Click Next. Result: The Select Server window appears.
6
In the Server field, ensure your local computer name is selected.
7
Click Next. Result: A progress bar appears indicating that the system is processing.
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When processing is complete, click Next. Result: The Role-Based Server Configuration window appears.
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Click Next. Result: The Select Server Roles window appears.
10
In the list of installed roles, ensure the following roles are selected:
ASP.NET session state server
Web server
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Click Next. Result: The Select Client Features window appears,
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Click Next. Result: The Select Administration and Other Options window appears.
13
In the list of installed options, ensure the following options are selected:
Print
Task Scheduler
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Click Next. Result: The Select Additional Services window appears.
15
In the list of additional services that the selected server requires, ensure the following services are selected:
CCMA ICEEmHlpService
CCMA IceRTDService
CCMA LMService
Crystal Report Application Server
pcAnywhere Host Service
Note: pcAnywhere Host Service exists if pcAnywhere is installed.
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SymposiumWC
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Click Next. Result: The Handling Unspecified Services window appears.
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Click Next. Result: The Confirm Service Changes window appears.
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Click Next. Result: The Network Security window appears.
19
On the Network Security window, ensure that the checkbox next to Skip this section is cleared.
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Click Next. Result: The Open Ports and Approve Applications window appears.
21
Click Add. Result: The Add Port or Application window appears.
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In the Port number field, type 137.
23
Under Protocols, select UDP.
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Click OK. Contact Center Manager Administration
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In the list of ports to open, select the following ports: Note: If the ports do no appear in the list, you must add them to the list by using the Add button.
80 (HTTP)
443 (HTTPS) Port 443 is only required if SSL is configured for Contact Center Manager Administration
3389 (Remote Desktop Protocol) Port 3389 is only required if Remote Desktop Connection is used as the Remote Access tool
Ports used by pcAnywhere Host Service
Ports used by Crystal Report Application Server (1566/TCP)
Ports used by SymposiumWC (389/TCP, 636/TCP, and one other non static port/TCP)
Ports used by CCMA ICEEmHlpService (non-static port number/TCP)
Ports used by CCMA IceRTDService (6020/UDP, 6030/UDP, 6040/ UDP, 6050/UDP, 6060/UDP, 6070/UDP, 6080/UDP, 6090/UDP, 6100/ UDP, 6110/UDP, 6120/UDP, 6130/UDP) These are the multicast ports. If Unicast ports are required, Unicast needs to be configured in the Contact Center Manager Administration Configuration component before you run the Security Configuration Wizard.
Ports used CCMA LMService This option may not be selected by default.
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Click Add. Result: The Add Port or Application window appears.
27
On the Add Port or Application window, select the Approve Application tab. Result: The Approve Application tab appears.
28
Use the Browse button to select the following application path:
29
: Program Files\Nortel Networks\Wclient\Server\NBNmSrvc.exe
When the path appears in the Application path field on the Approve Application tab, click OK. Result: The Open Ports and Approve Applications window reappears.
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Click Add. Result: The Add Port or Application window appears.
31
On the Add Port or Application window, select the Approve Application tab. Result: The Approve Application tab appears.
32
Use the Browse button to select the following application path:
33
: Program Files\Internet Explorer\iexplorer.exe
When the path appears in the Application path field on the Approve Application tab, click OK. Result: The Open Ports and Approve Applications window reappears.
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Click Next. Result: The Confirm Port Configuration window appears.
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Click Next. Result: The Registry Settings window appears.
36
On the Registry Settings window, ensure that the checkbox next to Skip this section is cleared.
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Click Next. Result: The Require SMB Security Signature window appears.
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Click Next. Result: The Outbound Authentication Methods windows appears.
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Click Next. Result: The Inbound Authentication Methods window appears.
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Click Next. Result: The Registry Settings Summary window appears.
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Click Next. Result: The Audit Policy window appears.
42
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On the Audit Policy window, ensure that the checkbox next to Skip this section is cleared.
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Click Next. Result: The System Audit Policy window appears.
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Click Next. Result: The Audit Policy Summary window appears.
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Click Next. Result: The Internet Information Services window appears.
46
On the Internet Information Services window, ensure that the checkbox next to Skip this section is cleared.
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Click Next. Result: The Select Web Service Extensions for Dynamic Content window appears.
48
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In the list of Web service extensions that the selected server requires, ensure the following extensions are selected.
Active Server Pages
ASP.NET
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Click Next. Result: The Select Virtual Directories to Retain window appears.
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Click Next. Result: The Prevent Anonymous Users from Accessing Content Files window appears.
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Click Next. Result: The IIS Summary window appears.
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Click Next. Result: The Save Security Policy window appears.
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Click Next. Result: The Security Policy File name window appears.
54
In the Security policy file name field, append a file name to the default policy directory (for example, CCMA 6.0 SCW Policy).
55
Type a short description in the Description field,
56
Click Next. Result: The Security Configuration Wizard Warning window appears warning that you must reboot the server after applying the policy.
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Click OK. Result: The Apply Security Policy window appears.
58
Select Apply now.
59
Click Next. Result: Security Configuration Wizard applies the security policy.
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When the progress bar shows Application complete, click Next. Result: The Completing the Security Configuration Wizard window appears.
61
Click Finish.
62
Reboot your server to activate the new security policy.
Additional Windows Firewall manual exceptions Security Configuration Wizard configures Windows Firewall by scanning all currently running services and acquired ports. Some Contact Center Manager utilities (for example, TraceControl utility) do not run at all the times and therefore may not be added to the Windows Firewall when you run Security Configuration Wizard. Nortel recommends that you manually add the program to the Windows Firewall exception list if you are prompted when you launch the program.
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Configuring Internet Explorer The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions.
To configure Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in Step 3. “Configure Internet Explorer” on page 267.
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1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
8
9
Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting (not required if you install SU04 or later)
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears.
11
Click OK to exit the Internet Options window.
12
On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings window appears.
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13
In the Address of Web site to allow field, type the Contact Center Manager Administration Web site address (for example, http://pbrwd0p0)
14
Click Add.
15
Click Close.
16
Restart Internet Explorer to activate your changes.
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Installing and Configuring URLScan The following two Microsoft tools enable you to add additional security features to an IIS Web server, such as the Contact Center Manager Administration server:
IIS Lockdown
URLScan
The default installation of Windows Server 2003 includes IIS 6.0, which has built-in IIS Lockdown functions. On this operating system, therefore, you do not have to install IIS Lockdown separately, as is required with previous versions of IIS. However, if you want to use the additional functionality and features of URLScan, or simply maintain your current security setup, you may want to download and install the URLScan tool (version 2.5 or later) with IIS 6.0. The procedure in this section illustrates how to download and install the URLScan tool. This is an optional procedure that lets you further secure the Contact Center Manager Administration server.
About URLScan and Windows Server 2003 URLScan is a Microsoft tool that can provide additional security for your server when used in conjunction with the IIS Lockdown feature of IIS 6.0. It restricts the type of HTTP requests that the server processes, and the types of file transfers that are allowed to and from the server. For example, URLScan does not allow users to download files with the .exe extension from the Contact Center Manager Administration server. For more information about URLScan, refer to www.microsoft.com. The default URLScan configuration blocks the transfer of all files with the .exe extension. Therefore, when this feature is enabled, administrators cannot download the Contact Center Manager Configuration Tool spreadsheets (which have an .exe extension), nor can they automatically upgrade the version of the Agent Desktop Display software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the Contact Center Manager Administration server. Installation and Maintenance Guide
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Nortel recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Display client PCs prior to enabling URLScan on the Contact Center Manager Administration server. Alternatively, if you need to download a spreadsheet (or another .exe file) while URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company security policy. For more information, see “To temporarily edit the urlscan.ini file” on page 1780.
IIS 6.0 and the Contact Center Manager Administration server The risk of IIS security vulnerability on the Contact Center Manager Administration server is minimal for the following reasons:
The Contact Center Manager Administration server IIS component is only used for the Contact Center Manager Administration application and is not shared with other Web applications. The Contact Center Manager Administration server IIS component is used within the customer intranet environment and is not exposed to a regular Internet environment. Anyone who accesses the Contact Center Manager Administration IIS contents must first go through valid Contact Center Manager Administration user logon and password authentication.
In spite of these inherent security features, Nortel acknowledges that some customers have security policies that may require that IIS Lockdown and URLScan be installed and configured on the Contact Center Manager Administration server.
To install URLScan (Windows Server 2003) Nortel verified the following configuration to ensure its compatibility with the proper Contact Center Manager Administration server operation. Therefore, if you choose to alter this recommended configuration to meet specific customer requirements, note that Nortel did not verify the impact of such a change on the Contact Center Manager Administration server. Customers who deviate from the recommended URLScan configuration must test their configuration with Contact Center Manager Administration in a nonproduction environment before putting the configuration online.
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Nortel recommends that you not use the Contact Center Manager Administration server to download files directly from the Internet because this can pose a security risk. Instead, download the required file to another computer, check the file to ensure that is virus-free, and then transfer the file to the Contact Center Manager Administration server. Installing URLScan (Windows Server 2003) 1
On a computer other than the Contact Center Manager Administration server, open Internet Explorer.
2
In Internet Explorer, navigate to the following Microsoft Web page: www.microsoft.com/downloads/details.aspx?FamilyId=23D18937DD7E-4613-9928-7F94EF1C902A&displaylang=en Result: The URLscan 2.5 Install Package page appears.
3
Click Download. Result: The File Download window appears, enabling you to open the installation program immediately, or save the installation file to disk.
4
Click Save, and then navigate to the folder in which you want to save the file setup.exe.
5
After you save the file, scan the file to ensure that it is virus-free.
6
Transfer the setup.exe file to the folder of your choice on the Contact Center Manager Administration server.
7
Double-click the setup.exe file. Result: The license window appears.
8
Click Yes. Result: The program installs the URLScan software, and then the URLScan Installer window appears, notifying you that it was successfully installed.
9
Click OK.
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What is next? You must edit the urlscan.ini file to allow Microsoft Active Server Pages (files with the .asp extension) and Microsoft .NET Web Service files (files with a .asmx extension) to be transferred from the Contact Center Manager Administration server, a requirement for proper Contact Center Manager Administration functionality. Optionally, you can also edit this file to allow the transfer of files with the .exe extension (so users can download the Contact Center Manager Configuration Tool spreadsheets).
To temporarily edit the urlscan.ini file When you install URLScan 2.5 on a server that is running Windows Server 2003, the default installation of the software blocks files with the .asp extension on the Contact Center Manager Administration server, which prevents Contact Center Manager Administration from functioning properly. To correct this problem, you must edit the urlscan.ini file to allow files with the .asp extension to be used on the Contact Center Manager Administration server. The default installation of URLScan also prevents users from downloading files with the .exe extension from the Contact Center Manager Administration server. Because the Contact Center Manager Configuration Tool spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the URLScan features are enabled, nor can they automatically upgrade the version of the Agent Desktop Display software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the Contact Center Manager Administration server. Nortel recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Display client PCs prior to enabling URLScan on the Contact Center Manager Administration server. To download a spreadsheet (or another .exe file) while URLScan is enabled, you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company security policy. After users download the required files, edit and save this file again to return the security settings to their default state.
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Editing the urlscan.ini file temporarily 1
On the Contact Center Manager Administration server, browse to C:\Windows\system32\inetsrv\urlscan\ where C is the drive on which you installed the operating system.
2
Open the urlscan.ini file with a text editor, such as Notepad.
3
In this file, locate the section beginning with [DenyExtensions].
4
Within this section of the file, locate and comment out the value .asp (shown in the figure Notepad) by typing a semi-colon (;) before this value.
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5
Standard 10.15
Save the file. Result: Users can download and use files with the .asp extension, as required for proper Contact Center Manager Administration functionality. Optionally, you can now perform the same procedure to allow files with the .exe extension to be downloaded from the Contact Center Manager Administration server by continuing with the following steps. (If you do not want to allow users to download files with the .exe extension, you can now close the urlscan.ini file.)
6
Within the same section of the file, locate and comment out the value .exe (also shown in the figure Notepad) by typing a semi-colon (;) before this value.
7
Save the file. Result: Users can download the Contact Center Manager Configuration Tool spreadsheets (and any other file with an .exe extension) from the Contact Center Manager Administration server.
8
Restart IIS to register your changes to the URLScan file.
9
After the users download the required files, you must return the security settings to normal by opening the urlscan.ini file again and reentering the value .exe in the same position or remove the comment before the .exe.
10
Save the file and restart the IIS. Result: Users can no longer download files with an .exe extension.
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Enabling Secure Sockets Layer on the CCMA server Secure Sockets Layer (SSL) is the industry standard for secure network communications. SSL uses encryption that cannot be deciphered without a key between the client computer and the server. SSL is best used for private data that is sent between the client and server (for example, authentication credentials, credit card numbers, and so on). Because SSL uses complex encryption, it requires considerable processor resources, and, as a result, it takes much longer to send and retrieve data from an SSL-enabled server. Therefore, enable SSL only on Web pages (ASP pages) that send and receive sensitive information. You do not have to enable SSL on the Contact Center Manager Administration server; this is an optional procedure that you can perform if you think that leaving this feature disabled poses a security risk to your organization. To enable SSL on the Contact Center Manager Administration server, you must perform the following two procedures: 1.
Obtain and install a digital Web Server Certificate for the Contact Center Manager Administration IIS default Web site.
2.
Enable SSL on specific Contact Center Manager Administration files.
3.
On the client PC, add https:// as a trusted site in Internet Explorer in addition to http:// .
Obtaining and installing a digital Web Server Certificate Because obtaining and installing a digital Web Server Certificate is a standard Microsoft procedure, this guide does not include the step-by-step details. For more information about certificates and installation instructions, see the Microsoft Web site at www.microsoft.com.
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In IIS, you install the certificate on the default Web site (where the Symposium Web Client virtual directories are installed) by using the Web Server Certificate Wizard to request a new certificate from an online Certification Authority (CA), such as VeriSign. When you run the wizard, you can send the request online or save the request file to disk and send it to the CA later. When you receive a response from the CA, you can start the wizard again to complete the certificate installation.
Web sites containing further information about digital certificates At the time of publication, you can consult the following Microsoft Web pages for further information about SSL:
For general information about SSL, see http://support.microsoft.com/ default.aspx?scid=kb;EN-US;q245152. For more information about obtaining a server certificate, see http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849. For more information about enabling SSL on Windows 2000, see http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/ connectivity_1s4w.asp.
Tasks for which you can enable SSL on the Contact Center Manager Administration server You can only enable SSL for the following Contact Center Manager Administration tasks, not for the entire Web site:
logging on to the Contact Center Manager Administration server
changing the logon password
See the following procedure for a list of the specific Contact Center Manager Administration files on which you enable SSL.
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To enable SSL on the Contact Center Manager Administration server After you obtain and install the certificate on the Contact Center Manager Administration default Web site, enable SSL on the following files in the Default Web Site directory:
1
Authenticate.asp ChgPasswd.asp Default.asp PwdMain.asp PwdSave.asp
Click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, double-click the heading. Result: The heading expands to reveal a series of folders.
3
Double-click the Web Sites folder. Result: The heading expands to reveal a series of folders.
4
Double-click the Default Web Site heading.
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5
In the right pane, scroll down to the bottom to locate the series of .asp files listed under the Default Web Site heading.
6
Starting with Authenticate.asp, right-click the file and select Properties. Result: The Authenticate.asp Properties dialog box appears.
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7
Click the File Security tab.
8
Under the Secure Communications heading, click Edit. Result: The Secure Communications dialog box appears.
9
Select the Require secure channel (SSL) check box.
10
Click OK.
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11
Perform steps 4 to 8 for each of the files listed at the beginning of this procedure. When you are finished, close the Internet Information Services (IIS) Manager window.
12
After you enable SSL for each of the files, launch Internet Explorer, and then click Tools > Internet Options.
13
Click the Advanced tab.
14
Scroll down to the bottom of the Settings box until you see the Security section.
15
Select the Warn if changing between secure and not secure mode option. If you do not want to receive a warning message each time you log on to Contact Center Manager Administration, then leave this option cleared.
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16
Click OK.
17
On the client PC, add https:// as a trusted site in Internet Explorer on the client PC in addition to http://. For more information about adding Web sites as a trusted site in Internet Explorer, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
Contact Center Manager Administration
December 2007
Managing security
Applying security patches to the CCMA server Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role. Microsoft security guidelines In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor. Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. To ensure that you are running your server with the most current Microsoft patches, complete the following tasks:
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.
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Managing security
Standard 10.15
Backup Contact Center Manager Administration (including the server and database), then shut down all Contact Center Manager Administration services before you apply any Microsoft security hotfixes using the Microsoft instructions. Apply Microsoft security updates on a timely basis.
If Contact Center Manager Administration does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Contact Center Manager Administration (from the backup you made before applying the patch). For added security, always check to see if Nortel verified the Microsoft patch for its compatibility with Contact Center Manager Administration by going to the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com.
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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 you can quickly deploy 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 Manager Administration is located. You can deploy the Security Template either before or after you install the server software. If you activate the Nortel Contact Center Security Template locally (on the server on which you installed Contact Center Manager Administration), you must select the applicable Security Template for the Nortel Contact Center application server and download the selected template from the Meridian PEP Library Web site (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. To activate the Nortel Contact Security Template on a co-resident server, make sure that you download the co-resident template.
Deploying the Nortel Contact Center Security Template 1
Log on to the server as the Administrator.
2
Click Start > Run.
3
Type mmc, and then click OK.
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Standard 10.15
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.
Contact Center Manager Administration
December 2007
Managing security
Result: Security Configuration and Analysis appears in the Add/Remove Snap-in window.
8
Click OK.
9
In the Console window, right-click Security Configuration and Analysis.
10
Click Open Database.
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Standard 10.15
Result: The following window appears:
11
In the File Name box, enter a new database name (for example CCMA 6.0 Security Template).
12
Click Open. Result: The Import Template window appears.
13
Select CCMA 6.0 Security Template.inf, and then click Open.
14
In the Console window, right-click Security Configuration and Analysis.
15
Click Analyze Computer Now. Result: The Perform Analysis window 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.
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Click OK. Contact Center Manager Administration
December 2007
17
Managing security
Right-click Security Configuration and Analysis, and then choose Configure Computer Now. Result: The Configure System window 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.
18
Click OK.
19
Restart the server to activate the new security policy and configuration.
To apply 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) of which the Contact Center 6.0 server is a member. 1
Open Group Policy Management Console (GPMC).
2
In the console tree, expand the domain or OU into which you want to import the Security Template. Right-click the Group Policy object that you want to edit, and then click Edit.
3
On the Group Policy Object Editor console tree, click Computer Configuration.
4
Click Windows Settings, and then right-click Security Settings.
5
Click Import Policy.
6
Select the Contact Center 6.0 Security Template that you want to import, and then click Open.
Installation and Maintenance Guide
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Managing security
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Standard 10.15
Contact Center Manager Administration
Chapter 18
Troubleshooting In this section Technical support
1798
Section A: Installation or upgrade problems
1799
Section B: Communication problems between CCMA and CCMS
1825
Section C: Client PC problems
1843
Section D: General CCMA problems
1863
Section E: Simple Object Access Protocol errors
1883
Section F: Real-time Statistics Multicast (RSM) problems
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Section G: Real-Time Reporting problems
1907
Section H: Historical reporting problems
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Section I: Configuration Tool problems
1957
Section J: Access and Partition Management
1959
Section K: Contact Center Management
1965
Section L: Agent Desktop Display problems
1969
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Standard 10.15
Technical support If you experience technical difficulties, ensure that you download the latest Service Updates and addenda for both Contact Center Manager Server and Contact Center Manager Administration. You can download the latest installation or documentation addendum from either www.nortel.com (for end customers), or www.nortel.com/pic (for distributors), and the latest Service Updates from www.nortel.com/espl. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
Remote Support Nortel personnel use pcAnywhere as the preferred remote support tool. Alternatively, Nortel also accepts Microsoft Remote Desktop Connection as a remote support tool. To install your remote support access tool, see Step 2. “Install 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 Manager Administration server.
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Troubleshooting
Section A: Installation or upgrade problems
In this section CCMA does not function correctly after an upgrade from SWC 4.5
1800
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1804 CCMA installation fails when you install Windows Server 2003 Release 2 optional features 1805 SU02 or SUS0201 installation fails
1807
Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA1810 Windows Installer Error
1812
Crystal Reports 10.0 Hotfix install error
1814
Encrypt password for CCMA Users error
1815
Encrypt password for CCMA user fails during installation
1816
Cannot find script file PortLdap.vbs when you reinstall CCMA
1819
Cannot log on to Server Utility
1820
IIS Worker Process Errors after you reboot CCMA
1821
ASP.NET not configured properly in IIS
1822
CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA 1823
Installation and Maintenance Guide
1799
Troubleshooting
Standard 10.15
CCMA does not function correctly after an upgrade from SWC 4.5 You upgrade to Contact Center Manager Administration, but Contact Center Manager Administration does not function correctly. For example, pages and tabs load incorrectly, new components and features are unavailable, and scripting errors occur.
Solution Ensure that you refresh your Contact Center Manager Servers. Although Contact Center Manager Administration automatically refreshes all servers every 12 hours, Nortel recommends that you manually refresh servers in the following scenarios to ensure that Contact Center Manager Administration functions correctly. Use the Refresh All Servers option to refresh all servers at the same time when:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. The Contact Center Manager Administration server is changed to connect to a standby Contact Center Manager Server.
Use the Refresh Server option to refresh only the Contact Center Manager Server that incurred a change when:
You upgrade the Symposium Call Center Server or Contact Center Manager Server. You install or uninstall a Service Update (SU) on the Contact Center Manager Server. A new license file is issued and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server).
If you change the password of sysadmin in the Server Utility, you must change the password in that server. 1800
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December 2007
Troubleshooting
Refreshing all servers in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
4
Click Yes.
5
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that were successfully refreshed also appears in the Audit Trail.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Refreshing a single server in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the system tree, click the server that you want to refresh.
4
On the menu, click Server > Refresh Server. You can also right-click the server, and then select Refresh Server from the resulting menu. Result: The system asks if you are sure you want to refresh the selected server.
5
Click Yes. Result: The system instructs you to ensure that all browsers using Contact Center Manager Administration are refreshed. This is because if there is a feature change to the Contact Center Manager Server, the change is not reflected in the browsers until the browsers are refreshed.
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December 2007
6
Troubleshooting
Click Yes. Result: The system refreshes the server in the system tree. A message appears at the bottom of the screen to indicate that the server was successfully refreshed.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 After you uninstall Contact Center Manager Administration and Windows Server 2003 Service Pack 1 on a Windows 2003 server and then reinstall Contact Center Manager Administration, you cannot log on. When you log on to Contact Center Manager Administration, you receive the following error message, “Page cannot be displayed.” This problem occurs because the asp.dll version number changes when you uninstall SP1. Therefore, you cannot launch ASP pages.
Solution You must reset the asp.dll version number by performing the following steps:
1804
1
Uninstall Contact Center Manager Administration from the application server.
2
Uninstall IIS (Internet Information Services) and ASP.net components on the application server.
3
Reinstall IIS (Internet Information Services) and ASP.net components on the application server.
4
Reinstall Contact Center Manager Administration on the application server.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA installation fails when you install Windows Server 2003 Release 2 optional features The following error messages appear when you attempt to install Contact Center Manager Administration: The server is not operational, Error 0X80072J3A on GetObject method Run-time error ‘-2147463168 (80005000)’ ADSI error; an invalid directory pathname was passed.
Problem Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
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
Windows Share Point Services
If you attempt to perform an installation of Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components listed above, your Contact Center Manager Administration installation will fail.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Solution If you install Contact Center Manager Administration on a Windows Server 2003 Release 2 operating system with the optional features, you must reinstall Windows Server 2003 Release 2 without installing the new optional features. Then proceed with the installation of Contact Center Manager Administration. To install Windows Server 2003 Release 2 without the optional features, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you receive a prompt to install CD2, click Cancel and then click OK. For more information about installing the Windows Server 2003 Release 2 operating system without the optional features, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Contact Center Manager Administration
December 2007
Troubleshooting
SU02 or SUS0201 installation fails When you install SU02 or SUS0201, you receive the following error message: “Error 1920. Service CCMA LMService (CCMALMService) failed to start. Verify that you have sufficient privileges to start system services.”
Problem An installation of SU02 or SUS0201 fails because the License Manage service does not start if the ServerSoapName key in the registry is greater than 24 characters. The ServerSoapName value exceeds 24 characters when your site references the Contact Center Manager Administration fully qualified domain name in the SOAP files, and you enter a URL of more than 24 characters in the SOAP Configuration Parameters window during the Contact Center Manager Administration installation. Determining the number of characters in the Contact Center Manager Administration server name used in the SOAP files 1
Open Windows Explorer and browse to the location where Contact Center Manager Administration is installed.
2
Use a text editor (for example, Notepad) to open the file SOAPWrapper.WSDL.
3
Scroll down to the end of the file to view the Contact Center Manager Administration server name being used in the port address. Example: <soapaddresslocation = ‘http://CCMASRV/SWCCommon/ SOAP/SOAPWrapper.ASP’/> In this example, CCMASRV is the Contact Center Manager Administration server name.
4
Count the number of characters in the Contact Center Manager Administration server name. If the number of characters exceeds 24, then the Licence Manager Service does not start when you install SU02 or SUS0201.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Solution To resolve this problem, you must temporarily change the ServerSOAPName value in the registry to be less than 24 characters. After the installation is complete, you can revert to the original ServerSOAPName containing more than 24 characters. Changing the ServerSOAPName value in the registry to be less than 24 characters 1
Click Start > Run.
2
In the text box, type regedit.
3
Click OK. Result: The Registry Editor appears.
4
In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
5
In the data column of the ServerSoapName key, edit the Contact Center Manager Administration name to a name containing less than 24 characters. (For example, remove the domain extension from the server name.)
6
On the License Manager Service Error dialog box, select Retry. Result: The License Manager Service starts and the installation is complete.
Reverting to the original ServerSOAPName in the registry after the installation To revert to the original ServerSOAPName in the registry after the successful installation, use the registry editor and change the registry key HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName back to the original ServerSOAPName Installing SU02 and SUS0201 in the same maintenance window If you install SU02 and SUS0201 in the same maintenance window with a Contact Center Manager Administration server name exceeding 24 characters, you must perform the following tasks in order:
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Contact Center Manager Administration
December 2007
Troubleshooting
1
Install SU02 using the original ServerSOAPName.
2
When the error message occurs, edit the registry key to a value less than 24 characters and complete the installation of SU02.
3
Revert to the original ServerSOAPName exceeding 24 characters after you install SU02.
4
Install SUS0201 using the original ServerSOAPName.
5
When the error message occurs, edit the registry key to a value less than 24 characters and complete the installation of SUS0201.
6
Revert to the original ServerSOAPName exceeding 24 characters after you install SUS0201.
For Report Creation Wizard to function with a ServerSOAPName greater than 24 characters, you must install DP020101 after you install SU02 and SUS0201 using the preceding workaround. If the preceding solution does not correct the problem, register the wclientaudittrail.dll using the following command in the Run prompt: Regsrv32 “C:\Program Files\Nortel Networks\WClient\Server\wclientaudittrail.dll” Then click Retry on the License Manager Service Error dialog box.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA After you input the password information for the iceAdmin account during Contact Center Manager Administration installation, you receive the following Windows Script Host error message, “There is no file extension in “C:\PROGA~1\Nortel”.” The Contact Center Manager Administration installation does not install the ADAM application even though the installer acknowledges the error and attempts to continue with the Contact Center Manager Administration installation. This problem occurs when the capability to generate 8.3 style short filenames is disabled in your Windows operating system either as part of its operating system image or through your security policy. Contact Center Manager Administration installation fails if the Windows Server 2003 8.3 type filename is disabled. Specifically, the Microsoft ADAM (Active Directory Application Mode) component fails to install.
Solution You must change the value of the following registry key from 1 to 0 to enable the generation of 8.3 style short filenames: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf sdisable8dot3namecreation Enabling the generation of 8.3 style short filenames 1
Click Start > Run.
2
In the text box, type regedit.
3
Click OK. Result: The Registry Editor appears.
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Contact Center Manager Administration
December 2007
Troubleshooting
4
In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst em\ntfsdisable8dot3namecreation.
5
Change the value of the registry key from 1 to 0 by double-clicking on the registry ntfsdisable8dot3namecreation value, and changing the value in the Value Data field of the Edit dialog box from 1 to 0.
6
Close all windows to complete the procedure.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Windows Installer Error If you have multiple Administrator accounts, you must ensure that
you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. you select the local machine if you first installed the patches in a workgroup.
If you install an update with one account and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails, and you receive the following Windows Installer error toward the end of the procedure: This action is only valid for products that are currently installed.
Solution Verify the user account that installed the software, SU, SUS, or DP. Use Add/ Remove Programs to verify the user account that installed the software, Service Updates, Service Update Supplements, or Designer Patches. If you tried to install the next update or uninstall the current patch while logged on as a different user account, complete the following procedures: For Contact Center Manager Administration installation/uninstallation Click OK, when the Windows Installer error message appears. Result: The installation/uninstallation continues. There is no impact to Contact Center Manager Administration installation/ uninstallation.
For Service Update or Service Update Supplement or Designer Patch uninstallation
1812
1
Click OK, when the Windows Installer error message appears.
2
Log off of Windows.
3
Log on to Windows with the user account that originally installed the Service Update or Service Update Supplement or Designer Patch. Contact Center Manager Administration
December 2007
4
Troubleshooting
Uninstall the Service Update, Service Update Supplement or Designer Patch again.
Installation and Maintenance Guide
1813
Troubleshooting
Standard 10.15
Crystal Reports 10.0 Hotfix install error When you install Crystal Reports 10.0 Hotfix, you receive the following error message towards the end of the installation: Failed to create Backup folder -110
Solution Click OK when the error message appears. The installation proceeds and there is no impact to the Crystal Reports 10.0 Hotfix or the Contact Center Manager Administration software.
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Contact Center Manager Administration
December 2007
Troubleshooting
Encrypt password for CCMA Users error During a Contact Center Manager Administration upgrade procedure, a runtime error occurs: Run-time error -2147218504 (80040bb8): Unknown record error passed
Solution 1
Click OK when the error message appears. Result: The upgrade completes with no impact to the software.
2
Contact Nortel Technical Support for details about applying the required patch to resolve the issue.
Installation and Maintenance Guide
1815
Troubleshooting
Standard 10.15
Encrypt password for CCMA user fails during installation When you install Contact Center Manager Administration, you receive the following EncryptPasswordForCCMAUsers.exe error after the IceAdmin password prompt: Runtime error 5: invalid procedure or path name.
After acknowledging the error, the Contact Center Manager Administration installation appears to continue. The Contact Center Manager Administration installation is not actually complete and you cannot log on to Contact Center Manager Administration with the default webadmin account.
Cause This problem can occur for one of two reasons.
If you change the default permission of the MachineKeys folder (C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys folder) for the Administrators and Everyone group, Contact Center Manager Administration cannot create the encryption key certificate. If the default owner for the security option System objects: objects created by members of the Administrators group is set to Object creator, only the user logged on to install Contact Center Manager Administration can access the encryption key certificate; access is denied from the iceAdmin account.
Solution Complete the following procedures to identify what is causing the EncryptPasswordForCCMAUsers.exe to fail and to correct the problem.
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Contact Center Manager Administration
December 2007
Troubleshooting
Verifying the permission settings for the RSA key file and the MachineKey folder 1
Open Windows Explorer and drill down to the folder C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys.
2
Look for the RSA key file with name starting as "fc1e3851f429ea606d6ffle01a5229f1...". Result: If the RSA key file exists, proceed to “Granting the Administrators group Full Control to the RSA key file” on page 1817. If this key file does not exist, proceed to “Granting the Administrators group Full Control to the MachineKeys folder” on page 1817.
Granting the Administrators group Full Control to the RSA key file 1
Navigate to C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys\fc1e3851f429ea606d6ff1e01 a5229f1_75c27f4a-a69e-407e-8292-667e120f8488.
2
Right-click the RSA key file and select Properties. Result: The Properties dialog box appears.
3
Select the Security tab.
4
Add the Administrators group with Full Control permission.
5
Uninstall the incomplete Contact Center Manager Administration installation.
6
Reinstall Contact Center Manager Administration application.
Granting the Administrators group Full Control to the MachineKeys folder 1
Navigate to C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys.
2
Right-click the MachineKeys folder and selet Properties. Result: The Properties dialog box appears.
3
Click the Security tab.
4
Add the Administrators group with Full Control permission.
5
Uninstall the incomplete Contact Center Manager Administration installation.
Installation and Maintenance Guide
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Troubleshooting
6
1818
Standard 10.15
Reinstall Contact Center Manager Administration.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot find script file PortLdap.vbs when you reinstall CCMA When you reinstall Contact Center Manager Administration on a server that is running Windows Server 2003 and you try install the software in a different directory than that in which you originally installed it, the installation halts and you receive the following error message: Cannot find script file PortLdap.vbs
Solution Uninstall the Contact Center Manager Administration software and then reinstall the software, choosing the same directory in which you originally installed it.
Installation and Maintenance Guide
1819
Troubleshooting
Standard 10.15
Cannot log on to Server Utility When you log on to the Server Utility, you receive the following error message: nbclt_translator.mdb error
This occurs on co-resident systems if you install Server Utility before the Contact Center Manager Administration software.
Solution 1
Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears.
1820
2
Click on the System DSN tab.
3
Under System Data Sources, click Translator_EN and click Configure.
4
Under Database, select c:\program files\Nortel\Contact Center\Server Utility\client\en\data\nbclt_translator.mdb.
5
Click OK.
6
Click OK.
7
Relaunch Server Utility.
Contact Center Manager Administration
December 2007
Troubleshooting
IIS Worker Process Errors after you reboot CCMA On Contact Center Manager Administration server, after you install software updates and reboot the server, a dialog box appears indicating that the IIS worker process closed due to a windows error. This may appear several times, where the times and dates are for previous time periods. These types of errors indicate that the IIS worker process crashed. These errors may be in the past. The server stores the errors and the IIS worker reports them when a user logs on after a reboot.
Solution 1
Click Don’t Send. There is no impact to the Contact Center Manager Administration installation or application.
2
If not previously reported, report the IIS Lockups specified in the error dialog box to Nortel Technical Support.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
ASP.NET not configured properly in IIS If you do not configure ASP.NET correctly prior to installing Contact Center Manager Administration, problems can occur
Solution 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
1822
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the following Web Service Extensions are present and that the status for each is Allowed.
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA When you install Contact Center Manager Server co-resident with Contact Center Manager Administration and not with License Manager, Contact Center Manager Administration overwrites the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\LM\LSHost key and changes the default License Manager IP address to 47.0.0.0. As a result, either of the following occurs:
Contact Center Manager Server starts up, but in a grace period. Contact Center Manager Server does not start up because it cannot get License Manager information
If you install Contact Center Manager Server co-resident with both Contact Center Manager Administration and License Manager, Contact Center Manager Administration does not overwrite the registry key.
Solution Manually change the value of the registry key (HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\LM\LSHost key) to the correct License Manager IP Address.
Installation and Maintenance Guide
1823
Troubleshooting
1824
Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section B: Communication problems between CCMA and CCMS
In this section CCMA does not function correctly after you make a change to the CCMS 1826 Cannot communicate with Contact Center Manager Server
1830
Changing the computer name of the Contact Center Manager Server
1831
Cannot connect to the CCMA server
1832
Installation and Maintenance Guide
1825
Troubleshooting
Standard 10.15
CCMA does not function correctly after you make a change to the CCMS You make a change to the Contact Center Manager Server (for example, perform an upgrade, install or uninstall an SU, change to a standby Contact Center Manager server, or you receive a new license file), and the Contact Center Manager Administration no longer functions correctly. For example, pages and tabs load incorrectly, new components and features are unavailable, and scripting errors occur.
Solution Ensure that you refresh your Contact Center Manager Servers. Although Contact Center Manager Administration automatically refreshes all servers every 12 hours, Nortel recommends that you manually refresh servers in the following scenarios to ensure that Contact Center Manager Administration functions correctly. Use the Refresh All Servers option to refresh all servers at the same time when:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. You change the Contact Center Manager Administration server to connect to a standby Contact Center Manager Server.
Use the Refresh Server option to refresh only the Contact Center Manager Server that incurred a change when:
1826
You upgrade the Symposium Call Center Server or Contact Center Manager Server. You install or uninstall a Service Update (SU) on the Contact Center Manager Server. A new license file is issued and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server).
Contact Center Manager Administration
December 2007
Troubleshooting
If you change the password of sysadmin in the Server Utility, you must change the password in that server. Refreshing all servers in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
4
Click Yes.
5
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that were successfully refreshed also appears in the Audit Trail.
Installation and Maintenance Guide
1827
Troubleshooting
Standard 10.15
Refreshing a single server in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
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. You can also right-click the server to refresh, and then select Refresh Server from the menu. The system asks if you are sure you want to refresh the selected server. Result: The system warns that all browsers using Contact Center Manager Administration need to be refreshed. This is because if there is a feature change to the Contact Center Manager Server, the change is not reflected in the browsers until they are refreshed.
1828
Contact Center Manager Administration
December 2007
6
Troubleshooting
Click Yes. Result: The system refreshes the server in the system tree. A message appears at the bottom of the screen to indicate that the server was successfully refreshed.
Installation and Maintenance Guide
1829
Troubleshooting
Standard 10.15
Cannot communicate with Contact Center Manager Server There are a number of issues that may cause an inability to communicate with the Contact Center Manager Server. First, check to make sure that the Contact Center Manager Server IP address that you use is valid. If the Contact Center Manager Administration server cannot connect to Contact Center Manager Server, and you have already checked to make sure that the Contact Center Manager Server IP address is valid, perform the following test from the Contact Center Manager Administration server.
Testing Contact Center Manager Administration server communication with Contact Center Manager Server 1
Ping the Contact Center Manager Server. Contact your system administrator if you are unable to successfully ping the Contact Center Manager Server.
2
Check your cabling.
3
Check the IP addresses for the Contact Center Manager Administration servers and the servers in Contact Center Manager Server.
4
Check the versions on servers in Contact Center Manager Server, and confirm that they are compatible with Contact Center Manager Administration.
Solution After you perform your testing, take appropriate action as required.
1830
Contact Center Manager Administration
December 2007
Troubleshooting
Changing the computer name of the Contact Center Manager Server If you change the computer name of the Contact Center Manager Server or if you switch to a standby Contact Center Manager Server with a new name, you need to change the name of the Contact Center Manager Server on the Contact Center Manager Administration server.
Solution With a new feature in Contact Center Manager Administration 6.0, you can easily reconfigure the Contact Center Manager Administration server to connect to a secondary Contact Center Manager Server (different computer name/IP address). This lets Contact Center Manager Administration continue to communicate with a new standby Contact Center Manager Server; that is, retrieve all the data stored in the application server for that server even though it now has a different name. When a Contact Center Manager Server is changed to a different computer name and/or IP address, the following procedure must be performed on the Contact Center Manager Administration server. Changing the computer name of the Contact Center Manager Server on the Contact Center Manager Administration server 1
Log on to Contact Center Manager Administration as the webadmin user.
2
Open the Configuration component.
3
In the left pane, right-click the server with altered network settings.
4
Click Edit Properties. This enables the text fields for the servers name, IP address, logon ID and password.
5
Enter the new details and click Submit.
Installation and Maintenance Guide
1831
Troubleshooting
Standard 10.15
Cannot connect to the CCMA server If you change the computer name of the Contact Center Manager Administration server, you must perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name.
Solution The tips for changing the computer name and suggested postchange tasks vary based on whether the server is co-resident with Contact Center Manager Server or stand-alone. Refer to the appropriate scenario for the solution: Changing the computer name of a stand-alone server If you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must perform the following tasks to reset the name so that the Contact Center Manager Server and the Contact Center Manager Administration function properly: ATTENTION
1832
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Contact Center Manager Administration
December 2007
Troubleshooting
1.
This step is required only if you installed a release earlier than SU04. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration.
2.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
3.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility.
Changing the computer name of a co-resident server On a co-resident server, after you change the computer name, you must perform the following tasks to reset the name so that Contact Center Manager Server and Contact Center Manager Administration function properly. ATTENTION
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
1.
An administrator must run the Contact Center Manager Server Computer Name Sync utility. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
2.
This step is required only if you installed a release earlier than SU04. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration.
Installation and Maintenance Guide
1833
Troubleshooting
Standard 10.15
3.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
4.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility.
Running the ChangeSOAPSrv utility If you receive a message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
Make note of the path that appears in the message. If you have already closed the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
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.
3
At the prompt, type the following text (which includes the path that appears in the message): ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\Common\SOAP; where 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).
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name You must perform this procedure if you change the computer name of the server. 1
Click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
1834
Contact Center Manager Administration
December 2007
2
Troubleshooting
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.
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.
Installation and Maintenance Guide
1835
Troubleshooting
7
Standard 10.15
Click Browse. Result: The Select User dialog box appears.
8
Click Advanced. Result: The Select User dialog box expands.
1836
Contact Center Manager Administration
December 2007
9
Troubleshooting
Click Find Now. Result: The list of all the user accounts configured on the server appears.
Installation and Maintenance Guide
1837
Troubleshooting
10
Standard 10.15
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
1838
In the Password box, you must type the same password that you originally used for this account when you configured it in the procedure Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138.
Contact Center Manager Administration
December 2007
13
Troubleshooting
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 after a CCMA server name change 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.
Installation and Maintenance Guide
1839
Troubleshooting
3
Standard 10.15
Click IceAdmin Password Change. Result: The iceAdmin Password Change window 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
To export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
9
1840
To export scheduled reports to a domain network PC, click Domain Account.
Contact Center Manager Administration
December 2007
Troubleshooting
You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
Click OK. Result: The system verifies that you typed the same password both times, and then resets the password in all required components.
Installation and Maintenance Guide
1841
Troubleshooting
1842
Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section C: Client PC problems
In this section Client PCs cannot communicate with the CCMA server
1844
Running two CCMA sessions simultaneously on one client PC
1849
Internet Explorer problems
1850
Internet Explorer problems on client PCs running Windows XP SP2
1852
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1854 CCMA Web interface layout is distorted
1855
CCMA logon screen displays ERROR:UNKNOWN!
1856
Cannot launch windows in CCMA, pop ups are blocked
1857
CCMA logon page displays Connect Login Prompt
1859
Jet Database Engine error
1860
Cannot download third-party controls to the client PC
1861
CCMA Web Service failed to execute
1862
Installation and Maintenance Guide
1843
Troubleshooting
Standard 10.15
Client PCs cannot communicate with the CCMA server There are a number of issues that can cause client PCs to be unable to communicate with the Contact Center Manager Administration server. You must identify the source of your problem before determining the solution.
Solution First, check that the Contact Center Manager Administration username and password are valid. If you confirm that the username and password are valid, you must check the following issues to identify your specific problem:
1844
Test the communication from the client to the Contact Center Manager Administration server. Verify that Web users have permissions on all directories in the Contact Center Manager Administration Web site. When Contact Center Manager Administration is installed, it uses the default settings stored in IIS. If Web users do not have permissions, contact your site administrator For details about changing the settings in IIS. If you configure a Domain Name Server (DNS), verify that the computer name of the Contact Center Manager Administration server is registered on the DNS. If the computer name is not registered on your DNS, then Contact Center Manager Administration does not function properly. If you did not configure a DNS server, verify that you added the computer name of the Contact Center Manager Administration server to the HOSTS table on each client PC that accesses Contact Center Manager Administration. Check if Internet Explorer uses a proxy server. Ensure that the IIS service is running on the Contact Center Manager Administration server. Ensure that Active Directory Application Mode is installed on the Contact Center Manager Administration server. Contact Center Manager Administration
December 2007
Troubleshooting
Confirm that the event viewer logs are configured correctly on the Contact Center Manager Administration server. For more information, see “Configuring the event viewer logs on the Contact Center Manager Administration server” on page 1848.
Testing communication from the client to the Contact Center Manager Administration server If the client cannot connect to the Contact Center Manager Administration server, and you have already checked to make sure that the Contact Center Manager Administration username and password are valid, follow these steps: 1
Ping the Contact Center Manager Administration server.
2
Check the IP addresses for the Contact Center Manager Administration servers and the servers in Contact Center Manager Server.
3
Check your cabling.
4
Make sure the Web site is active on the Contact Center Manager Administration server.
5
Make sure the computer name of the Contact Center Manager Administration server is registered on the DNS server. Contact your system administrator if the Web site is active, the IP addresses are valid, and you are unable to successfully ping the Contact Center Manager Administration server.
Checking if Internet Explorer uses a Proxy Server If the client cannot connect to the Contact Center Manager Administration server, check whether Internet Explorer uses a Proxy Server. 1
On the Internet Explorer menu bar, click Tools > Internet Options > Connections > Lan Settings.
2
If the User Proxy Server check box is selected, contact your Proxy Server administrator to verify that there are no restrictions preventing you from accessing the Contact Center Manager Administration server.
Installation and Maintenance Guide
1845
Troubleshooting
Standard 10.15
To add the computer name of the CCMA server to the HOSTS table on each client PC (if you have not configured a DNS) Nortel recommends that the Contact Center Manager Administration server host name be resolved by the corporate DNS. However, if you did not configure a name resolution server during the operating system installation, then the client PCs that connect to Contact Center Manager Administration cannot find the Contact Center Manager Administration server. In this case, your next step is to manually update the HOSTS table on each client PC with the name and Nortel server subnet network interface IP address of the Contact Center Manager Administration server. When you use server names to connect to a Contact Center Manager Administration server in TCP/IP networks, the server name must be associated with an IP address. The HOSTS table carries out this association, which is called host name resolution.
The HOSTS table resolves host names to IP addresses on local computers.
Based on the operating system installed on the client PC, sample host tables are located in varying directories. With the Windows 2003 installation, for example, sample HOSTS tables are provided in the following directory: [x]:\WINDOWS\system32\drivers\etc
On each client PC, use a text editor to modify the HOSTS tables by entering the computer name and IP address of the Contact Center Manager Administration server. ATTENTION
1846
You do not have to use HOSTS tables for name resolution if the name of the Contact Center Manager Administration server is registered on a DNS server.
Contact Center Manager Administration
December 2007
Troubleshooting
The following sample HOSTS tables are provided as a guideline, but are not intended to indicate exactly how the HOSTS tables are configured on the client PC. ATTENTION
Incorrectly modifying a HOSTS table on the client PC can cause extensive network problems. Before you modify any of the HOSTS tables on the client PC, you must carefully review the detailed information about HOSTS in the supporting Microsoft documentation.
Sample HOSTS table The HOSTS table consists of a list of IP addresses followed by a computer name: 123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the Contact Center Manager Administration server. Separate the two values by using the space or tab key. HOSTS tables are case-sensitive. After you edit and save the HOSTS file, the system automatically reads your new settings. If you edit the sample HOSTS file, then save the file with no extension to enable the system to recognize your changes. Verifying that IIS is running on the Contact Center Manager Administration server 1
On the Contact Center Manager Administration server, click Start > All Programs > Administrative Tools > Services. Result: The Services window appears.
2
In the right pane, locate the IIS Admin Service.
3
In the Status column, verify that the IIS Admin Service is Started.
Installation and Maintenance Guide
1847
Troubleshooting
Standard 10.15
Verifying that Microsoft Active Directory Application Mode (ADAM) is installed on the Contact Center Manager Administration server 1
Click Start > Control Panel. Result: The Control Panel window appears.
2
Double-click the Add or Remove Programs icon. Result: The Add or Remove Programs window appears.
3
If the following program is listed in the Add or Remove Programs window, ADAM is installed on the Contact Center Manager Administration server:
Adam Instance SymposiumWC
Note: The ADAM program group also appears in the Start menu program list if ADAM is installed.
Configuring the event viewer logs on the Contact Center Manager Administration server If the event viewer log properties are set to the default value of overwriting events after seven days, then the event log may become full, preventing Contact Center Manager Administration users from logging on to the Contact Center Manager Administration server. To avoid this problem, after you install Windows Server 2003, configure each of the event viewer logs on the Contact Center Manager Administration server to Overwrite events as needed by following these instructions. 1
On the Contact Center Manager Administration server, click Start > All Programs > Administrative Tools > Event Viewer. Result: The Event Viewer window appears, listing the log files on the Tree tab.
2
On the Tree tab, right-click the first log file, Application Log, and from the menu, click Properties. Result: The corresponding Properties window appears.
1848
3
In the Log size area of the window, ensure the Overwrite events as needed option is selected.
4
Click OK to save your changes and close the Properties window.
5
Perform this procedure for each of the log files in the tree.
Contact Center Manager Administration
December 2007
Troubleshooting
Running two CCMA sessions simultaneously on one client PC For proper Contact Center Manager Administration functionality, you must not run more than one Contact Center Manager Administration session at any given time on a single client PC. In certain scenarios, if you run more than one session simultaneously on a client PC (with different Contact Center Manager Administration users), interference can occur between the sessions.
Installation and Maintenance Guide
1849
Troubleshooting
Standard 10.15
Internet Explorer problems To identify the source of your problem, check the following items:
Check that Internet Explorer 6.0 or later is installed with the latest supported Service Pack on the client PC. For information about the service packs that are validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. Check that you configured security in Internet Explorer correctly. For more information, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. If you receive error messages from Internet Explorer indicating that your Web site cannot run Out of Process components, follow the steps in “Enabling Out of Process components” on page 1850.
Solution Depending on the source of your problem, you may have to reinstall the correct version of Internet Explorer on the client PC, or reconfigure Internet Explorer on the client PC. If you receive an error message that your Web site cannot run Out of Process components, perform the following procedure: Enabling Out of Process components 1
Create a script called AspAllowOutOfProcComponents.vbs using any text editor. Insert the following commands: Set objWebService = GetObject(“IIS://LocalHost/w3svc”) ' Enable AspAllowOutOfProcComponents. objWebService.Put “AspAllowOutOfProcComponents”, True ' Save the changed value to the metabase. objWebService.SetInfo
1850
Contact Center Manager Administration
December 2007
Troubleshooting
2
Save the script.
3
In Windows Explorer, double-click the script.
4
If this fails, reinstall the software.
Installation and Maintenance Guide
1851
Troubleshooting
Standard 10.15
Internet Explorer problems on client PCs running Windows XP SP2 Your client PC has Windows XP with Service Pack 2 installed. When you open a browser and log on to Contact Center Manager Administration, you receive messages regarding the running of .msi files (for example, the ClientSoap.msi file). The following message appears: “The publisher could not be verified. Are you sure you want to run this software?” Additionally, an error message appears, notifying you that connections are blocked by firewall errors. Your options are Keep blocking, Unblock, or Ask later.
Solution These messages appear only when the client PC is running Windows XP with Service Pack 2. With this operating system and service pack, Microsoft has changed the installer version, preventing certain .msi files from being automatically downloaded and installed. The first part of the solution involves the installation of the client portion of Simple Object Access Protocol (SOAP). Because Contact Center Manager Administration requires that you download and install the ClientSoap.msi file, you must manually accept the download and installation of this file. 1
When the message “The publisher could not be verified. Are you sure you want to run this software?” appears, click Yes. Result: The system installs the client portion of SOAP. The second part of the solution involves opening the ports required for downloading the ActiveX controls needed by Real-Time Reporting and Emergency Help. When these ports are open, the firewall errors Keep blocking, Unblock, or Ask later do not appear and you can automatically download these controls when you launch these components.
2
1852
Consult the Microsoft documentation for instructions for opening ports. Then open the following ports individually:
Contact Center Manager Administration
December 2007
Troubleshooting
Emergency Help, UDP 8200
Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
Unicast real-time reports, UDP 7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
Result: You can now automatically download and install the ActiveX controls required for Emergency Help and Real-Time Reporting.
Installation and Maintenance Guide
1853
Troubleshooting
Standard 10.15
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 After uninstalling Contact Center Manager Administration and SP1 on a Windows 2003 server, you cannot log on after reinstalling Contact Center Manager Administration. When attempting to log on to Contact Center Manager Administration, you receive the error message: “Page cannot be displayed.” This problem occurs because the asp.dll version number changes when you uninstall SP1. Therefore, you cannot launch ASP pages.
Solution You must reset the asp.dll version number by performing the following steps:
1854
1
Uninstall Contact Center Manager Administration from the application server.
2
Uninstall IIS (Internet Information Services) and ASP.net components on the application server.
3
Reinstall IIS (Internet Information Services) and ASP.net components on the application server.
4
Reinstall Contact Center Manager Administration on the application server.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA Web interface layout is distorted Your display settings are not optimized for the Contact Center Manager Administration Web interface.
Solution Check the display settings on your computer and, if required, resize the font. Checking the display settings of your computer 1
Click Start > Control Panel.
2
Double-click the Display icon.
3
Click the Settings tab.
4
In the Screen Resolution area, drag the slider until the value reads at least 1024 x 768 pixels (the screen resolution cannot be lower than this value).
5
Click the Appearance tab.
6
From the Font size list, select Normal.
7
Click OK to save your changes.
Setting the font size in Internet Explorer 1
In Internet Explorer, on the View menu, click Text Size > Medium. If the text or content displayed in Internet Explorer is too large for the window, and you cannot resize the window, select Text Size > Smaller, or Text Size > Smallest.
Installation and Maintenance Guide
1855
Troubleshooting
Standard 10.15
CCMA logon screen displays ERROR:UNKNOWN! When you attempt to launch Contact Center Manager Administration the logon screen displays ERROR: UNKNOWN!
Solution Ensure that display settings for Internet Explorer are configured for Western European (ISO). Configuring Internet Explorer display settings for Western European (ISO) 1
Open the Internet Explorer browser window.
2
In Internet Explorer, select View > Encoding. Result: The Encoding selection menu appears.
1856
3
Ensure that Western European (ISO) is selected.
4
Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot launch windows in CCMA, pop ups are blocked When you attempt to launch a window in Contact Center - Manager, the window does not open. You may be presented with a message that says “Pop ups were blocked on this page.” In order for all components of Contact Center Manager Administration components to function correctly, you must disable pop-up blockers on Internet Explorer.
Solution Because the procedures to disable pop-up blockers vary depending on the type of pop-up blocker, the procedure to disable your pop-up blocker may differ from the procedures listed here. For more information about how to disable pop-up blockers that are not listed here, contact the pop-up blocker provider. Disabling the Yahoo pop-up blocker 1
Launch Internet Explorer.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one labelled Pop-Up Blocker Is On or Pop-Up Blocker Is Off. Note: The button is usually to the left of the Highlight button.
3
Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Disabling the Google pop-up blocker 1
Launch Internet Explorer.
2
On the Google toolbar, usually found along the top of the browser window, click on the Popup blocker icon. Result: The icon now says “Site popups allowed”.
Installation and Maintenance Guide
1857
Troubleshooting
Standard 10.15
To turn off the Windows XP Service Pack 2 pop-up blocker 1
1858
Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA logon page displays Connect Login Prompt When attempting to load the Contact Center Manager Administration logon screen, the Connect to logon window appears prompting you for a username and password.
Problem The IUSR_SWC password configured in IIS does not match the password specified for that user account in Computer Management.
Solution Reset the IUSR_SWC password in IIS to match the IUSR_SWC password in Computer Management. If you cannot remember the original IUSR_SWC password, reset the password in Computer Management and IIS by following the steps in Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138.
Installation and Maintenance Guide
1859
Troubleshooting
Standard 10.15
Jet Database Engine error You receive the following JET Database Engine error when you try to log on to Contact Center Manager Administration. Microsoft JET Database Engine error ‘80004005’ Unspecified error /SWCCommon/includes/internationalization.inc, line 21
Solution
1860
1.
Add the IUSR_SWC User to the Administrator group on the server.
2.
Navigate to the Local Settings Temp Directory by typing %temp% at the command prompt.
3.
Add the Administrator group and the Authenticated Users group to the security settings for the Temp Directory with Read/Write permissions.
4.
Reset IIS.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot download third-party controls to the client PC If your client PC runs Windows 2000 and you have problems downloading required third-party controls to the client PC, it may be due to the settings for the local security policy Unsigned non-driver installation behavior. If this policy is set to Do not allow installation, then you cannot install unsigned third-party controls on the client PC. For more information about this policy, and for instructions for changing its settings, see “Verifying your local security policy settings (Windows 2000 only)” on page 305.
Installation and Maintenance Guide
1861
Troubleshooting
Standard 10.15
CCMA Web Service failed to execute When you attempt to log on to Contact Center Manager Administration, all Web services fail and an error message appears. This error can occur when the client PC has Windows/System32/vbscript.dll version 5.6 installed but is not the registered version of vbscript.dll, which is version 5.0. If this error appears on all client PCs, then the Contact Center Manager Administration server was not configured correctly.
Solution Register Windows/System32/vbscript.dll.
1862
Contact Center Manager Administration
December 2007
Troubleshooting
Section D: General CCMA problems
In this section You forgot the iceAdmin password
1864
Contact Center Manager Administration is not functioning correctly
1870
Server tree icons are missing
1873
CCMA LMService license grant and release events are not logged
1874
The browser is preventing ActiveX controls from installing
1875
Cannot open technical documentation (.pdf files) through CCMA
1877
Problems with check boxes and Submit buttons
1878
Contents from the about:blank Web site are blocked by Internet Explorer 1880 Performance issues occur when you install Microsoft SPs or Hot Fixes
Installation and Maintenance Guide
1881
1863
Troubleshooting
Standard 10.15
You forgot the iceAdmin password If you forget or misplace the iceAdmin password, you can use the procedure in this section to reset it. You can also use the first part of this procedure (steps 1 to 7) if you forget or misplace the password and you upgrade from Contact Center Manager Administration to a later release. During the upgrade process, the system asks you to type the old iceAdmin password. At this point in the installation—and without halting the installation process—you can perform steps 1 to 7 in the following procedure, and then return directly to the upgrade installation, typing the iceAdmin password that you supply in step 6 in the following procedure as the old iceAdmin password in the upgrade installation. Manually resetting the password involves the following two main steps: 1.
You must reset the password in Windows.
2.
You must reset the password by using the iceAdmin Password Change utility that is provided with Contact Center Manager Administration.
Resetting the iceAdmin password in Windows You must log on as a user with administrator privileges before you perform this procedure.
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Troubleshooting
On the Contact Center Manager Administration server, click Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
Locate and right-click the iceAdmin user.
5
From the menu, select Set Password. Result: The Set Password window appears.
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6
In the boxes provided, type the new password and confirm the password.
7
Click OK.
8
Close all windows to save your changes. Continue with the following steps to change the password using the iceAdmin Password Change Utility.
Contact Center Manager Administration
December 2007
Troubleshooting
Changing the password using the iceAdmin Password Change Utility 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 window appears.
4
In the Old Password box, type the same password that you used in step 6.
5
In the New Password box, type a new password for the iceAdmin user account.
6
In the Confirm Password box, type the new 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 do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR To export scheduled reports to a domain account, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.
9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Contact Center Manager Administration is not functioning correctly Various issues arise in Contact Center Manager Administration functionality including any or all of the following:
Scrips cannot be open Cannot load Historical Reporting Component (Debug Error displayed and no Contact Center Manager servers listed)
Cannot view online Help
Cannot open the Connection Status
Cannot open About Contact Center Manager Administration window
Pages and tabs do not load correctly
New components and features are unavailable
Scripting errors occur
Solution Check for the following possible sources of the problem: 1.
Ensure that you removed or disabled all Blocking Popups software.
2.
Ensure that you refreshed your servers.
Disabling the Yahoo pop-up blocker Because the procedures to disable pop-up blockers vary depending on the type of pop-up blocker, the procedure to disable your pop-up blocker may differ from the procedures listed here. For more information about how to disable pop-up blockers that are not listed here, contact the pop-up blocker provider. 1
Launch Internet Explorer.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one labelled Pop-Up Blocker Is On or Pop-Up Blocker Is Off. The button is usually to the left of the Highlight button.
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3
Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Disabling the Google pop-up blocker 1
Launch Internet Explorer.
2
On the Google toolbar, usually found along the top of the browser window, click on the Popup blocker icon. Result: The icon now says “Site popups allowed”.
Turning off the Windows XP Service Pack 2 pop-up blocker Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.
Refreshing all servers in the system tree Although Contact Center Manager Administration automatically refreshes all servers every 12 hours, Nortel recommends that you manually refresh servers in the following scenarios to ensure that Contact Center Manager Administration functions correctly.
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. The Contact Center Manager Administration server is changed to connect to a standby Contact Center Manager Server. You upgrade the Symposium Call Center Server or Contact Center Manager Server. You install or uninstall a Service Update (SU) on the Contact Center Manager Server. A new license file is issued and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server).
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If you change the password of sysadmin in the Server Utility, you must change the password in that server. ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
4
Click Yes.
5
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that were successfully refreshed also appears in the Audit Trail.
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Troubleshooting
Server tree icons are missing Server tree icons are missing in the Contact Center Manager Administration internet browser. Additionally, you cannot create new supervisors and agents in the Contact Center Management component. This problem occurs if the SSPNG2.dll file was not downloaded to c:\windows\system32 during the Contact Center Manager Administration installation.
Solution Extract SSPNG2.dll from c:\Program Files\Nortel Networks\WClient\Apps\Common\Controls\ccTree.cab into c:\windows\system32.
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CCMA LMService license grant and release events are not logged Contact Center Manager Administration LMService events 18002, 18003, 18004 and 18005 are not logged to the Windows security event log on Contact Center Manager Administration when the user opens or closes a Report Creation Wizard browser session. This problem occurs if the Audit Object Access security policy was not configured to audit the success and failure attempts.
Solution Perform the following procedure to configure the Audit Object Access security policy to audit the success and failure attempts. 1
On the Contact Center Manager Administration server, click Start > Administrative Tools > Local Security Policy. Result: The Local Securities Settings window appears.
2
In the left pane, expand the Local Policies folder by clicking the plus (+) sign next to Local Policies. Result: The folder expands.
3
In the Local Policies folder in the left pane, click the Audit Policy subfolder. Result: A list of audit policies appears in the right pane.
4
In the right pane, double-click Audit Object Access. Result: The Audit object access Properties window appears.
5
In the Audit object access Properties window, select Success. Result: A check mark appears next to the Success option.
6
In the Audit object access Properties window, select Failure. Result: A check mark appears next to the Failure option.
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Click Apply.
8
Click OK.
9
Close all windows to complete the procedure. Contact Center Manager Administration
December 2007
Troubleshooting
The browser is preventing ActiveX controls from installing You receive either of the following errors:
These errors occur if the Internet Explorer security setting Automatic prompting for ActiveX controls is set to Disable.
Solution Complete the following procedure to set the security setting Automatic prompting for ActiveX controls to enable. Alternatively, you can set the security setting Download signed ActiveX controls to enable. For more information, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. 1
Open Internet Explorer
2
From the menu, select Tools > Internet Options.
3
Select the Security tab.
4
Click the Trusted Sites icon.
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Standard 10.15
Click Custom Level. Result: The Security Settings window appears.
6
Under the ActiveX controls and plug-ins heading, for Automatic prompting for ActiveX controls, select the Enable option.
7
Click OK. Result: A dialog box will appear asking you to confirm your choice.
8
Click Yes.
9
Restart Internet Explorer for the changes to take effect. Now when the browser encounters an ActiveX control, a dialog box will appear asking the user if they want to install the control. To install the control, click Install. Below is an example of what the user sees.
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Cannot open technical documentation (.pdf files) through CCMA You copy the latest user guides to the Contact Center Manager Administration server according to the procedures documented in Step 24. “Copy latest user guides to the CCMA server” on page 250. However, you cannot open the user guides through Contact Center Manager Administration.
Solution You must change the security permissions of the folder where the guides are stored in Contact Center Manager Administration. Changing the folder security permissions where guides are stored in Contact Center Manager Administration 1
On the Contact Center Manager Administration server, browse to the following folder: ...\program files\Nortel Network\WClient\Apps\documentation\guides
2
Right-click the guides folder and select Sharing and Security. Result: The Properties dialog box for the folder appears.
3
Select the Security tab.
4
Click Advanced. Result: The Advanced Security Settings dialog box appears.
5
Select the Replace permission entries on all child objects with entries shown here that apply to child objects check box.
6
Click OK.
7
Close all dialog boxes to complete the procedure.
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Standard 10.15
Problems with check boxes and Submit buttons When you open certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting
you cannot use the Select All button to select all agents, skillsets, or access classes the Submit button remains disabled when you click Select All. In addition, the Submit button remains disabled when you click individual agents, skillsets, or access classes. any selected options do not get updated correctly.
In Access and Partition Management, when you view a partition and you select a user from the Members area, you cannot see the details for the selected user.
Solution This problem occurs only on PCs that run Windows Server 2003 and that are used to connect to Contact Center Manager Administration with SU03 or earlier. When Internet Explorer is used on a Windows Server 2003 platform, it includes the new Internet Explorer Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts. One of the features of this configuration is to automatically block Web sites that are not listed in the Trusted Sites zone. In Contact Center Manager Administration, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of a behind-the-scenes URL called about:blank to display the information correctly. Even after you add the Contact Center Manager Administration server URL as a Trusted Site (for example, http://swcservername), you still need to add the about:blank URL as a Trusted Site as well. This ensures that the about:blank URL is not blocked by Internet Explorer, and that the Select All and Submit buttons function properly.
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Adding the about:blank URL as a Trusted Site 1
On the Contact Center Manager Administration server running Windows Server 2003, open Internet Explorer.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Sites. Result: The Trusted sites window appears.
6
Ensure that the Require server verification {https:} for all sites in this zone check box is cleared.
7
In the Add this Web site to the zone box, type about:blank only (without the http:// prefix).
8
Click Add.
9
Ensure that about:blank appears correctly in the Web sites box.
10
Click OK to save your changes and return to the Internet Options window.
11
Click OK to close the Internet Options window.
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Contents from the about:blank Web site are blocked by Internet Explorer For the solution to this problem, see “Problems with check boxes and Submit buttons” on page 1878.
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Troubleshooting
Performance issues occur when you install Microsoft SPs or Hot Fixes When you install Microsoft Service Packs or Hot Fixes, performance issues occur. This can occur if Automatic Private IP Addressing (APIPA) is enabled on the Contact Center Manager Administration server.
About APIPA Automatic Private IP Addressing (APIPA) is a feature available with Windows 2000 and Windows 2003 operating systems that automatically assigns an IP address to an unconfigured network card. The assigned IP address is in the range 169.254.0.0 to 169.254.255.255. APIPA is automatically disabled in Contact Center Manager Administration 6.0 release SUS0202 and up. It is possible that when you install Microsoft service packs or hot fixes, the APIPA setting is overwritten. If APIPA is enabled on the Contact Center Manager Administration server and the server contains an unconfigured network card, the server is assigned an IP address for that network card. The Contact Center Manager Administration server can then provide this IP address to Contact Center Manager Server. This results in Contact Center Manager Server attempting to send notifications to the Contact Center Manager Administration server on an invalid IP address. The notifications timeout and the following can occur:
Contact Center Manager Server does not acquire TNs
ASM and TFE services remain in the Starting state
Performance on Contact Center Manager Server degrades
OAM Service does not respond to update requests from clients
The following information message appears in the system event log. 6/6/2003 7:16:17 AM Dhcp Warning None 1007 N/A WCHICAP Your computer has automatically configured the IP address for the Network Card with network address
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00065BF6EDB5. The IP address being used is 169.254.59.226.
Solution Disable APIPA on the Contact Center Manager Administration server. Disabling APIPA on the Contact Center Manager Administration server If the IPAutoconfigurationEnabled entry is not present, a default value of 1 is assumed, which indicates that APIPA is enabled. 1
On the Contact Center Manager Administration server, click Start > Run. Result: The Run dialog box appears.
2
In the Open box, type regedit, and then click OK. Result: The Registry Editor appears.
3
In the Registry Editor navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\ Parameters.
4
Right-click the Parameters folder and select New > DWORD Value.
5
Type IPAutoconfigurationEnabled as the name.
6
Right-click IPAutoconfigurationEnabled and click Modify. Result: The Edit DWORD Value dialog box appears.
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7
In the Value Data box, type 0 (zero).
8
In the Base section, select the Hexadecimal option.
9
Click OK.
10
Restart the Contact Center Manager Administration server.
Contact Center Manager Administration
December 2007
Troubleshooting
Section E: Simple Object Access Protocol errors
In this section Overview
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Contact Center Manager Administration server
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Client PC
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You receive a message to run the ChangeSOAPSrv utility
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Overview When you investigate Simple Object Access Protocol (SOAP) errors, you must check the settings and configuration on both the Contact Center Manager Administration server and the client PCs. This section is separated into the actions that you perform on each type of computer.
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Troubleshooting
Contact Center Manager Administration server If you receive Simple Object Access Protocol (SOAP) errors, check the following on the Contact Center Manager Administration server: 1.
Ensure that the Contact Center Manager Administration server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For information, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. In “Configuring Internet Explorer 6.0 or later on the client PC” on page 269, there are three options to configure Internet Explorer; Option 1 is the only one that requires you to set the Contact Center Manager Administration server as a Trusted Site. If you follow this option, you must also add the Contact Center Manager Administration server fully qualified domain name as a Trusted Site when your server meets the following conditions:
2.
You use the Contact Center Manager Administration server as a client PC. You use the server fully qualified domain name as the default URL to access Contact Center Manager Administration (as opposed to the computer name), and you typed this name in the SOAP Configuration Parameters window when you installed Contact Center Manager Administration on the server. You do not have to perform this step if you configured Internet Explorer according to Options 2 or 3.
Check for the required files on the Contact Center Manager Administration server, as follows: In the following path, C:\Program Files\Common Files\MSSOAP\Binaries where C is the drive on which SOAP is installed, ensure that these required SOAP .dll files exist: MSSOAP30.dll SOAPIS30.dll WHSC30.dll
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3.
WISC30.dll
In the following path, C:\Program Files\Common Files\MSSOAP\Binaries\Resources\1033 where C is the drive on which SOAP is installed, ensure that this required SOAP .dll file exists: MSSOAPR30.dll In the following path, C:\WINNT\System32 where C is the drive on which the operating system is installed, ensure that the following Microsoft XML parser files exist: msxml4.dll msxml4r.dll Ensure that the Contact Center Manager Administration server is registered with the DNS server by logging on to Contact Center Manager Administration using the server name, instead of the IP address. a. On the Contact Center Manager Administration server (or on a client PC), open Internet Explorer. b. In the Address box, type the URL of your Contact Center Manager Administration server, using the appropriate protocol for your network (either HTTP or HTTPS). Result: If the server is registered with the DNS server, then the Contact Center Manager Administration Logon page appears. If an error message appears, then the server name is not registered with the DNS server.
4.
Ensure that the appropriate SOAP files use the Contact Center Manager Administration server name as follows: a. Navigate to where Contact Center Manager Administration is installed: X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP b. Use a text editor, such as Notepad, to open the WSDL file, SOAPWrapper.WSDL. c. Scroll down to the end of the file and ensure that the port address does not reference localhost, but the Contact Center Manager Administration server name.
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Troubleshooting
Example The following line shows an example where the port address references the localhost, which is the wrong configuration for Contact Center Manager Administration: <soap:addresslocation='http://localhost/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> If you see the preceding configuration, then you must replace localhost with the computer name of the Contact Center Manager Administration server. In the following example, the computer name of the Contact Center Manager Administration server is SWCCONFIG: <soap:addresslocation='http://SWCCONFIG/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> 5.
Ensure that IIS is configured correctly, as follows: a. Click Start > All Programs > Administrative Tools > Internet Services Manager. b. In the Internet Information Services window, click the plus sign (+) beside the server name. c. In the tree, right-click Default Web Site, and then click Properties from the menu. d. Click the Home Directory tab. e. Click Configuration. f.
On the App Mappings tab, in the Application Mappings box, verify whether the .wsdl extension appears under the Extension column heading.
g. If this value exists, then it references the SOAPISAP.dll at the location C:\Program Files\Common Files\MSSoap\Binaries\SOAPISAP.dll. h. Select this line, and then click Remove. i.
Click OK twice to save your changes.
j.
Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6.
Ensure that the system can load the WSDL file, as follows:
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Standard 10.15
a. Open Internet Explorer. b. In the Address box, type the location of the WSDL file: http://servername/Common/SOAP/SOAPWrapper.WSDL where servername is the computer name of the Contact Center Manager Administration server. c. Press Enter. Result: The WSDL file appears in XML format. If the system cannot load the file in this format, then an error message appears.
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Troubleshooting
Client PC If you receive Simple Object Access Protocol (SOAP) errors, check the following on the client PC: 1.
Ensure that the Contact Center Manager Administration server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For details, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. In “Configuring Internet Explorer 6.0 or later on the client PC” on page 269, you must set the Contact Center Manager Administration server as a Trusted Site. You must also add the Contact Center Manager Administration server fully qualified domain name as a Trusted Site on the client PC when the following condition exists:
2.
You use the server fully qualified domain name as the default URL to access Contact Center Manager Administration (as opposed to the computer name), and you typed this name in the SOAP Configuration Parameters window when you installed Contact Center Manager Administration on the server.
Ensure that ClientSoap.msi is installed. To verify whether it is installed, ensure that all the SOAP and Microsoft XML parser files noted on page 1885 are in the same locations on the client PC.
The file WHSC30.dll only appears on client PCs running Windows Server 2003 and Windows XP. If the client PC runs on any other platform, then this file is not applicable. 3.
If ClientSoap.msi is not installed, then a message appears when you first attempt to log on to Contact Center Manager Administration, giving you the option of downloading the Client Soap package from the Contact Center Manager Administration server. You must have administrative privileges to install this package.
4.
If you used the fully qualified domain name when you installed Contact Center Manager Administration on the server, then you must also add this name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. Ensure that the name is set as a Trusted Site by performing the following steps:
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Standard 10.15
a. Click Tools > Internet Options. b. Click the Security tab. c. Click the Trusted Sites icon. d. Click Sites. e. Clear the Require server verification {https:} for all sites in this zone check box. f.
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In the Web sites box, ensure that the fully qualified domain name appears.
Contact Center Manager Administration
December 2007
Troubleshooting
You receive a message to run the ChangeSOAPSrv utility This message and the procedure that follows are applicable only to Symposium Web Client 4.5 SU05 or later; the message does not appear if you have a previous release of the software installed. This message appears when you launch a component that requires SOAP (for example, the Configuration component), but SOAP has not been configured correctly. When you launch the utility, it reconfigures the server name settings in the .WSDL files, enabling SOAP to function properly. This message usually appears because the incorrect server name was entered in the SOAP Configuration Parameters window during the Contact Center Manager Administration installation. If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,.<domain name>.com), then you must type this name during the installation. Likewise, if the client PCs that are used to access the Contact Center Manager Administration server are located outside the server domain, then you must type the fully qualified domain name in the SOAP Configuration Parameters window. However, if the server computer name was entered in this window instead, then SOAP malfunctions, and the ChangeSOAPSrv message appears.
Running the ChangeSOAPSrv utility If you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
Make note of the path that appears in the message. If you close the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
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.
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3
At the prompt, type the following text (which includes the path that appears in the message): ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\Common\SOAP; where 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).
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
1892
Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration).
Contact Center Manager Administration
December 2007
Troubleshooting
Section F: Real-time Statistics Multicast (RSM) problems
In this section Overview
1894
How to troubleshoot Real-time Statistics Multicast from the CCMA server 1899 The server is receiving, but not sending multicast
1902
How to troubleshoot Real-time Statistics Multicast from CCMS
1903
No data is multicasted out
1906
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Troubleshooting
Standard 10.15
Overview There are various issues that can affect your Real-time Statistics Multicast. The source of your problem can originate in the following network components:
the client PC
the Contact Center Manager Administration server
the Contact Center Manager Server
This section provides information about how to investigate the source of your issue by analyzing symptoms and using tools provided by Nortel in each of the network components. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
Determining the transmission method that is enabled on the CCMA server To help you troubleshoot problems with real-time displays, when you first launch a display and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. The following figure shows a display in which both icons are shown, indicating that the Contact Center Manager Administration server supports both multicast and unicast. In cases where only one transmission method is enabled, the corresponding icon appears on the display alone.
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Troubleshooting
After the display is launched, the icon indicates that the transmission mode that is actually being used to launch the display. The following figure shows a display that is receiving data through a unicast connection, a dedicated connection between the Contact Center Manager Administration server and client PC:
If this display were receiving multicast data, there would be a multicast icon at the top and there would be no direct connection to the Contact Center Manager Administration server. Instead, the client would be listening to a shared multicast data stream.
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Standard 10.15
Interpreting error messages on the client PC This section describes how to interpret error messages on the client PC. No unicast sessions available
This error normally appears on a client computer when an attempt to open a unicast channel fails and the client is not receiving multicast data. From the error message shown in the figure, you can see that the Contact Center Manager Administration server supports both multicast and unicast clients, so the implication is that this client is on a unicast-only segment of the network. The absence of a unicast icon indicates that the unicast connection was not successfully established and the client PC is not receiving data packets. In this case, close the display and try to launch it again later. If the problem persists, you may need to increase the number of unicast connections that the Contact Center Manager Administration server allows (subject to prior engineering analysis). No relevant data
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Troubleshooting
This window appears on a client computer when it is receiving data, but the data is not relevant for the current display (for example, when the information is not available within the user partitions or the current filter blocks the data from the display). The presence of the unicast icon indicates that a unicast connection was successfully established and the client PC is receiving data packets. No data is available on the network
This window appears on a client PC when it is not receiving any data. There is no icon at the top of the window, indicating that the display is not receiving any data. The Transmit Mode = Multicast note implies that the server only supports multicast, but, in this case, the client PC is not receiving multicast data. This may be the result of a network problem, or it may mean that the server can support unicast, but it has not been enabled. Report the problem to your administrator so that the administrator can check the Contact Center Manager Administration server settings and enable unicast, if necessary. The administrator may also check the network settings to determine why the client PCs cannot receive multicast data.
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Troubleshooting
Standard 10.15
The characters * and 0 appear in the display
Occasionally, the statistics in a real-time display may stop updating and the characters * and 0 appear instead of the variable fields. In a unicast environment, this indicates that the server has stopped sending data to this client. You must close and reopen the display. In a multicast environment, this can indicate that the server is no longer sending the multicast stream. Run a trace on the Contact Center Manager Administration server if the problem persists.
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Troubleshooting
How to troubleshoot Real-time Statistics Multicast from the CCMA server To troubleshoot Real-time Statistics Multicast, complete the following:
Ensure that the LAN/WAN supports multicast traffic by contacting your network administrator to confirm that the routers have multicast capabilities. Verify that you installed Microsoft Windows 2003 Service Pack 1. If you did not install Service Pack 1, you may not have the Internet Group Management Protocol (IGMP) hotfix patch that is required for real-time statistics multicast. Verify that you can send and receive data between Contact Center Manager Server, the Contact Center Manager Administration server, and the Contact Center Manager Administration server clients. For more information, see “Using ICERTDTrace to trace IP multicast data,” on page 1899. Confirm that the Real-time Statistics Multicast (RSM) components send data to the same IP multicast address. Check the IP Receive address for the Contact Center Manager Administration server. Make sure that it matches the IP Send multicast address setting in Contact Center Manager Server.
Using ICERTDTrace to trace IP multicast data Real-Time Display configurations of Contact Center Manager Administration include a diagnostic tool called ICERTDTrace.exe to assist you in determining whether your network is configured properly for IP multicasting. If you experience Real-Time Reporting or Agent Desktop Display problems, you can also use the tool to identify where the problem originates. Use the ICERTDTrace.exe to determine why real-time reporting is not displaying information about the Contact Center Manager Administration server after you configure RSM on Contact Center Manager Server.
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Standard 10.15
Using ICERTDTrace to test that the Contact Center Manager Administration server is receiving multicast from the Contact Center Manager Server 1
At a command prompt on the Contact Center Manager Administration server, navigate to the Contact Center Manager Administration folder C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which the operating system is installed.
2
To trace data sent from Contact Center Manager Server to the Contact Center Manager Administration server, type the following command: icertdtrace -r IPreceive -s -t <statistic type> <statistic type> must be one of agent, application, skillset, ivr, nodal, or route. The multicast address must be specified if the -s or -t options are used. The -s or -t options can be used individually. Result: The output log file is printed to the screen at run time to a text file to the following location: :\Program Files\Nortel Networks\ WClient\Server\IPRcvLog.txt.
Using ICERTDTrace to test that the Contact Center Manager Administration server is sending multicast to clients 1
At a command prompt on the Contact Center Manager Administration server, navigate to the Contact Center Manager Administration folder: C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which the operating system is installed.
2
1900
Type the following command: icertdtrace -r IPSend -s -t <statistic type>
Contact Center Manager Administration
December 2007
Troubleshooting
<statistic type> must be one of agent, application, skillset, ivr, nodal, or route. The multicast address must be specified if the -s or -t options are used. The -s or -t options can be used individually. Result: The output log file is printed to the screen at run time to a text file to the following location::\Program Files\Nortel Networks\ WClient\Server\IPSndLog.txt.
Installation and Maintenance Guide
1901
Troubleshooting
Standard 10.15
The server is receiving, but not sending multicast To solve this problem, check that the ICERtd Service is running. Check the application event log in the Windows Event viewer. If the event log contains errors relating to machine names or IP addresses, verify that all the configured Contact Center Manager Servers can be reached by their specified names (that is, ping the individual names and verify that the IP address that the system uses in the ping is the same one that appears in the Contact Center Manager Administration Configuration screen).
1902
Contact Center Manager Administration
December 2007
Troubleshooting
How to troubleshoot Real-time Statistics Multicast from CCMS If you have problems with real-time displays, you can use the Multicast Receive utility (mRcv.exe) on the Contact Center Manager Server to test the RSM service. The mRcv.exe utility displays statistical information according to the settings specified in a configuration tool called mRcv.ini.
Testing the RSM service using the mRcv.exe Because the mRcv.exe utility tests the RSM service send capabilities one port at a time, you must specify which IP address and port utility monitor the Mcast section of mRcv.ini file. 1
Modify the mRcv.ini file. a. Click Start > Programs > Windows Explorer. b. Navigate to the folder:\Nortel\iccm\bin\mRcv.ini. c. Use a text editor to open mRcv.ini. Result: The mRcv.ini file appears.
Installation and Maintenance Guide
1903
Troubleshooting
Standard 10.15
d. Modify the IP address or the port number, or both. The IP address field must be the multicast IP address of the Contact Center Manager Server. The port number corresponds to the port number of the statistic that you want to test. The port numbers listed within the section bordered by the number (#) symbols in the mRcv.ini file are for reference only and list all of the acceptable port numbers that you can use in your test. You can use these port numbers as an easy-to-access list of valid ports that are used in the system to display data. The only portion of the mRcv.ini file that can be modified is the [MCast] section at the bottom of the file. For example, to test receipt of Skillset - Interval to date data using mRcv.exe, check the port number for Skillset - Interval to date in the mRcv.ini file, and then change the port number for Skillset - Interval to date in the mRcv.ini file, and then change the Port=setting in the [Mcast] section to that port number. If Skillset - Interval to date = 6040 in the mRcv.ini file, the [Mcast] section of the mRcv.ini file must be modified as follows: [MCast] IP=234.5.6.7 Port=6040 Attention: The IP address must match your IP multicast address. e. Save the mRcv.ini file.
1904
Contact Center Manager Administration
December 2007
Troubleshooting
2
Click Start > Programs > Windows Explorer.
3
Navigate to the folder:\Nortel\iccm\bin.
4
Double-click mRcv.eve. Result: The mRcv.exe utility opens in a console window. If data is multicasted out, the command prompt window is populated with incoming data from the port and IP address that you specified in the mRcv.ini file.
The mRcv.exe utility displays all data being received on the selected port, including data that is not recognizable by RSM. All non-RSM data is identified as “Not recognized by RSM.” 5
To save the mRcv.exe utility data, run mRcv.exe from the command prompt (that is,:\Nortel\iccm\bin\mrcv>log.txt). Result: The log file with the name log.txt is saved in the same folder as mRcv.exe.
Installation and Maintenance Guide
1905
Troubleshooting
Standard 10.15
No data is multicasted out Ensure that all types of statistics are selected in the MulticastCtrl.exe. Ensuring that all statistics types are selected in the MulticastCtrl.exe 1
Click Start > Programs > Windows Explorer.
2
Navigate to the folder,:\Nortel\iccm\bin.
3
Double-click MulticastCtrl.exe. Result: The RTD Multicast controller window appears.
1906
4
Ensure that all types of statistics are selected.
5
Click Apply.
Contact Center Manager Administration
December 2007
Troubleshooting
Section G: Real-Time Reporting problems
In this section Real-time displays do not show any data
1908
Cannot launch real-time displays
1910
Cannot launch RTDs, others display negative values or long data strings 1913 No names appear in real-time displays
1914
Network Consolidated Real-Time Displays are missing sites
1925
Site does not appear in Network Consolidated Real Time Display
1926
Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0
1927
Agent name change does not reflect in the Standard Agent Display
1928
Installation and Maintenance Guide
1907
Troubleshooting
Standard 10.15
Real-time displays do not show any data When launching a real-time display, no data is presented.
Solution On the Contact Center Manager Administration server, verify the following:
that the Contact Center Manager Server IP address can be correctly resolved to the server name that the Contact Center Manager Server name can be correctly resolved to the expected IP address
On the Contact Center Manager Server, ensure that the RSM Compression option has not been selected in the RTD Multicast Controller window. If you select the RSM Compression option when you configure Contact Center Manager Server, real-time displays and Agent Desktop Displays will not function in Contact Center Manager Administration. Verifying the IP address and server name on the Contact Center Manager Administration server 1
Click Start > Run.
2
Type cmd.
3
Click OK. Result: The Command Prompt window appears.
4
At the command prompt, type ping.
5
Press Enter. Result: The Contact Center Manager Server IP address and the packets sent and received are displayed. Note: If unexpected results are returned, check your DNS setting and the local host file on the server for incorrect entries.
6
1908
At the command prompt, type ping -a.
Contact Center Manager Administration
December 2007
7
Troubleshooting
Press Enter. Result: The Contact Center Manager Server name and the packets sent and received are displayed.
8
If unexpected results are returned, check your DNS setting and the local host file on the server for incorrect entries.
Ensuring that the RSM Compression option is not configured on Contact Center Manager Server 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control. Result: The RTD Multicast Controller window opens.
2
In the Compression section of the RTD Multicast Controller window, deselect the RSM Compression option.
3
Click Apply.
4
Click OK.
5
Close all windows to complete the procedure.
6
To activate new RSM settings on the Contact Center Manager Server (except multicast rates), stop and start the Statistical Data Propagator (SDP) service.
Installation and Maintenance Guide
1909
Troubleshooting
Standard 10.15
Cannot launch real-time displays In Contact Center Manager Administration, to enable the real-time displays to start properly, the system downloads and registers a new RTDControl to the client PC when you launch a real-time display for the first time.
Solution If you cannot launch real-time displays on a client PC, it can be because you enforced user policies that deny access to the registry on the PC, and, therefore, prevent the system from downloading and registering the new RTDControl. To download the RTDControl, you can:
Download the RTDControl manually.
Download the Multicast Trace Tool.msi on the client PC.
Downloading the RTDControl manually 1
Log on to the client PC as the local administrator (or as a user with registry permissions).
2
Open Contact Center Manager Administration.
3
Open the Real-Time Reporting component.
4
Launch a real-time display. Result: The system downloads and registers the required RTDControl to the client PC. Now regular users can log on to the client PC and launch real-time displays.
5
Perform this procedure on every client PC upon which real-time displays are launched.
If problems downloading third-party controls to the client PC occur, it can be because of your local security settings. You must ensure that the local security settings for the policy Unsigned non-driver installation behavior are not set to Do not allow installation. For more information, see “Verifying your local security policy settings (Windows 2000 only)” on page 305.
1910
Contact Center Manager Administration
December 2007
Troubleshooting
Downloading the Multicast Trace Tool.msi on the client PC 1
Log on to the client PC with administrator privileges.
2
Insert the Contact Center Manager installation DVD into the PC, and then navigate to the root directory.
3
In this directory, double-click the file Multicast Trace Tool.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the Welcome window.
4
Click Next. Result: The Destination Folder window appears.
5
Click Next to install to the default folder, or click Change to install to a different folder, Result: The Ready to Install the Program window appears.
6
Click Install. Result: The program is installed and the InstallShield Wizard completed window appears.
7
Click Finish.
Running the Multicast Trace Tool.msi ATTENTION
The trace tool must be run from the MS-DOS command prompt, and MS-DOS does not accept names with more than eight characters on some Windows operating systems.
1
From the MS-DOS command prompt, change the directory to the folder on the client PC to which the files were copied. For example: c:\Program Files\Nortel\Contact Center\Multicast Trace tool.
2
To check if data is being received by the client PC, type the following command: icertdtrace -r IPSend -s -t <statistic type> <statistic type> must be one of agent, application, skillset, ivr, nodal, or route The multicast address must be specified if the -s or -t options are used.
Installation and Maintenance Guide
1911
Troubleshooting
Standard 10.15
The -s or -t options can be used individually. Example: icertdtrace -r IPSend 230.0.1.10 -s CCMSServer1 -t agent Result: If the client PC is receiving statistics from the Contact Center Manager Administration server, the data appears on the monitor. The data is displayed by server name and statistic type, making it possible to see a particular data stream from a particular server. 3
1912
To stop the information from scrolling, press Ctrl+C. You can also view the log file that captures the information, IPSndLog.txt, in the same directory.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot launch RTDs, others display negative values or long data strings Some Real-time Displays cannot launch and the other displays that can launch display negative values and long data strings.
Solution On the Contact Center Manager Server, ensure that the RSM Compression check box is clear in the RTD Multicast Controller window. If you select the RSM Compression check box when you configure Contact Center Manager Server, Real-Time displays and Agent Desktop Displays do not function in Contact Center Manager Administration.
Ensuring that the RSM Compression option is not configured on Contact Center Manager Server 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control. Result: The RTD Multicast Controller window opens.
2
In the Compression section of the RTD Multicast Controller window, deselect the RSM Compression option.
3
Click Apply.
4
Click OK.
5
Close all windows to complete the procedure.
6
To activate new RSM settings on the Contact Center Manager Server (except multicast rates), stop and start the Statistical Data Propagator (SDP) service.
Installation and Maintenance Guide
1913
Troubleshooting
Standard 10.15
No names appear in real-time displays The following symptoms may appear in your real-time displays:
Agent names and answering skillset names appear as *UNKNOWN* in agent real-time displays.
Route names appear as *UNKNOWN* in route real-time displays.
IVR queue names appear as *UNKNOWN* in IVR real-time displays.
Skillset and application names appear incorrectly in skillset and application real-time displays.
Problem There may be a problem with the permissions in IIS, the network settings, the configuration of your DNS server, or there may be delays in the network causing timeouts.
Solution 1.
Check that IIS permissions are correctly configured.
2.
Ensure an XML file loads in the browser.
3.
Set the IP address field in IIS to All Unassigned.
4.
Check address configurations for Host Headers.
5.
Ensure the anonymous user account has the correct permissions.
Checking that IIS permissions are correctly configured 1
On the Contact Center Manager Administration server, enter the following in the Internet Explorer address bar: http://localhost Result: If IIS is correctly configured, you see the logon page.
2
If the following error appears, it indicates that the IIS permissions are incorrectly configured. HTTP 403.6 - Forbidden: IP address rejected
1914
Contact Center Manager Administration
December 2007
Troubleshooting
Configuring IIS for real-time displays 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
Installation and Maintenance Guide
1915
Troubleshooting
4
Standard 10.15
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
1916
Contact Center Manager Administration
December 2007
Troubleshooting
5
Click the Directory Security tab.
6
In the IP Address and Domain Name Restrictions section of the window, click Edit. Result: The IP Address and Domain Name Restrictions window appears.
7
Ensure that the local host address 127.0.0.1 is added to the list of allowed computers.
8
Click OK.
Installation and Maintenance Guide
1917
Troubleshooting
Standard 10.15
Checking that the URL loads an XML file on the browser 1
On the Contact Center Manager Administration server, in the Internet Explorer address bar, type http://localhost/common/soaplisten/ rtdservice.xml. Result: The XML file appears in the browser. If this fails, replace local host with the name of the Contact Center Manager Administration server.
2
If the XML file in the browser does not load after you replace local host with the name of the Contact Center Manager Administration server, you must ensure that IP address field in IIS is set to All Unassigned.
Setting the IP address field in IIS to All Unassigned 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
1918
Contact Center Manager Administration
December 2007
4
Troubleshooting
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
5
From the IP address list, ensure that All Unassigned is selected.
Checking the address configurations for Host Headers On Windows 2003 systems, it is possible to receive *UNKNOWN* in the agent display if you configured Host Headers for the addresses. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
Installation and Maintenance Guide
1919
Troubleshooting
2
Standard 10.15
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
1920
Contact Center Manager Administration
December 2007
4
Troubleshooting
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
5
Click Advanced. Result: The Advanced Web Site Identification windows appears.
6
Ensure that in the Multiple identities for this Web site list, an entry appears for the Default address only and that the Host Header field is empty. If the Host Header field is populated, or if entries for IP Addresses other than Default appear, you must have an entry for localhost.
Ensuring the anonymous user account has the correct permissions If your anonymous user account was modified, this may cause *unknown* to appear in Standard Agent Display. If the user specified is not the default, then the new user must have access to all of the files under the Program Files\Nortel Networks\WClient\Apps folder. Specifically, the user must be able to access the “common\soaplisten” files. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
Installation and Maintenance Guide
1921
Troubleshooting
2
Standard 10.15
In the left pane, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
1922
Contact Center Manager Administration
December 2007
4
Troubleshooting
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
Installation and Maintenance Guide
1923
Troubleshooting
1924
Standard 10.15
5
Click the Directory Security tab.
6
Under Authentication and access control, click Edit.
7
Ensure that the specified anonymous user is a member of one of the groups with access to all of the required files.
Contact Center Manager Administration
December 2007
Troubleshooting
Network Consolidated Real-Time Displays are missing sites For all users (except the webadmin user), the Network Consolidated Real-Time Displays do not display data for a Contact Center Manager Server site configured on the Contact Center Manager Administration server with a fully qualified hostname (for example, CCMS_test1.enterprise.europe.nortel.com). Skillsets from a server configured in this way do not display.
Solution You must use the non-fully qualified hostname (for example, CCMS1_test1).
Installation and Maintenance Guide
1925
Troubleshooting
Standard 10.15
Site does not appear in Network Consolidated Real Time Display Networked sites do not appear in the real-time network consolidated display when the server is added by IP address rather than by name. The nodal displays for the site function correctly when added by IP address.
Solution Modify the server configuration so that the server is entered by name.
1926
Contact Center Manager Administration
December 2007
Troubleshooting
Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 When you launch an agent map saved in SWC 4.5 SU06, you receive the following error: Microsoft VBScript runtime error '800a000d' Type Mismatch
Solution Resubmit the agent map and launch the agent map again.
Installation and Maintenance Guide
1927
Troubleshooting
Standard 10.15
Agent name change does not reflect in the Standard Agent Display When you go to the agent details page in Contact Center Manager Administration and change the first name and last name of an agent that is logged out, the Standard Agent Display does not reflect the changed name of the agent when you log on the same agent and relaunch the Standard Agent Display.
Solution Restart the Contact Center Manager Administration IceRTDService and relaunch the Standard Agent Display.
1928
Contact Center Manager Administration
December 2007
Troubleshooting
Section H: Historical reporting problems
In this section The report viewer is blank when launching an ad hoc report
1930
Cannot connect to the data source
1931
Cannot print scheduled reports
1935
Cannot synchronize user imported reports; network drive access denied 1936 Cannot synchronize user imported reports; cannot copy to CCMA server 1938 Cannot import user created report templates; ASP script time out error
1939
Historical Reports cannot retrieve large number of agents
1941
Cannot obtain a license to open a Report Creation Wizard session
1942
Column Names text and data spill over the line in historical reports
1943
Last column is cutoff when you run a report
1944
Historical reports selection criteria is slow to display list of agent IDs
1945
The scheduled report export fails on the network drive
1946
You cannot activate scheduled reports
1948
Historical reports always display and print in portrait orientation
1953
Exporting large reports to PDF causes error message
1954
Fonts are missing in Report Creation Wizard
1955
Installation and Maintenance Guide
1929
Troubleshooting
Standard 10.15
The report viewer is blank when launching an ad hoc report When you launch an ad hoc report, the report viewer is blank.
Solution You must install the required third-party files on the client PC for the Crystal Reports viewer to function properly. For details, see Step 10. “Install and configure Agent Desktop Display” on page 316.
1930
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot connect to the data source You try to run historical reports, but when you connect to the server in Contact Center Manager Server, you see an error message in the ad hoc report preview window saying “There is a problem connecting to the data source.”
Solution The appropriate solution for this issue depends on the source of the problem. This problem can occur:
If the bindings order of the ELAN subnet network card and the Nortel server subnet network card on the Contact Center Manager Server is not set up correctly. You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, and then the virtual adapters for remote access. For information, see the solution listed in the entry, ““No Supervisors Defined” error messages occur” on page 1966. If you do not refresh your server. Perform a Refresh Server in the Configuration component of Contact Center Manager Administration to validate the configured server details. For information about refreshing servers, see “Refreshing a single server in the system tree” on page 1802. If you upgrade from Symposium Call Center Server 4.2/5.0 to Contact Center Manager Server 6.0, and the sysadmin account is not used to configure the Symposium Call Center Server 4.2/5.0 site on the Symposium Web Client or Contact Center Manager Administration prior to the upgrade. Documentation of the two methods for correcting this issue follows.
Editing the sysadmin password in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration.
2
Open the Configuration component.
3
In the left pane, right-click the Contact Center Manager Server that is experiencing the problem.
Installation and Maintenance Guide
1931
Troubleshooting
4
Standard 10.15
Click Edit Properties. Result: The server name, IP address, login ID, and password boxes are enabled.
5
In the Login ID box, change the Login ID to sysadmin.
6
In the Password box, type the same sysadmin password that is defined on the Symposium Call Center Server Classic Client.
7
Click Submit.
8
Refresh the same Contact Center Manager Server. a. On the system tree, click the Contact Center Manager Server. b. On the menu bar, select Server > Refresh Server. You can also rightclick the server to refresh, and then select Refresh Server from the menu. Result: The following dialog box appears.
c. Click Yes. Result: The following dialog box appears.
d. Click Yes.
1932
9
On the Launchpad, select Logout.
10
Log back on to Contact Center Manager Administration.
Contact Center Manager Administration
December 2007
Troubleshooting
Editing the sysadmin password using Server Utility 1
Log on to Contact Center Manager Server using the Server Utility.
2
Double-click User Administrator > Users screen.
3
Double click on the name of the user that logs on to the server through Contact Center Manager Administration. The Login ID of this user is configured in the Desktop tab and is the same as the Login ID configured in the Server Properties page on the Contact Center Manager Administration. For details, see “Editing the sysadmin password in Contact Center Manager Administration,” on page 1931.
4
Select the Desktop tab, and note the access class of the user.
5
Use Server Utility to delete this user.
6
Redefine this user using the same Login ID, Password, and access class.
7
Log on to Contact Center Manager Administration.
8
Open the Configuration component.
9
Refresh the same Contact Center Manager Server. a. On the system tree, click the Contact Center Manager Server. b. On the menu bar, select Server > Refresh Server. You can also rightclick the server to refresh, and then select Refresh Server from the menu. Result: The following dialog box appears.
c. Click Yes. Result: The following dialog box appears.
Installation and Maintenance Guide
1933
Troubleshooting
Standard 10.15
d. Click Yes. 10
1934
Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot print scheduled reports You cannot print scheduled reports from the Historical Reporting component.
Solution To print scheduled reports from the Historical Reporting component, you must add and configure a local printer on the Contact Center Manager Administration server while logged on as the administrator. To ensure the printer is configured correctly, see “Option 1: Configuring a network printer on the CCMA server” on page 180. After you configure the printer on the Contact Center Manager Administration server, you must remain logged on (as the administrator) to the Contact Center Manager Administration server for users to access the printer.
Installation and Maintenance Guide
1935
Troubleshooting
Standard 10.15
Cannot synchronize user imported reports; network drive access denied This problem occurs because the Contact Center Manager Administration IIS directory security account (that is, IUSR_SWC) is not able to read the report template on the network drive. This can occur for the following reasons:
The source report folder on the network drive is not shared with read permissions for IIS directory security account. The Contact Center Manager Administration is on a workgroup and the network PC is on a domain or vice-versa.
Solution Verify network access. CCMA is on a workgroup To verify the network access from Contact Center Manager Administration, map the network drive on which the report template is stored by using the IIS directory security account name and password (for example, IUSR_SWC) and enter the password for this account. Alternatively, you can use the net use command to verify whether you can map to the report folder on the network drive from the Contact Center Manager Administration server. 1
On the Contact Center Manager Administration server, go to MS-DOS prompt and run the net use command as follows: NET USE \\\<sharename> password of IUSR_SWC / USER:IUSR_SWC
1936
2
If you cannot map the network drive, check the permission on the report folder on the network drive.
3
If you can map a network drive, but synchronization status shows Access denied on the network drive, contact Nortel support.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA is on a domain and IIS directory security account is also using the domain account To verify the network access from Contact Center Manager Administration, map the network drive on which the report template is stored by using the domain name\IIS directory security account name and password (for example, MyDomain\Account Name) and enter the password for this account. Alternatively, you can use the net use command to verify whether you can map to the report folder on the network drive from the Contact Center Manager Administration server. 1
On Contact Center Manager Administration server, go to MS DOS prompt and run the net use command as follows: NET USE \\\<sharename> password of IIS domain account /USER:domain name\IIS Domain Account Name
2
If you cannot map the network drive, check the permission on the report folder on the network drive.
3
If you can map a network drive, but synchronization status shows Access denied on the network drive, contact Nortel support.
Installation and Maintenance Guide
1937
Troubleshooting
Standard 10.15
Cannot synchronize user imported reports; cannot copy to CCMA server This issue can occur when either the report is currently being run and synchronization was started at the same time, or if during the last successful synchronization, the report template file that was copied had read-only attributes on the network folder.
Solution
1938
1.
Make sure this report is not running.
2.
Change the attributes of this report template on the network drive and resave this report in Crystal software.
3.
On Contact Center Manager Administration server, run the Synchronize User Imported Report Templates again.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot import user created report templates; ASP script time out error A major architecture change occurred from Crystal Reports 8.5 to Crystal Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports are Unicode-compliant. This may cause delay or failure when importing and generating reports on Contact Center Manager Administration if the report templates were created in Crystal Reports 8.5 or earlier.
Solution Resave report templates that cannot be imported and that run on Crystal Reports 8.5 or earlier versions of Crystal Reports into Crystal Reports 9 or Crystal Reports 10. After you resave the report templates into Crystal Reports 9 or Crystal Reports 10, you can import the report templates into Contact Center Manager Administration. This is not always a problem; therefore, Nortel recommends that only customers experiencing this issue perform this procedure. Resaving reports running on Crystal Reports 8.5 or earlier into Crystal Reports 9 or Crystal Reports 10 1
Install Crystal Reports 10 Software on a PC other than the Contact Center Manager Administration server. Crystal Reports 9 is also supported by Contact Center Manager Administration. This procedure assumes that you resave reports to Crystal Reports 10, but you can use the same procedure to resave reports into Crystal Reports 9. Do not install Crystal Reports 9 or 10 on the Contact Center Manager Administration server.
2
On the PC on which you install Crystal Reports 10, create a new directory named OldVersionTemplates.
3
Copy all custom report templates created in Crystal 8.5 or earlier versions into the directory OldVersionTemplates.
Installation and Maintenance Guide
1939
Troubleshooting
Standard 10.15
4
On the PC on which you install Crystal Reports 10, create a new directory named Crystal10Templates.
5
Open the Crystal Reports 10 software.
6
Click File > Open.
7
Go to the OldVersionTemplates directory to select one of the templates.
8
Click Open.
9
Click File > Save As to save the report template into a Crystal 10 version template.
10
Browse to the Crystal10Templates directory and click Save. Result: The report template is saved into a Crystal 10 version template in the Crystal10Templates directory.
1940
11
Repeat steps 6 - 10 for each of the report templates in the OldVersionTemplates directory.
12
After you save all the required templates into a Crystal Reports 10 version template, copy the Crystal Reports 10 templates to the desired PC that you want to use for Contact Center Manager Administration browser to import these report templates.
Contact Center Manager Administration
December 2007
Troubleshooting
Historical Reports cannot retrieve large number of agents When you access the Historical Reporting component and attempt to retrieve a large list of agents in the selection criteria, a blank list is returned.
Solution Increase the OAM Timeout value in the Real-Time Reporting settings to retrieve the agent details. For example, set the OAM Timeout value to 40000 for 4000 configured agents.
Installation and Maintenance Guide
1941
Troubleshooting
Standard 10.15
Cannot obtain a license to open a Report Creation Wizard session Check the License Manager Service configuration.
Checking the License Manager (LM) Service configuration 1
Click Start > All Programs > Manager Administration > Configuration.
2
Click LMService Configuration.
3
Verify that License Manager Server IP address and port numbers are correct.
4
For detailed logs, choose LM Service Log Level to “Debug” from the list.
5
Click OK to submit your changes, if any.
Obtaining event details 1
In the Windows event log, look for any entries with a source of LMService.
2
Open the log file LMService.log in notepad from CCMA install directory: Program Files\Nortel Networks\Wclient\Nortel_Log
3
Open the License Manager Interface log in notepad (for example, C:\LM_Interface.log) For co-resident server with Contact Center Manager Administration and Contact Center Manager Server, check with the Contact Center Manager Server administrator for the License Manager interface log file name and location.
1942
Contact Center Manager Administration
December 2007
Troubleshooting
Column Names text and data spill over the line in historical reports When a historical report is run, the Column Names text and the data runs over the line, making the report unreadable.
Solution The issue is caused by the printer driver on the Contact Center Manager Administration server. The generic text printer installed on the Contact Center Manager Administration server conflicts with the report formats. The resolution is to remove the generic text printer from the Contact Center Manager Administration server and install the printer driver that a Crystal Web process can see (for example, HP LaserJet 4000 Series).
Installation and Maintenance Guide
1943
Troubleshooting
Standard 10.15
Last column is cutoff when you run a report When you launch an Agent Performance report, the last column of the report is cut off in the Ad-hoc Crystal Report Viewer.
Solution Create a default printer and change the paper size to legal.
1944
Contact Center Manager Administration
December 2007
Troubleshooting
Historical reports selection criteria is slow to display list of agent IDs If the list of agent IDs in the Selection Criteria pane is taking a very long time to populate, check the DNS entries for the Contact Center Manager Server. A known issue occurred in which two entries were listed, the Nortel server subnet address and the ELAN subnet address.
Solution If the Nortel server subnet address and the ELAN subnet address are both listed, remove the ELAN subnet address.
Installation and Maintenance Guide
1945
Troubleshooting
Standard 10.15
The scheduled report export fails on the network drive This problem occurs because the Contact Center Manager Administration Scheduled report account (iceAdmin or the domain account) cannot write to the folder that you specify in the output file text box when scheduling the report. This can occur because of the following reasons:
The scheduled report account or account password used for the shared folder on the client PC does not match the scheduled report account or account password on the Contact Center Manager Administration server.
You specified an invalid path when scheduling the report.
The network directory folder does not have read/change permissions.
A network problem occurs when connecting to the directory folder.
Solution Use the iceAdmin Password Change Utility to reset the scheduled report account or account password. This resets all the scheduled reports to use the correct account name and password to export reports. To verify the network access from Contact Center Manager Administration, use scheduled report account name (iceAdmin or the domain account) and password for this account to map the network drive to which the report is to be exported. Alternatively, you can use the net use command to verify whether you can map to the directory folder on the network drive from the Contact Center Manager Administration server. 1
On Contact Center Manager Administration server, go to MS DOS prompt and run the net use command as follows: If you use iceAdmin as your scheduled report folder, type: NET USE \\\<sharename> password of iceAdmin / USER:iceAdmin or
1946
Contact Center Manager Administration
December 2007
Troubleshooting
If you use the domain account as your scheduled report folder, type: NET USE \\\<sharename> password of iceAdmin / USER:<domain account name> 2
If you cannot map the network drive, check the permission on the report folder on the network drive.
3
If you can map the network drive, try creating a file on the network folder. If you cannot create a file on the network folder, check the share permissions on the network folder from the network PC. It must be set to Read/Change for the account you have set up on the network PC.
4
If you can create a file on the network folder but the scheduled report export still fails, contact Nortel support.
Installation and Maintenance Guide
1947
Troubleshooting
Standard 10.15
You cannot activate scheduled reports You cannot activate scheduled reports in Contact Center Manager Administration. This problem occurs if the Internet Information Services (IIS) default security account under anonymous access is not a member of the backup operators group, or if you need to reset your scheduled report account (that is, the iceAdmin password or the domain account/password).
Solution To solve this issue perform the following tasks:
Ensure that the IIS default security account under anonymous access is a member of the backup operators group. Reset scheduled report account or account password using the iceAdmin Password Change utility.
Ensuring that IIS default security account under anonymous access is a member of backup operators 1
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 window appears.
1948
Contact Center Manager Administration
December 2007
Troubleshooting
5
Click the Directory Security tab.
6
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
7
Ensure that Enable Anonymous Access is selected and note the user account that is listed in the User Name box.
8
Close all windows.
9
Click Start > Control Panel > Administrative Tools > Computer Management.
10
In the left pane, click the Local Users and Groups heading.
11
In the right pane, double-click the Groups folder.
12
From the list of groups in the right pane, double-click Backup Operators.
13
Ensure that the IIS default security account under anonymous access is listed under backup operators. If it is listed, proceed to “Resetting the scheduled report account or account password using the iceAdmin Password Change Utility” on page 1950. OR
Installation and Maintenance Guide
1949
Troubleshooting
Standard 10.15
If the IIS default security account under anonymous access is not listed, click Add. 14
Enter the domain account as <domainname>\account name, and then click OK. OR Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
15
Click OK.
16
If you cannot see the domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
17
Close all windows to complete the procedure.
Resetting the scheduled report account or account password using the iceAdmin Password Change Utility 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.
1950
Contact Center Manager Administration
December 2007
3
Troubleshooting
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the old password.
5
In the New Password box, retype 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 do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR
Installation and Maintenance Guide
1951
Troubleshooting
Standard 10.15
To export scheduled reports to a domain account, click Domain Account. Result: The Optional Domain Account Setup window appears.
The domain account setup function of the iceAdmin Password Change Utility can be used to reset the domain account password if it is changed by the administrator. 9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then resets the password in all required components.
15
1952
Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Troubleshooting
Historical reports always display and print in portrait orientation Your historical reports always display and print in portrait orientation even if the report template is designed for landscape mode, thereby truncating part of the report data columns.
Solution This issue is caused by the printer driver on the Contact Center Manager Administration server. Remove the “Microsoft Office Document Image Writer” printer from the Contact Center Manager Administration server.
Installation and Maintenance Guide
1953
Troubleshooting
Standard 10.15
Exporting large reports to PDF causes error message When exporting a large report to PDF, the following error message appears: “The report was not exported. The selected export format may be disabled on the server.” The error message appears if you attempt to export a report to PDF that has more than 360 pages.
Solution To export a report to PDF with more than 360 pages, you must use the page selection fields to export reports in batches of 360 pages or less. For example, export page 1 to page 360 to PDF. Then for the remaining pages, select these pages using ranges of 360 pages or less.
1954
Contact Center Manager Administration
December 2007
Troubleshooting
Fonts are missing in Report Creation Wizard There are fonts missing from the font list on the Configuration Settings page and the Report Layout page in Report Creation Wizard.
Solution The available fonts in Report Creation Wizard are the fonts installed on the Contact Center Manager Administration server. Verify with the administrator that the installed fonts meet the following requirements:
The font must be a TrueType font. The font must support the following styles: Regular, Bold, Italic, Underlined, and Strikethrough. The font must support ANSI or Symbol character sets. The font can also support other character sets, such as ShiftJIS or ChineseBig5.
Fonts installed on the Contact Center Manager Administration server that do not meet these requirements are not available in Report Creation Wizard.
Installation and Maintenance Guide
1955
Troubleshooting
1956
Standard 10.15
Contact Center Manager Administration
December 2007
Section I:
Troubleshooting
Configuration Tool problems
In this section Problems with the Configuration Tool
Installation and Maintenance Guide
1958
1957
Troubleshooting
Standard 10.15
Problems with the Configuration Tool The amount of configuration data you can upload using the Contact Center Manager Administration Configuration component is restricted by the limits you set in the Parameters tab of the Historical Statistics window in Contact Center Manager Server. For example, if you have a limit of 240 configured CDNs in the Historical Statistics on Contact Center Manager Server, you cannot upload more than 240 CDNs using the Contact Center Manager Configuration Tool spreadsheet. Always verify the Contact Center Manager Server limits before beginning the upload process.
Solution Ensure that the Security level is set to Medium, and Macros are enabled in Tools > Macro > Security. If you use a client PC to upload or download configuration data, ensure that the Contact Center Manager Administration application can be accessed from the client with the Contact Center Manager Administration Server Name. The number of agent to skillset and agent to supervisor assignments that you can upload from the Contact Center Manager Configuration Tool spreadsheets is restricted to the number of worksheet columns that your version of Microsoft Excel supports.
1958
Contact Center Manager Administration
December 2007
Troubleshooting
Section J: Access and Partition Management
In this section Cannot find Access and Partition Management information
1960
Cannot view agents or skillsets
1962
Cannot create Report Groups due to failure of XML counter upgrade
1963
Installation and Maintenance Guide
1959
Troubleshooting
Standard 10.15
Cannot find Access and Partition Management information After you restore your backup file of Contact Center Manager Administration data, your Access and Partition Management data is missing. This occurs when you use the Windows Backup Utility to create your backup file and two of the ADAM files do not successfully back up.
Solution You must ensure that the following ADAM files are included for all users in the Windows Backup Utility, and then backup and restore your Contact Center Manager Administration data again:
<x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit
<x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
Ensuring that all ADAM files back up and restore correctly 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Restore and Manage Media tab. Result: The Restore and Manage media window appears.
4
In the left-hand pane, expand the backup file that you use to restore your Contact Center Manager Administration data files by clicking the plus (+) sign next to the desired media item.
5
In the expanded list of the Contact Center Manager Administration backup file, ensure that the following files are listed: <x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit <x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
1960
Contact Center Manager Administration
December 2007
6
Troubleshooting
If the two ADAM files in step 5 do not appear in the expanded list, select Tools > Options in the Windows Backup Utility. Result: The Options window appears.
7
Select the Exclude Files tab. Result: The Exclude Files window appears.
8
Under Files excluded for all users:, select the following ADAM files and click Remove: <x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit <x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
9
Click OK.
10
Close all windows to exit the Windows Backup Utility.
11
Create a new backup file of your Contact Center Manager Administration data files, and restore the backup file again. For details, see Chapter 14, “Resiliency (backup, restore, and disaster recovery)”. When creating the new backup file of the Contact Center Manager Administration data files, ensure that the following ADAM files are selected when you perform the backup: <x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit <x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
Installation and Maintenance Guide
1961
Troubleshooting
Standard 10.15
Cannot view agents or skillsets If you cannot view available agents and skillsets in the User Defined Partition view, ensure that all servers configured on the Contact Center Manager Administration are fully operational. If a server that is not fully operational is listed for this partition, it can result in a failure to display agent and skillset information for any remaining servers.
1962
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot create Report Groups due to failure of XML counter upgrade When a user with the correct permissions, for example the webadmin user, tries to create report groups, the user encounters the following error: “Unable to read ADAM system parameters – Failed to add report group” This error occurs when the RemoveCounterXML.exe upgrade utility does not run correctly during the SU02 upgrade. The log file created when you run the upgrade utility is in the Nortel Logs folder. To confirm the error, confirm that the log file on the affected machine is similar to the following example: RemoveCounterXML.log CCMA6.0: Adding Counter.xml value to ADAM as System Parameter -----------------------------------------Begin on: 15/01/2006 15:06:44 ADAM check complete: Counter needs to be updated. Updating........ ERROR: while creating Counter entry Error Number:-2147218445
Description:Object doesn't exist.
Solution Run the RemoveCounterXML.exe upgrade utility. Running the RemoveCounterXML.exe upgrade utility 1
On the Contact Center Manager Administration server, go to X:\Program Files\Nortel Networks\WClient\Apps\SupportUtil where X:\ is the drive where you installed Contact Center Manager Administration.
2
Double-click RemoveCounterXML.exe. Result: The utility runs in the background and creates a log entry.
Installation and Maintenance Guide
1963
Troubleshooting
1964
Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section K: Contact Center Management
In this section “No Supervisors Defined” error messages occur
Installation and Maintenance Guide
1966
1965
Troubleshooting
Standard 10.15
“No Supervisors Defined” error messages occur You add supervisors in Contact Center Management and exit the component. When you return to the component and select the same server in Contact Center Manager Server on which you defined the supervisors, you find that the supervisors are not there, and an error message appears stating “No Supervisors Defined.”
Solution This problem can occur when the bindings order of the ELAN subnet network card and Nortel server subnet network card on the server in Contact Center Manager Server is not set up correctly. You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, and then the virtual adapters for remote access. Ensure that all Contact Center Manager Administration-specific stored procedures are on the Contact Center Manager Server. Configuring the bindings order of the network interface cards
1966
1
On the server in Contact Center Manager Server, click Start > Control Panel.
2
Double-click Network and Dial-up Connections.
3
Click either the Nortel server subnet or ELAN subnet connection, and then, from the Advanced menu, click Advanced Settings.
4
In the Connections box, make sure that the Nortel server subnet connection is listed first. If it is not first, adjust the order so that it appears first.
5
Save your changes and close all windows.
6
Restart the server in Contact Center Manager Server.
Contact Center Manager Administration
December 2007
Troubleshooting
Ensuring that all Contact Center Manager Administration specific stored procedures are on the Contact Center Manager Server 1
On the Contact Center Manager Server, browse to the directory D:Nortel\iccm\dbinst\
2
Ensure that all the following stored procedures are in the directory:
WC_spAgentDetails.sql
WC_spAgQuery_.sql
WC_spAgQuery.sql
WC_spASNAgQuery.sql
WC_SAUAData.sql
WC_spSSAAgtAV.sql
WC_spSSQuery.sql
WC_spUAQuery.sql
WC_spSkAgQuery.sql
WC_spMaxAgtSearch.sql
Installation and Maintenance Guide
1967
Troubleshooting
1968
Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section L: Agent Desktop Display problems
In this section Cannot upgrade Agent Desktop Display
1970
Agent Desktop Displays do not show any data
1971
Installation and Maintenance Guide
1969
Troubleshooting
Standard 10.15
Cannot upgrade Agent Desktop Display Agent Desktop Display fails to upgrade from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 on client PCs. This can occur if you have proxy settings turned on when you attempt to upgrade Agent Desktop Display.
Solution Ensure that proxy settings are turned off before you upgrade Agent Desktop Display. Turning off proxy settings 1
On Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
2
On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings window appears.
3
Clear the checkbox next to Use a proxy server for your LAN.
4
Click OK.
5
Close all windows to complete the procedure.
If your network security policy requires it, you must turn proxy settings back on after you complete the Agent Desktop Display upgrade.
1970
Contact Center Manager Administration
December 2007
Troubleshooting
Agent Desktop Displays do not show any data When launching Agent Desktop Displays, no data is presented.
Solution On the Contact Center Manager Server, ensure that the RSM Compression option has not been selected in the RTD Multicast Controller window. If you select the RSM Compression option when you configure Contact Center Manager Server, real-time displays and Agent Desktop Displays will not function in Contact Center Manager Administration. Ensuring that the RSM Compression option is not configured on Contact Center Manager Server 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control. Result: The RTD Multicast Controller window opens.
2
In the Compression section of the RTD Multicast Controller window, deselect the RSM Compression option.
3
Click Apply.
4
Click OK.
5
Close all windows to complete the procedure.
6
To activate new RSM settings on the Contact Center Manager Server (except multicast rates), stop and start the Statistical Data Propagator (SDP) service.
Installation and Maintenance Guide
1971
Troubleshooting
1972
Standard 10.15
Contact Center Manager Administration
Appendix A
Event Codes In this appendix Operating System events
1974
Contact Center Management Administration events
1976
Installation and Maintenance Guide
1973
Event Codes
Standard 10.15
Operating System events
Event
ISS Service Failure
Event ID
Severity
Source
7031
Critical
Service Description: The World Wide Web Control Publishing Service service terminated Manager unexpectedly.
Description and mitigation
Mitigation: Specify a recovery action of restart for the Service. IIS Service Failure
7031
Critical
Service Description: The IIS Admin Service Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ADAM Service 7031 Failure
Critical
Service Description: The SymposiumWC Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Real Time Information Service Failure
7031
Major
Service Description: The IceRTDService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ICE Assignment 7031 Service Failure
Major
Service Description: The ICE Assignment Control service terminated unexpectedly Manager Mitigation: Specify a recovery action of restart for the Service.
Emergency Help Service Failure
Major
Service Description: The IceEmHlpService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
1974
7031
Contact Center Manager Administration
December 2007
Event
License Manager Service Failure
Event Codes
Event ID
Severity
Source
7031
Major
Service Description: The CCMA LMService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Installation and Maintenance Guide
Description and mitigation
1975
Event Codes
Standard 10.15
Contact Center Management Administration events Event ID
Severity
Source
Description
101
Critical
CCMA
Registry key \SOFTWARE\Nortel\RTD can not be created or opened!
102
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be read!
103
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be read!
104
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be read!
105
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be written!
106
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be written!
107
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be written!
108
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be written!
109
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be read!
110
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be written!
1976
Contact Center Manager Administration
December 2007
Event Codes
Event ID
Severity
Source
Description
111
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be read!
112
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be written!
113
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be read!
114
Information CCMA
Unicast realtime data transmission is not supported from this server.
115
Information CCMA
A unicast connection with this client already exists for statistic type %1.
116
Major
CCMA
The IP address %1 for stat %2 could not be stored. Unicast connection cannot be established.
117
Major
CCMA
Error establishing unicast socket, could not bind to the socket.
118
Major
CCMA
Error establishing unicast socket, the socket could not be created.
119
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be written!
120
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be read!
121
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be written!
122
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be read!
Installation and Maintenance Guide
1977
Event Codes
Standard 10.15
Event ID
Severity
Source
Description
123
Major
CCMA
%1 unicast sessions open, no further sessions available. %nThis value may be increased through the RTR settings.
124
Major
CCMA
The IP address %1!s! for stat %2 could not be stored in the timestamp map. Unicast connection not established.
125
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be written!
126
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be read!
140
Major
CCMA
Socket “select” in receiver thread failed %1
141
Major
CCMA
HELLO Message Timeout. Haven't heard from IP %1!s! stat %2!s! for more than 5 minutes. Closing connection.
150
Major
CCMA
Socket initialization failed.
151
Major
CCMA
Request failed! Host is down or nbnmsrvc.exe is not running. Error code %1!s!.
152
Minor
CCMA
OAM Error! Error code %1!s!.
153
Major
CCMA
Host %1!s! not found! %nError resolving host name to IP address.
154
Minor
CCMA
%1!s!: Socket error %2!s!.
155
Minor
CCMA
Registry value \\SOFTWARE\\Nortel\\RTD\\NCC Server can not be read or written!
1978
Contact Center Manager Administration
December 2007
Event Codes
Event ID
Severity
Source
Description
156
Minor
CCMA
Registry value \\SOFTWARE\\Nortel\\WClient\\WClient_path can not be read or write!
157
Minor
CCMA
Registry key \\SOFTWARE\\Nortel\\WClient can not be opened!
159
Minor
CCMA
Host name parameter is missing or empty in call to function!
160
Minor
CCMA
Registry key \\SOFTWARE\\Nortel\\EmergencyHelp can not be opened!
161
Minor
CCMA
Invalid registry key name was passed!
162
Major
CCMA
%1!s! error: %2!s!.\nHost: %3!s!.\nIP Address: %4!s!.\nNote: SCCS 4.0 servers do not support that function
200
Information CCMA
System Error Detail = %1!s!
201
Information CCMA
Generic Error Detail = %1!s!
500
Information CCMA
%1!s!
1000
Minor
CCMA
ICESocket Exception: %1!s!
1100
Major
CCMA
Message registration Send failed with %1!s! %nMessage: %2!s! %nChannel: %3!s! %nStatus=%4 %nchName=%5!s! %naddress=%6!s!
1101
Information CCMA
Installation and Maintenance Guide
Message registration passed with %1!s! %nMessage: %2!s! %nChannel: %3!s! %nchannelName = %4!s! %naddress = %5!s! %n
1979
Event Codes
Standard 10.15
Event ID
Severity
Source
Description
1102
Major
CCMA
Message registration Connect failed with %1!s! %nMessage: %2!s! %nChannel: %3!s! %nStatus=%4 %nchName=%5!s! %naddress=%6!s!
1103
Major
CCMA
Message Re-Registration Send failed with %1!s! %nChannel %2!s! %nstatus = %3 %nchannel name = %4!s! %naddress = %5!s!
1104
Information CCMA
Message Re-Registration passed with %1!s! %nChannel: %2!s! %nchannel Name = %3!s! %naddress = %4!s!
1105
Major
CCMA
Message Re-Registration Connect Failed with %1!s! %nChannel: %2!s! %nstatus=%3 %nchannel name=%4!s! %naddress=%5!s!
1106
Major
CCMA
Can not find server name for the site %1!s!
1107
Major
CCMA
Can not find host %1!s! address
1108
Minor
CCMA
ePerform NIOAM_dwUserGet error: %1
1109
Minor
CCMA
%1!s! %nError: %2. %nHost: %3!s!. %nIP Address: %4!s!
2000
Information CCMA
1000
Information ICEEmHlpService lists successfully and unsuccessfully refreshed servers
1980
Generic OAM Error: %1!s!
Contact Center Manager Administration
Appendix B
Change the names or IP addresses of servers In this appendix Overview
1982
Change the Contact Center Manager Server name
1983
Change the Contact Center Manager Server IP address
1997
Change the Contact Center Manager Standby Server name
2014
Change the Contact Center Manager Standby server IP address
2034
Change the co-resident server name
2058
Change the co-resident server IP address
2081
Change the Contact Center Manager Administration server name
2092
Change the Contact Center Manager Administration server IP address
2109
Change the Communication Control Toolkit server name
2116
Change the Communication Control Toolkit IP address
2126
Change the Contact Center Multimedia server name
2130
Change the Contact Center Multimedia IP address
2142
Change the Contact Center Multimedia Standby server name
2149
Installation and Maintenance Guide
1981
Change the names or IP addresses of servers
Standard 10.15
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 2058. 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 Manager Administration.
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 1988. 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 1989. 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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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 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 1993. 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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In the Server Name box, change the name of the Contact Center Manager Server.
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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 2081. 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 2012.
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.
1998
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 Manager Administration. 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.
2002
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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Change the names or IP addresses of servers
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 2005. ATTENTION
2004
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.
Contact Center Manager Administration
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Change the names or IP addresses of servers
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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Change the names or IP addresses of servers
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 2009. 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
2008
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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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
Change the names or IP addresses of servers
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 2021.
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
2016
Restart the Standby Server.
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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. 2018
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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.
2020
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 2021.
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 Manager Administration
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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 Manager Administration.
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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Change the names or IP addresses of servers
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 10.15
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 2025. ATTENTION
2024
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 2027. 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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Change the names or IP addresses of servers
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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4
Standard 10.15
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 2030. 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 Manager Administration
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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 10.15
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 2041, 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 2041, 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 2041, 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
2040
11
Change the Standby Server IP address using the procedures in “Changing the Contact Center Manager Server IP address” on page 2041, 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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Standard 10.15
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 2056.
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 Manager Administration. 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 2049. ATTENTION
2048
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 2053. 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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5
Standard 10.15
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
Change the names or IP addresses of servers
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 2061. 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
2060
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 10.15
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.
2062
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 2063. 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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2
Standard 10.15
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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Change the names or IP addresses of servers
Click Browse. Result: The Select User dialog box appears.
8
Click Advanced. Result: The Select User dialog box expands.
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9
Standard 10.15
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 2070. OR If you are going to export scheduled reports to a domain network PC, proceed to “Exporting scheduled reports” on page 2069.
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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3
Standard 10.15
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 2070.
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 2071. ATTENTION
1
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.
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 2074. 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 2077. 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 2084. 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 2085. 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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Change the names or IP addresses of servers
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 2087. 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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1.
Change the Contact Center Manager Administration server name in Windows.
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 2070. OR If you are going to export scheduled reports to a domain network PC, proceed to “Exporting scheduled reports” on page 2069.
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 2103. 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 2105. 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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Change the names or IP addresses of servers
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 2106. 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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3
Standard 10.15
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
2106
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 10.15
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
2110
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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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
1
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.
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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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 2123. ATTENTION
1
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.
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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6
Standard 10.15
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
1
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.
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 10.15
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 2123. ATTENTION
1
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.
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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Change the names or IP addresses of servers
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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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 2133. 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 10.15
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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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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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. 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 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 2138. 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
1
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.
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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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 2133. ATTENTION
1
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.
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. 2144
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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 2138. 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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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
1
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.
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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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 2126.
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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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 Manager Administration
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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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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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Appendix C
CCMA in a Citrix environment In this appendix Contact Center Manager Administration and Citrix
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Installation overview
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CCMA and Citrix installation and configuration checklist
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Contact Center Manager Administration and Citrix You can access Contact Center Manager Administration and Agent Desktop Display through Terminal Services or Citrix Presentation Server 4.0. When accessing Contact Center Manager Administration through either a Citrix or Terminal Services client on their PCs, end users (supervisors) connect through an Internet Explorer browser that runs on the Terminal Services and Citrix server. The browser is made available to them through a Terminal Services and Citrix client that is running locally on their PC. ATTENTION
Nortel does not support connection to Contact Center Manager Server or Contact Center Manager Administration server through Citrix Presentation Server 4.0. However, you can access the Contact Center Manager Administration application and Agent Desktop Displays through Citrix Presentation Server 4.0. Nortel does not support the Unicast option for Real-Time Displays in a Citrix environment.
The following diagram provides an overview of the Citrix environment when combined with Contact Center Manager Administration:
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Citrix server software requirements
Windows Server 2003 with Internet Information Services (IIS) and Terminal Services configured in Application Server mode—For recommendations about the latest Microsoft Service Packs to install, go to www.citrix.com. Microsoft Internet Explorer 6.0 with the latest supported service pack—For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. Simple Object Access Protocol (SOAP) client software—The Microsoft SOAP toolkit 3.0 is not required if you install SU04 or later. Required ActiveX controls—These controls are usually downloaded automatically when you connect to the Contact Center Manager Administration server. However, in a Citrix environment, you must either install these controls from an MSI file or manually download these controls onto the Citrix server. For more information about installing ActiveX controls from an MSI file, see “Running the ActiveX Controls.msi file on each client PC” on page 311. For more information about manually downloading ActiveX controls, see “To manually download the required third-party ActiveX controls” on page 2167.
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For more information about the software requirements for the Contact Center Manager Administration server, see Nortel Contact Center Manager Administration PreInstallation Guide.
Citrix client hardware and software requirements For details about the Citrix client hardware and software requirements, consult the Citrix documentation.
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Installation overview You can configure and use either of the following environments with Contact Center Manager Administration:
Terminal Services server environment—In this environment, you must install Windows Server 2003 and Terminal Services (enabled in application server mode) on the server. Citrix Presentation Server 4.0 environment—In this environment, in addition to installing Windows Server 2003 and Terminal Services (enabled in application server mode) on the server, you must also install the Citrix Presentation Server 4.0 software.
Choose the environment that is best suited to your organization. For information about installing Terminal Services and Citrix, see “CCMA and Citrix installation and configuration checklist” on page 2162.
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CCMA and Citrix installation and configuration checklist When you set up Terminal Services and Citrix in a Contact Center Manager Administration environment, use the following checklist to guide you through the installation and configuration steps. Because some procedures are the same as those you perform in a traditional Contact Center Manager Administration environment (that is, non-Citrix), the checklist refers you to the relevant sections in the guide; all Citrix procedures are covered in this appendix. Install order
Installation task description
✓
1
On the Terminal Services/Citrix server, install Windows 2003 Server; follow the instructions provided in Contact Center Technical Requirements and Operating System Configuration Guide.
❑
Note: Follow the steps in the Windows 2003 Server checklist to install the software on either the Contact Center Manager Administration server or the Terminal Services/Citrix server. The installation steps for each server are slightly different. Differences are indicated in notes in the appropriate installation step. 2
Install terminal services, following the Microsoft documentation.
❑
3
On the Terminal Services/Citrix server, switch to install mode as follows:
❑
1 Log on to the server as a local administrator. 2 Open a command prompt. 3 At the C:\> prompt, type change user /install. 4 Press Enter. 5 Minimize the command window. Note: For more detailed information, consult your Windows Server 2003 documentation.
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Install order
Installation task description
✓
4
On the Terminal Services/Citrix server, configure Internet Explorer. For details, refer to Step 3. “Configure Internet Explorer” on page 267.
❑
5
On the Terminal Services/Citrix server, install the Simple Object ❑ Access Protocol (SOAP) client software. For details, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
6
On the Terminal Services/Citrix server, install the required thirdparty controls. To do so, you can perform either of the following procedures:
7
❑
Manually install the ActiveX controls.msi file on the Citrix server. This file contains all the required controls bundled in one file. For details, see “Running the ActiveX Controls.msi file on each client PC,” on page 311, substituting the Citrix server for the client PC. Manually download the required third-party ActiveX controls. For details, refer to “Manually downloading the required thirdparty ActiveX controls” on page 2167.
On the Terminal Services/Citrix server, install the Agent Desktop ❑ Display client software. For details, see Section C: “Configuring agent workstations,” on page 315.
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✓
Install order
Installation task description
8
Configure the Agent Desktop Display client software. In a normal ❑ Contact Center Manager Administration environment (that is, nonCitrix), administrators configure each client installation with the IP address of the server in Contact Center Manager Server with which the Agent Desktop Display application works. In a Citrix environment, however, multiple agents access the application through a single Terminal Services/Citrix server and, as a result, they all retrieve the same configuration information. For this reason, all agents who use Agent Desktop Display through a Terminal Services/Citrix server must be configured on the same server in Contact Center Manager Server (because the application can only communicate with a single server in Contact Center Manager Server). In a Citrix environment, each Terminal Services/Citrix server can point to a different server in Contact Center Manager Server and can publish each of the configured Agent Desktop Display applications to the Program Neighborhood under a different name. These published applications can then be filtered by username or group, thereby allowing different groups of users to access different servers in Contact Center Manager Server. Nortel recommends this configuration when agents from different servers in Contact Center Manager Server require access to the Agent Desktop Display application. For information about using roaming user profiles, see “Using roaming profiles in a Terminal Services/Citrix environment” on page 2171.
9
Put the Terminal Services/Citrix server into execute mode before proceeding to the next step.
❑
1 Maximize the command window that you had minimized at the end of step 2. 2 At the prompt, type change user /execute, and then press Enter. 3 Close the command prompt. 2164
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✓
Install order
Installation task description
10
Configure the Terminal Services/Citrix server default user profile ❑ for new users. For information, see the Microsoft documentation on user profiles. After you finish this step, choose one of the following:
To work with a Terminal Services server, proceed to step 12.
To work with a Citrix server, then continue to the next step.
11
Check the Citrix Web site (www.citrix.com) for the latest software ❑ updates.
12
On the Citrix server, to install the Citrix Presentation Server 4.0 software, create a server farm, or add the server to an existing server farm. For details, see the Citrix documentation.
❑
13
Install and activate the Citrix Presentation Server 4.0 licenses.
❑
14
Set up a local printer on the Citrix client PC, and then share the printer. Add this shared printer to the Terminal Services/Citrix server. You can then use this local printer to print from Contact Center Manager Administration applications. For details about setting up printers, see your Microsoft documentation.
❑
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Install order
Installation task description
✓
15
To give users access to graphical displays that they export from Contact Center Manager Administration without publishing the desktop, publish the shared directories in which these exported files are saved as follows:
❑
1 Create a folder on a remote server as follows: \\<server_name>\Profiles\<user_name> where <server_name> is the name of the server and <user_name> is the Windows logon ID of the user. 2 Share this folder with the appropriate permissions so that users can read and write to it remotely. 3 In the MetaFrame XP Management Utility, publish the new folder as content, meaning that you make available to users with the appropriate privileges any documents, folders, and images within it. 4 Type the Universal Naming Convention (UNC) folder name, and then click Next. Note: A UNC folder name is the full Windows 2000 name of a resource on a network. It conforms to the \\<server_name>\<sharename> syntax. 5 Apply the appropriate permissions to the folder, and then click Finish. Users have read/write, and possibly delete access permissions to this folder.
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16
Create a private graphical display of type chart. Launch the display ❑ you have just created.
17
Publish the Internet Explorer and Agent Desktop Display ❑ applications for use by the Terminal Services/Citrix server. Use your preferred means of application publishing to do so. For more information, see the Citrix documentation.
18
Optionally, install Microsoft Office applications on the Terminal Services/Citrix server.
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Manually downloading the required third-party ActiveX controls Contact Center Manager Administration uses a number of ActiveX controls within Internet Explorer. The controls are usually downloaded automatically by the Internet Explorer browser when users first access the Contact Center Manager Administration pages that require them. However, in a Terminal Services/Citrix environment, Nortel recommends that you download these controls manually while logged on to the Terminal Services/Citrix server as an administrator. The following procedure describes how to trigger the download. Note: Instead of manually downloading the client controls, you can use the ActiveX controls.msi file to install all controls at once on the Citrix server. For details about this file, see “Running the ActiveX Controls.msi file on each client PC,” on page 311, substituting the Citrix server for the client PC. To manually download the required third-party ActiveX controls 1
Log on to the Terminal Services/Citrix server as the administrator or as a user with administrator privileges.
2
From the server, log on to Contact Center Manager Administration as webadmin.
3
From the launchpad, click Configuration.
4
Add a server in Contact Center Manager Server, if one has not already been added. Note: For details, see the online Help included with Contact Center Manager Administration.
5
In Configuration, log on to a server in the tree. Result: The server expands to reveal a series of folders.
6
Click the CDNs (Route Points) folder. Result: The CDNs (Route Points) window appears and the system downloads the required third-party control.
7
In Configuration, log on to an Network Control Center (NCC) server in the tree. If there is no NCC server listed, then add one. Result: The server expands to reveal a series of folders.
8
Click the Sites folder, and then click the Assignments folder.
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9
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Under Assignments, click on a server name. Result: The system downloads the required third-party control.
10
From the menu, select Launchpad > Historical Reporting.
11
From the system tree, log on to a server and open a standard report.
12
In the right pane, click Run Now. Result: The system runs the report and downloads the required third-party control.
13
From the menu, select Launchpad > Real-Time Reporting.
14
In the system tree, log on to a server, and then create a private skillset chart display. Note: For details, see the online Help included with Contact Center Manager Administration.
15
Launch the display you created. Result: The system launches the display and downloads the required thirdparty control.
16
From the menu, select Launchpad > Emergency Help.
17
In the system tree, click a server to launch an Emergency Help display. Result: The system launches the display and downloads the required thirdparty control.
18
From the menu, select Launchpad > Scripting.
19
In the system tree, log on to a server, and then click the Application Thresholds folder.
20
In the system tree, click the Script Manager folder.
Installing the Citrix Presentation Server 4.0 software The installation of the Citrix MetaFrame XPe Server software involves the following two main procedures:
Create a server farm, or add the server to an existing server farm. Activate the Citrix MetaFrame XPe Server licenses.
Refer to the Citrix software installation procedure in the Citrix documentation. The following procedure is provided as a guideline only. 2168
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To create or join a server farm 1
Insert the Citrix MetaFrame XPe Server software CD-ROM in the Citrix server.
2
Log on to the Citrix server as the domain administrator.
3
Click Start > Control Panel > Add or Remove Programs.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the Citrix MetaFrame XP Server software from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse, and then navigate to the setup file on the Citrix CD-ROM, setup.exe.
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Double-click this file. Result: The path to the setup.exe file appears in the Open box.
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Click Next.
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Click Install or update MetaFrame XP Server.
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In the next window, click MetaFrame XP Feature Release 3. Result: The Welcome window appears.
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Click Next. Result: The License Agreement window appears.
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Click I accept the license agreement, and then click Next. Result: The Product Family Selection window appears.
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Select the appropriate installation type for your organization, and then click Next. Result: The Select Product Type window appears.
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Select the appropriate product type for your organization, and then click Next. Result: The Component Selection window appears.
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Select the appropriate components to install, and then click Next. Result: The Pass-Through Authentication window appears.
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Click Yes to enable Pass-Through Authentication, and then click Next. Result: The Create or Join a Server Farm window appears.
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Based on your current setup, you have the following two options:
If you do not currently have a MetaFrame XP server farm configured, then you must create a new server farm as follows:
a. Click Create a new farm, and then click Next. b. Proceed to step 19.
If you already have a MetaFrame XP server farm configured, then you must add the server to your existing server farm as follows:
a. Click Join an existing farm, and then click Next. b. Click Connect to a database on this MetaFrame XP Server, and then type the name of the server farm node in the box provided. The number in the box is the port number that the server uses; do not change this number. c. Ensure that the check box beside Use default zone name is selected. d. Click Next. Result: The Access the Database on a MetaFrame XP Server window appears. 19
Type the username, password, and domain required for accessing the database on the server farm node, and then click Next. Result: The Configure Shadowing window appears.
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Select the appropriate configuration for shadowing users, and then click Next. Result: The Configure Citrix XML Service Port window appears.
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Accept the default TCP/IP port, and then click Next. Result: The Review window appears.
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Review the selections that you have made, and then click Next to install the software. Result: The Updating System window appears, and the program installs the software. When it is finished, a window appears, notifying you that the software installation was successful.
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Click Close when the software is successfully installed. Result: A message box asks you to restart the server.
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Click Yes to restart the server.
Activating the Citrix MetaFrame XPe Server licences Because Citrix runs on top of Terminal Services, a Terminal Server Client Access License (CAL) must exist on the Terminal Services Licensing Server for each client connection. Refer to the Multiple Licensing Programs that Citrix offers at www.citrix.com for information about additional required licensing for Citrix. For information about activating a Citrix license, refer to the Citrix documentation.
Using roaming profiles in a Terminal Services/Citrix environment According to Microsoft, in scenarios in which users might end up connected to a different Terminal Server because of a change in IP address, you can redirect the storage of user data and preferences to an alternate location, such as a file server that is dedicated to storing files. In this case, data and preferences are accessible to the user regardless of the Terminal Server that supports the connection. Normally, when using Terminal Services, the system stores individual user files and preferences on the Terminal Server to which the user is currently connected. However, you can redirect user information and preferences to a different location by configuring Terminal Services user profiles to store any user data at the specified storage location. For more information, consult the Microsoft documentation.
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You can specify a path to a home folder where users’ roaming profiles are stored for terminal server sessions. This can be either a local folder or a network shared folder. When allowing users to log on to a terminal server, you can grant access to a specific terminal server on a per-user basis. If you leave this option disabled, the user is cannot log on to any terminal servers. For details about creating roaming user profiles that enable users to connect to different Terminal Servers, see “Create Terminal Services roaming user profiles” on page 2172. Administrators can use the Terminal Services user profiles that they create to restrict access to applications (such as Contact Center Manager Administration and Agent Desktop Display) by removing these applications from the user Start menu. Administrators can also create and store network connections to printers and other resources for use during user sessions. For more information, see the Microsoft Web site at www.microsoft.com.
Create Terminal Services roaming user profiles When new users log on to the server, they use the local server default profile and create a temporary cache on this server. These profiles are stored on the shared server so that the next time the user logs on and is routed to a different server for any reason, the user profile is the same. To enable users to log on to different servers, you must create roaming user profiles for them. For information, see “Creating Terminal Services Roaming user profiles” on page 2172, or consult your Windows Server 2003 documentation. Creating Terminal Services Roaming user profiles
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On the server, create a new domain user account. For example, create an account named tsuser1.
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Create a folder on a shared network drive in which you can store network profiles (for example: \\<server_name>\tsusers).
3
In Windows Server 2003, edit the new user properties as follows:
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a. Click Start > Control Panel > Administrative Tools > Computer Management. b. In the left pane, click the plus sign (+) beside Local Users and Groups. c. Click the Users folder. d. In the right pane, locate the new user who you created in step 1. In this example, locate tsuser1. e. Right-click this user, and then select Properties. f.
Click the Profile tab.
g. Under the User profile heading, in the Profile path box, type a path to the folder that you created in step 2. In this example, you type \\<server_name>\tsusers\tsuser1\profile, where profile is the name of the folder where user profiles are stored. h. Under the Home folder heading, select the Connect option. i.
From the list, select the drive letter that you want to use to map to the folder path (for example, drive U:), and then type the path to the folder in the To box. In this example, type \\<server_name>\tsusers\tsuser1.
j.
Click OK and accept the changes.
Citrix and Mandatory user profiles for clients When Citrix clients log on using Mandatory profiles, you must ensure that the profiles do not restrict any information required by the Contact Center Manager Administration server. For example, the client browser language value, which is normally set in Internet Explorer (by clicking Tools > Internet Options > Languages), must be passed to the Contact Center Manager Administration server with every request. When set through the browser, this locale value is stored under the following registry key: HKEY_CURRENT_USER/Software/Microsoft/Internet Explorer/ International/AcceptLanguage
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Citrix and upgrades to the Contact Center Manager Administration software After you upgrade the Contact Center Manager Administration software on the server, you must either manually download all required third party ActiveX controls again, or install the updated ActiveXControl.msi on the Terminal Services/Citrix server. For details, see “Manually downloading the required third-party ActiveX controls” on page 2167. After you upgrade the Agent Desktop Display software, start the application. If the application notifies you of an available update, follow the on-screen prompts to install the update. If an update message does not appear, then you need not update Agent Desktop Display.
Citrix and exporting snapshots of real-time displays When you work in the Real-Time Reporting component in a Citrix environment, and you want to export a site summary chart from a real-time display, you can choose the location of the exported file for only private real-time displays while customizing the display. For public real-time displays, however, the system automatically exports the chart to your desktop. If your roaming user profile is configured in such as way that you do not have access to the desktop within your Citrix environment, then you can export snapshots to a shared network folder only. First, you must make a private copy of the display, and then type a valid export path to a shared network folder to which you have access, as follows: To configure the path for exporting site summary charts 1
While logged on to Contact Center Manager Administration through a Citrix session, in the Real-Time Reporting component, on the system tree, under the server containing the display that you want to customize, click the Private Tabular Displays folder.
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Click the display name. Result: The Properties, Columns, and Filters tabs appear.
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On the Properties tab, in the Summary chart export path box, type the path to the shared network folder in which you want to save snapshots of the network or site summary charts (as .bmp or .jpg files). The path must be in the format \\<server_name>\\. For example, to save the summary chart on the server called Contact Center and in a shared Contact Center Manager Administration
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network folder called Displays, type \\Contact_Center\Displays\ in this box. Note: In this path, you must include the closing slash (\). If you do not include it, the chart is not saved correctly. 4
Click Submit to save your changes.
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Appendix D
Web site types In this appendix Determining your Web site type
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Determining your Web site type To determine which Web site type is best for your organization when you install Contact Center Manager Administration, evaluate how you intend to use the server on which Contact Center Manager Administration resides.
Web sites and virtual directories There are two ways in which you can install Contact Center Manager Administration on the server:
as a stand-alone Contact Center Manager Administration Web site
as a “sub-site” or virtual directory attached to an existing Web site
Note: You must specify the type of Web site that Contact Center Manager Administration uses in the Contact Center Manager Administration installation process. For more information, see Chapter 3, “Install the software on the primary server”. Regardless of the type of Web site that you choose, the application behaves in the same way, and is visible to client PCs in the same way. The only significant difference between a virtual directory Web site and a default Web site is the way in which it appears in Windows Server 2003.
Contact Center Manager Administration as a stand-alone Web site If Contact Center Manager Administration fits the following criteria, you must set up Contact Center Manager Administration as the default Web site:
Contact Center Manager Administration is the only application that runs on the Contact Center Manager Administration server. The existing company intranet or extranet is on another server, entirely separate from the domain being used for Contact Center Manager Administration.
When Contact Center Manager Administration is installed as a default Web site, it appears as follows:
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Contact Center Manager Administration as a virtual directory Set up Contact Center Manager Administration as a virtual directory on an existing Web site if Contact Center Manager Administration fits the following criteria:
You have a company intranet or extranet, or both, that already resides on the Contact Center Manager Administration server. You install Contact Center Manager Administration as an additional Web site on the Contact Center Manager Administration server.
When Contact Center Manager Administration is installed as a virtual directory, it appears as a folder called WClient in the Default Web Site tree.
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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. 2182
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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. 2184
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automatic call distribution directory number A primary or supplementary DN 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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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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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 differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application 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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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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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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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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2199
Standard 10.15
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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Contact Center Manager Administration
December 2007
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
2201
Standard 10.15
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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Contact Center Manager Administration
December 2007
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.
Installation and Maintenance Guide
2203
Standard 10.15
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.
2204
Contact Center Manager Administration
December 2007
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.
Installation and Maintenance Guide
2205
Standard 10.15
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.
2206
Contact Center Manager Administration
December 2007
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 Performance Enhancement Package. Now known as Designer Patch. See Designer Patch. Performance Enhancement Package Now known as Designer Patch. See Designer Patch. 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. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements.
Installation and Maintenance Guide
2207
Standard 10.15
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. public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.
2208
Contact Center Manager Administration
December 2007
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). recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. 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.
Installation and Maintenance Guide
2209
Standard 10.15
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. 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.
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Contact Center Manager Administration
December 2007
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. 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.
Installation and Maintenance Guide
2211
Standard 10.15
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. service level The percentage of incoming calls answered within a configured number of seconds.
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Contact Center Manager Administration
December 2007
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 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 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 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)
Installation and Maintenance Guide
2213
Standard 10.15
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. source site The site from which an incoming network call originates. See also destination site.
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Contact Center Manager Administration
December 2007
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. system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). Users can customize these scripts, but they cannot deactivate or delete them. These scripts are the first scripts executed for every local or network call arriving at the contact center.
Installation and Maintenance Guide
2215
Standard 10.15
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. 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.
2216
Contact Center Manager Administration
December 2007
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.
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.
Installation and Maintenance Guide
2217
Standard 10.15
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. VXML See Voice Extensible Markup Language.
W 2218
WAN See wide area network. Contact Center Manager Administration
December 2007
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
2219
Standard 10.15
2220
Contact Center Manager Administration
Index A about Access and Partition Management 32 Active Directory Application 53 Active Directory Application Mode 1629 ActiveX control security on client machines 267 Agent Desktop Display 34 Audit Trail 34 blank messages in Internet Explorer 1880 Contact Center Management 31 coresident servers 68, 384, 1318 digital certificates 1783 domains 1708 Event Viewer 1692 installing primary Contact Center Manager Administration server 54 installing replicating Contact Center Manager Administration server 54 Microsoft Windows Backup Tool 1650 migrating from Windows Server 2000 to Windows Server 2003 604 Nortel Backup and Restore utility 1650 Outbound Campaign Management Tool 35 Patch Viewer 1597 replicating server 53 Report Creation Wizard 34 scripting 32 service update supplements 120, 451, 813, 1070, 1594 service updates 120, 451, 813, 1070, 1594 third-party backup tools 1651 upgrade scenarios 598 upgrading from SWC to CCMA 6.0 984 URLScan 1777 workgroups 1708 accepting default ports 111, 1566 license agreement for client machines 294 Access and Partition Management functions on replicating server 1642 Installation and Maintenance Guide
introduction 32 problems viewing user details in 1878 troubleshooting blank display 170, 1119, 1408 troubleshooting viewing agents or skillsets 1962 access classes and partitions upgrading 601 activating a report schedule 347 a report schedule on a new server 1235 security templates 1791 activating security templates coresident server 1791 Active Directory Application Mode about 53, 1629 and replication 1629 and service accounts 1634 configuring ports 111, 1566 data migration software downloading 610 first time replication 450 for migrating Windows Server 610 replication 450, 1625 service account options 1635 uninstalling 1527 using during installation and uninstallation 1527 verifying installation of 1848 Active Directory software extracting for Windows Server 2000 migration 621 restoring data not in the 709 Active X controls security 284 ActiveX controls about security 267 downloading 303 downloading third-party controls 2167 ActiveX Controls.msi file running from an SMS server 922 ADAM replication, how to set up 1633 See Active Directory Application Mode adding computer name of CCMA server to HOSTS tables 1846
2221
Index
IIS user account 138, 1382 server to an existing domain 1712 server to existing domain 129, 822, 1373 server to workgroup 1721 URL as a trusted site 1879 administrator password 713 troubleshooting incorrect entries 765 Windows Server 2003 638 Agent Desktop Display and proxy settings 1970 compatibility with Contact Center Manager Administration 317, 928 configuring display parameters 751 configuring new parameters after an upgrade 887 configuring parameters after migration 1455 configuring parameters on a new server 1154 configuring parameters on server 218 configuring parameters on the replicating server 540 configuring software 316 how to switch to a standby server 1688 installing 318 installing and configuring client machines 316 introduction 34 multiple Contact Center Manager Administration servers 318 troubleshooting 1967, 1970 upgrading 318, 928 agent-skillset assignments migrating from Classic Client 972 agent-supervisor assignments migrating from Classic Client 972 agent-to-skillset assignments comparing classic client to Contact Center Manager Administration 366, 1254 deleting 370, 1258 migrating from Classic Client 366, 1254 agent-to-supervisor assignments comparing classic client to Contact Center Manager Administration 366, 1254 deleting 370, 1258 migrating from Classic Client 366, 1254 APIPA 1881 application and skillset billboards
2222
Standard 10.15
migrating 356, 1244 application and skillset charts migrating 361, 1249 application server administrator password 638, 1000 computer name of 638, 1000 configuring the event viewer log on 1848 configuring to support multiple languages 554 installing Sybase Open Client 649, 1005 registering name of on DNS server 1844 applying security patches 648, 1789 Windows Server 2003 service update 669 ASP.NET configuring IIS 783 associated supervisors in Classic Client 982 Audit Trail downloading controls to the client during installation 303 downloading controls to the client during upgrades 915, 1197 introduction 34
B backing up by manually copying files 1668 data, methods of 1650 Emergency Help configurations 1669 on coresident servers 1652 performing full backups of the CCMA server 1653 Real-time Reporting configurations 1669 using Microsoft Windows Backup Tool 1664 using Nortel Backup and Restore Utility Nortel Backup and Restore Utility
using 1654, 1656
why you must 1646 backing up data on coresident server 1042, 1673 using Microsoft Windows 2000 Contact Center Manager Server 1653 full backup of source 616, 778, 1032, 1272 with the Nortel Backup and Restore Contact Center Manager Administration
December 2007
utility 1274 backups about scheduling 1625 performing one-time 1649 scheduling 1649 synchronizing 1649 backward compatibility of Nortel products 992 best practices Contact Center Manager Administration resiliency 1624 bindings order configuring in Contact Center Manager Server 1931 blank URLs as a Trusted Site 1879 browser 228 basis for Contact Center Manager Administration 31 configuring language preference 228 configuring on client 266 disabling cookies 571 disabling pop-up blockers 276, 581 downloading ActiveX controls 307 locating the locales.dat file 233 upgrading on client machines 266 using for failure 53
C call-by-call reports 947 CCMS server name changing 1983, 2058, 2092, 2116, 2130, 2142, 2149
ChangeSOAPSrv utility 1891 running 1834, 1891, 2063, 2093 changing CCMS server name 1983, 2058, 2092, 2116, 2130, 21 42, 2149
computer name in Windows Server 2003 638 computer name of Contact Center Manager Administration server 1832 computer name of Contact Center Manager Server 1831 default user account passwords 679 new server 1459
Installation and Maintenance Guide
Index
when installing 222 hostname of coresident server 1166 iceadmin password 889 IP addresses 734 logon passwords for Contact Center Manager Administration 297 checking Symposium version source 615 target 633, 995 checklists installing Windows Server 2003 636, 998 migrating Windows Server 2000 to Windows Server 2003 608 migration of Classic Client 331, 1219 server installation software 775, 991 Windows 2000 Server installation 998 Citrix activating licenses for MetaFrame XP Server 2171 and Contact Center Manager Administration 2158 and upgrades to Contact Center Manager Administration 2174 client hardware requirements 2160 client software requirements 2160 creating a server farm for MetaFrame XP Server 2169 exporting real-time displays in 2174 installing and configuring 2162 installing MetaFrame XP Server software 2168 server software requirements 2159 Classic Client deleting a report schedule 348, 1236 deleting agent-to-skillset assignments 370, 1258 deleting agent-to-supervisor assignments 370, 1258 deleting associated supervisors 376, 1264 deleting routing table assignments 375, 1263 locating user-created reports 337, 1225 migrating agent-skillset assignments 972 migrating agent-supervisor assignments 972 migrating agent-to-skillset assignments 366, 1254 migrating agent-to-supervisor
2223
Index
assignments 366, 1254 migrating application and skillset billboards 356, 1244 migrating application and skillset charts 361, 1249 migrating filters 333, 939, 1221 migrating graphical real-time displays 962 migrating historical reports 335, 941, 1223 migrating NCC routing table scheduled assignments 979 migrating real-time displays 956 migrating routing table assignments 373, 1261 migrating user types 371, 977, 1259 migration checklist 331, 1219 removing associated supervisors 982 support in Symposium Call Center Server 330 clearing routes before migrating Windows Server 2000 629 client access licensing 634, 996 client machines accepting the license agreement 294 configuring Agent Desktop Display 316 configuring Internet Explorer 252, 267, 269 configuring Internet Explorer on 573 configuring the Windows display 264 configuring web browser 266 deleting third-party controls 309 downloading controls 303 installing Agent Desktop Display 316 installing Simple Object Access Protocol 284 installing third-party controls on 915, 1197 installing third-party software 260 Internet Explorer version 260 logging on to Contact Center Manager Administration first time 296 modifying the HOSTS tables on 1846 permissions required for downloads 310 requirements Internet Explorer 260 Simple Object Access Protocol 261 running multiple sessions on 1849 security 267 supported operating systems 267 upgrading Internet Explorer on 266 user privileges required 308
2224
Standard 10.15
user privileges required on 310, 920, 922 viewing list of third-party controls 308 code signing certificates 572 communication problems with Contact Center Manager Server 1830 comparing Classic Client and Contact Center Manager Administration agent assignments 366, 1254 real-time displays 350, 1238 unicast and multicast 742 user types 371, 1259 compatibility and Contact Center Manager Administration 596, 597 of servers with Nortel products 992 components in Contact Center Manager Administration 31 computer name changing in Windows Server 2003 1000, 1296 changing on coresident Windows Server 2003 1166, 1505, 1833 changing on stand-alone Windows Server 2003 1504, 1832 changing Windows Server 2003 638 matching with DNS host 1306 synchronizing 1985, 2022 configuration tool troubleshooting 1958 configuring 749 Agent Desktop Displays 218 anonymous user account for Windows Server 2003 670 application server to support multiple languages 554 Emergency help Contact Center Manager Administration 173 Symposium Web Client 4.5 749 Historical Reporting 175 Internet Explorer for clients 267 License Manager Service 156, 848, 1394 logon warning message 160, 852, 1398 microsoft remote desktop connection 81, 1330 Network Management Server 1704
Contact Center Manager Administration
December 2007
NMS 1704 parameters for Agent Desktop Display 751 pcAnywhere 72, 1322 ports for ADAM 111, 1566 printer 179, 1417 Real-Time Reporting 1116, 1405 migration target server 743 replicating server 167, 489 Simple Network Management Protocol 1694 standby servers on Agent Desktop Display 932 Windows 2003 display for clients 264 Windows Server 2003 633, 995 Windows Server 2003 DNS updates 718 Windows SNMP service 902 Connect Login Prompt when logging on to Contact Center Manager Administration 1859 connecting customer LAN 737 connecting to Contact Center Manager Administration server troubleshooting 1832 Connection Status cannot open 1870 Contact Center Management error messages in 1966 overview 31 Contact Center Manager Administration about 39 activating report schedules 347, 1235 administrator password 1296 Agent Desktop Displays compatibility 317 and Citrix 2158 and support for multiple languages 548, 1463 compatibility with previous versions 596, 597 components of 31 computer name of 1296 deactivating reports 347, 1235 defining report output options 345, 1233 events 1976 installation prerequisites 46 installing primary server 105 installing Windows Server 2003 Service Pack 2 594 installing with Windows Server 2003 Service Pack 2 1619
Installation and Maintenance Guide
Index
logging on 909 logging on first time 296 logging on for first time 909 Patch Viewer 1597 performing full backups 1653 reinstalling on Windows Server 2003 1534, 1560 reinstalling with Windows Server 2003 Service Pack 2 1620 required equipment for installing 56 running multiple sessions on client machines 1849 scripting 217, 1454 server failure 1639, 1641 support for multiple languages 226 uninstalling 1523 using preserved customer data 1524 Contact Center Manager Administration server problems communicating with 1844 receiving IP multicast address on 165, 487, 1114, 1403 sending IP multicast address on 165, 487, 1114, 1403 Contact Center Manager Server backing up data 1653 changing computer name 1831 communication problems with 1830 configuring bindings 1931 contacting Nortel 41 controls and local security policy on Windows 2000 917 and Windows 2000 on the client PC 1861 downloading 915 troubleshooting problems downloading 1861 viewing a list of 920 conversion materials required for 991 copying user guides to application server 900 coresident servers about software 68, 384, 1318 activating security template 1791 adding to a domain 640 backing up and restoring 1652 backing up and restoring data on 1042, 1673
2225
Index
changing the hostname 1166 installing patches 1598 installing Sybase Open Client 83 language compatibility 229 restoring data 1673 uninstalling Sybase Open Client 1531 with previous versions of Symposium 596 creating shared folders 1004 shared folders in Windows Server 2003 643 shared network folders 861 critical event, severity level 1693 Crystal Enterprise 10 Embedded software installing 95, 410, 788, 1344 uninstalling 1529 Crystal Reports 10.0 installing 51 uninstalling 52 Crystal Reports 10.0 Hotfix error message 1814
D data files on the Contact Center Manager Administration server 1647 on the Contact Center Manager Server 1647 stored in Active Directory Application Mode 1629 data migration software for migrating Windows Server 610 deactivating reports 347, 1235 default administrator user 998 administrator user for Symposium Web Client 636 ports for ADAM configuration 111, 1566 web site installing Contact Center Manager Administration 58, 112, 1359 installing Symposium Web Client 656 defining report output options 345, 1233 deleting
2226
Standard 10.15
agent-to-skillset assignments 370, 1258 agent-to-supervisor assignments 370, 1258 associated supervisors in Classic Client 376, 1264 printer 182, 1420 routing table assignments 375, 1263 deselect routes from filters 629 digital certificates about 1783 digital signatures 571 disabling pop-up blockers 1857, 1870 display settings on the client PC 1855 displays migrating 1244 DNS host name matching 1306 registering application server name on 1844 server addresses 639, 1001, 1298 server configuring 1299 documents getting latest version 250, 1486 domain group policies and Contact Center Manager Administration 1709 Symposium Web Client 997 Windows Server 2003 635, 997 domains about 1708 adding Contact Center Manager Administration 129, 822, 1373, 1712 functionality available when CCMA placed in 1710 Windows Server 2000 controllers 635, 997 Windows Server 2003 640 downloading Active Directory Application Mode migration software 610 ActiveX controls 303 controls 915 Multicast Trace Tool.msi 1911 permissions required 310 RTDControl 1910
Contact Center Manager Administration
December 2007
E editing urlscan.ini file 1780 element types in graphical displays 360, 1248 e-mail notification in Historical Reporting 175, 498, 1413 Emergency Help backing up configuration for 1669 configuring in Contact Center Manager Administration 173 configuring on the application server 496, 1122, 1411 overview 749 enabling Out of Process components 1850 replication after an upgrade 810, 1636 Secure Sockets Layer 1783 encrypt password for CCMA users error message 1815 Enterprise Solutions PEP Library 610 event codes Contact Center Manager Administration 1976 operating system 1974 Event Viewer 1705 configuring log on the application server 1848 introduction 1692 recommended event codes 1701 recommended operating system events 1700 events critical 1693 information level 1692 list of for Contact Center Manager Administration 1976 list of for operating system 1974 major 1693 minor 1692 overview 1692 selecting types to be forwarded 1697 severity of 1692 existing domain adding Contact Center Manager Administration 129, 822, 1373 experience required 38 exporting
Installation and Maintenance Guide
Index
scripts during installation 217 scripts on a new server 1454 scripts on replicating server 539
F filters containing routes 629 migrating from Classic Client 333, 939, 1221 routes on target server 754 full backups of the Contact Center Manager Administration server 1653
G getting latest version of documentation 250, 1486 graphical displays element types in classic client 360 element types on new server 1248 migrating 1244 migrating real-time 356, 962 guidelines Windows Server 2003 server partitions 634
H Helmsman 900 Help 41 Historical Reporting configuring 175, 498, 1413 configuring printer 179, 1417 e-mail notification in 175, 498, 1413 migrating reports from Classic Client 335, 1223 will not load 1870 historical reports cannot connect to data source 1931 cannot retrieve large number of agents 1941 display problems 1953 migrating from Classic Client 941 problems with display of reports 1943 problems with displays of reports 1942 2227
Index
selection criteria is slow to display agent IDs 1945 troubleshooting 1929 Host Headers checking address configuration 1919 HOSTS tables adding computer name to 1846 adding the application server name to 1846 configuring 1300 configuring on the client PC 1846 manually updating 1299 modifying on client machines 1846 sample 1847 hot fixes installing 812
I iceAdmin password changing 889 resetting 1728, 1864 ICERTDTrace using to trace IP multicast data 1899 icons missing in server tree 1873 information event severity level 1692 installation failure 445 TCP/IP 1298 Windows 2000 components 1003 Windows Server 2003 components 1297 installing .NET framework 906 Agent Desktop Display 318 Contact Center Manager Administration add user account 138, 1382 adding server to existing domain 129, 1373 changing user account password 222, 1459 checklists and documentation 66 configure License Manager Service 156, 1394 configuring Agent Desktop Display 218 configuring Emergency help in Contact Center Manager Administration 173 configuring Historical reporting 175
2228
Standard 10.15
configuring IIS 133, 1377 configuring IP multicast addresses 165, 1403 configuring language support 226, 1463 configuring logon message 160, 1398 copying latest user guides 250, 1486 default web site 58, 112, 1359 enabling logon message 163, 1401 installation failure causes 115, 1362 post-installation tasks 258 prerequisites 46 primary server 105 required software and equipment 56 scripting 217 third-party hot fixes 126, 812, 1372 timing 56 virtual directory 112 XML automated assignments 247, 1483 Crystal Enterprise 10 Embedded 788 Crystal Enterprise 10 Embedded software 95, 410, 1344 Crystal Reports 10.0 51 hot fixes for third-party software 126, 812, 1372 Internet Information Services 633, 995 language packs 237, 559, 1474 Microsoft hot fixes 1881 Microsoft service packs 1881 patches on coresident server 1598 replicating server 379, 1625 Simple Object Access Protocol 694 SMTP for Windows 2003 633, 995 Sybase Open Client 649, 1005 Symposium Web Client 4.5 checking on source 615 on application server 655 on target server 633, 995 with no ADAM replication 656 TCP/IP 639, 1001 Terminal Services 633, 643, 995 URLScan 1778 Windows Server 2003 633, 995, 1294 Windows Server 2003 checklist 636, 998 Windows Server 2003 components 642 XML automated assignments 247, 1483 Internet Explorer
Contact Center Manager Administration
December 2007
and proxy servers 1845 client machine requirements 260 configuring client 266 configuring on client machines with Windows 2000 or XP 573 configuring on Windows 2000 client 252, 269 configuring on Windows XP client 252, 269 font size in 1855 testing for proxy server 1845 troubleshooting 1850 trusted sights 269 upgrading on client 266 Internet Information Services checking if correctly configured 1914 configuring ASP.NET 783 configuring for real-time displays 1915 configuring for Report Creation Wizard 133, 826, 1377 installing 633, 995 verifying installation of 1847 Internet Information Services Lockdown 1777 IP addresses changing 734 for WINS during migration 640, 1002 using same when migrating 604 Windows 2003 734 IP addressing dynamic 639, 1001, 1298 for WINS 1299 IP multicast addresses receiving address on Contact Center Manager Administration server during upgrade 1114 for replicating 487 new install 165, 1403 sending address on Contact Center Manager Administration server during upgrade 1114 for replicating 487 new install 165, 1403 IP Receive address configuring on the application server 491 IP Send address and networked Contact Center Manager Servers 492 configuring on the application server 491
Installation and Maintenance Guide
Index
IUSR_SWC account adding as anonymous user account 831 resetting to reflect a new computer name 1167, 1506, 1834, 2063, 2094
J Jet Database Engine error message 1860
K key codes 30 knowledge required 38
L LAN connecting 737 language options Windows Server 2003 637, 998 language packs installing 237, 559, 1474 uninstalling 245, 567, 1482 viewing the version number of 564 viewing those installed on server 564 languages changing the Regional Settings for 556 support for multiple 226, 548, 1463 launching real-time displays problems with 1910 License Manager 30 License Manager Service configuring 156, 848, 1394 licensing Report Creation Wizard 1942 requirements 30 licensing modes Windows Server 2003 637, 999 LMHOSTS table 1299 local security policy verifying settings for 917, 1199 locales.dat file 554 localization 554 2229
Index
and Contact Center Manager Administration 548, 1463 Contact Center Manager Administration 226 locating reports from Classic Client 337, 1225 logging on to Contact Center Manager Administration 906, 909 to Contact Center Manager Administration for first time 296 troubleshooting Server Utility 1820 logon warning message configuring 160, 852, 1398 enabling 163, 1401
M mail server Smart Host name 501 major event, severity level 1693 manually configuring Windows Server 2003 643 manually copying data files migrating Windows 2000 618 mapping drives during an upgrade 803 materials required upgrading Symposium Web Client to Contact Center Manager Administration 991 Meridian Patch Library 610 Microsoft Client Access Licensing 634, 996 Microsoft Remote Desktop Connection as a support tool 1798 Microsoft updates 1789 Microsoft Windows Backup Tool about 1650 using 1664 migrating agent-to-skillset assignments 366, 1254 agent-to-supervisor assignments 366, 1254 application and skillset billboards 356, 1244 application and skillset charts 361, 1249 filters from Classic Client 939 graphical real-time displays 356, 1244 graphical real-time displays from Classic
2230
Standard 10.15
Client 962 historical reports from Classic Client 335, 941, 1223 NCC routing table assignments 373, 1261 off network 604 real-time displays 350, 1238 real-time displays from Classic Client 956 user types 371, 1259 user types from Classic Client 977 Windows Server 2000 to Windows Server 2003 Active Directory backup 616, 778, 1653 adding target server to source server domain 702 backing up migration data 617, 779, 1033, 1273 backing up source server 616, 778, 1653 changing 734 checking Symposium version on source 615 checking Symposium version on target 633, 995 checklists 608 clearing routes 629 configuring DNS 622 Domain Controller 622 extracting Active Directory software 621 extracting ADAM 706 for Symposium Web Client 4.5 604 host name resolution 622 information not transferred 709 logging in to target server 705 prerequisites 605 privileges 604 reconnecting to customer LAN 737 recreating filters 754 resetting the computer name 725 restoring backups 738 server naming 605 skills you need 604 source server IP address matching DNS server 699 testing migrated software 755 troubleshooting 759 updating DNS configuration 718 migrating filters
Contact Center Manager Administration
December 2007
from Classic Client 333, 1221 migrations compared to upgrading 595 minor event, severity level 1692 missing file extensions 1810 mRcv.exe utility using the 1903 Multicast Trace Tool.msi downloading 1911 running the 1911 multicast/unicast comparison 742 multiple client sessions interference caused by 1849 multiple languages changing the Regional Settings for 556
N naming servers migrating Windows Server 2000 to Windows Server 2003 605 NCC routing table assignments migrating 373, 1261 NCC routing tables migrating scheduled assignments 979 NET framework installing 906 network migrating Windows Server 2000 to Windows Server 2003 604 Network Consolidated Real-Time Displays missing sites 1925 troubleshooting 1925 Network Management System. See NMS networking setting up in Windows Server 2003 643 NMS, configuring 1704 no supervisors defined error message 1966 Nortel Backup and Restore utility about 1650 backing up data with 1274 restoring data with 1492 using to restore data 1676 viewing and managing scheduled tasks 1662
Installation and Maintenance Guide
Index
NT File System (NTFS) partition creating 633, 995
O OAM Timeout value 493, 1941 ODBC driver upgrading 653 off-network migrating 604 online Help cannot open 1870 operating system events 1700, 1974 operating systems migrating Windows Server 2000 to Windows Server 2003 604 supported for clients 267 Organizational Unit configuring Windows Server 2003 security policies 635, 997 Out of Process components enabling 1850 Outbound Campaign Management Tool introduction 35 Output Rate 492
P pages will not load 1870 partitions creating NTFS 633, 995 on the application server 636, 998, 1294 passwords changing default when logging on to CCMA 297 changing for user account 222, 1459 changing user account during migration 679 resetting iceAdmin 1728, 1864 Patch Viewer utility about 1597 starting 1598 patches viewing 1598 2231
Index
pcAnywhere about version 67, 383, 1317 configuring 72, 388, 1322 starting 71, 81, 396, 1321, 1330 starting for first time 387 performance degradation after installing Microsoft service packs or hot fixes 1881 personalizing software window Windows Server 2003 637, 999 platforms migrating Symposium Web Client 4.5 604 pop-up blockers troubleshooting 1857, 1870 ports configuring for ADAM 111, 1566 Power User privileges 308, 310, 920, 922 preparing Windows 2000 Advanced Server for migration 614 Windows 2000 Server for migration 614 prerequisites installing Contact Center Manager Administration 46 migrating Windows Server 2000 to Windows Server 2003 605 printer 182, 1420 adding network 179, 1417 adding network when connected to other print server 502, 507 configuring for scripting 217, 539, 1454 deleting connection 182, 1420 deleting connection to network 505 printing checklists for migrating Windows Server 2000 608 scheduled reports 1935 privileges migrating Windows Server 2000 to Windows Server 2003 604 product keys Windows Server 2003 637, 999 proxy servers and Internet Explorer 1845 proxy settings and Agent Desktop Display 1970
2232
Standard 10.15
R real-time displays do not show data 1908 exporting in Citrix environment 2174 migrating 350, 1238 migrating from Classic Client 956 migrating graphical 356, 1244 troubleshooting 1908, 1910, 1914 Real-Time Multicast statistics determining transmission methods 1894 Real-Time Reporting backing up configuration for 1669 configuring 167, 489, 743 new replicating server 1116, 1405 refresh a single server how to 1802, 1828 refresh all servers how to 1801, 1827, 1871 when to use 1800, 1826 refresh server when to use 1800, 1826 refresh servers 897, 1800, 1826 regional options Windows Server 2003 637, 998 Regional Settings changing for multi-language support 556 reinstalling Contact Center Manager Administration on Windows Server 2003 1534, 1560 using preserved data for Contact Center Manager Administration 1524 remote support access tool using Microsoft Remote Desktop Connection 81, 1330 remote support access tools 1798 removing 182, 1420 associated supervisors 982 Contact Center Manager Administration 1523 service updates 1607 target server form source server domain 721 Terminal Services 782 replicating server about 53 about installing 1625 functionality immediately available
Contact Center Manager Administration
December 2007
from 1642 time required to install 379 replication and Active Directory Application Mode 1629 enabling after an upgrade 810, 1636 first time 450 how to set up ADAM replication 1633 stopping 803, 1636 Report Creation Wizard configuring IIS 133, 826, 1377 introduction 34 licensing 1942 report viewer problems with 1930 reports activating 347, 1235 creating shared network folder 192, 1430 deactivating 347, 1235 defining output options 345, 1233 deleting in Classic Client 348, 1236 located Classic Client user-created 337, 1225 scheduling 343, 1231 required equipment installing Contact Center Manager Administration 56 required experience 38 requirements client machine 260 server installation software 775, 991 Windows Server 2003 633 resetting computer name 725 iceAdmin passwords 1728, 1864 resiliency plans best practices 1624 reasons for 1624 restoring backup files on a replicating server 1643 data not in Active Directory 709 data on a coresident server 1042 data on coresident server 1673 on coresident servers 1652 Symposium Web Client 4.5 backups 738 restoring data by manually copying files 1684
Installation and Maintenance Guide
Index
on coresident servers 1673 options for 1672 using Nortel Backup and Restore utility 1676 using Windows Backup tool 1681 when you must 1672 with the Nortel Backup and Restore utility 1492 reusing IP addresses migrating 604 roaming profiles creating in Terminal Services 2172 using in a Terminal Services/Citrix environment 2171 routes in filters 629 routing table assignments migrating 373, 1261 RSM service testing using the mRcv.exe 1903 RTDControl downloading 1910 how to download 1910 running msi files from an SMS server 310 Symposium Web Client ChangeSOAP utility 731
S safe for scripting 573 scheduled reports cannot print 1935 failure to export 1946 scheduling backups 1649 backups in Nortel Backup and Restore utility 1662 backups of Contact Center Manager Administration 1625 reports 343, 1231 scripting configuring default printer for 217, 1454 configuring on Contact Center Manager Administration server 217, 1454 configuring on the Contact Center Manager
2233
Index
Administration server 539 configuring the default printer for 539 exporting during installation 217 exporting on a new server 1454 introduction 32 trusted sites 269 scripts cannot open 1870 exporting on replicating server 539 Secure Sockets Layer enabling 1783 security client machines 267 group policies for Symposium Web Client 4.5 636, 997 security patches applying 648, 1789 using Microsoft guidelines 648 security policies on Windows Server 2003 635, 997 security policy settings Windows Server 2000 305 security templates activating 1791 server adding to existing domain 129, 1373 server addresses DNS 639, 1001 server failure functionality immediately available from replicating server 1642 what to do 1639, 1641 server name changing Windows Server 2003 638 server tree icons are missing 1873 Server Utility accepting license agreement 895 accepting the license for client machines 294 cannot log on to 1820 service accounts Active Directory Application Mode 1634 Service Update Supplements about 120, 451, 813, 1070, 1594 Service Updates about 120, 451, 813, 1070, 1594
2234
Standard 10.15
uninstalling 1607 uninstalling the last applied 1599 services configuring License Manager 156, 1394 setup Terminal Services 643 Windows 2000 components 1003 Windows Server 2003 components 642, 1297 severity, of events 1692 shared 187, 509, 857, 1124, 1425 shared folders creating on the application server 643, 1004 shared network folders creating 861 Simple Mail Transfer Protocol installing 633, 995 Simple Network Management Protocol configuring 902, 1694 configuring to forward traps to Network Management Server 1694 Simple Object Access Protocol client machine requirements 261 installing 694 installing on client machines 284 troubleshooting 1884, 1958 troubleshooting errors 1889 skills migrating Windows Server 2000 to Windows Server 2003 604 Smart Host name 501 SMS server running 310 SMTP for Windows 2003 633, 995 SMTP server configuring 176, 499, 1414 verifying installation 175, 1413 verifying it is installed 498 SNMP See Simple Network Management Protocol SOAP See Simple Object Access Protocol source server backing up before migrating 616, 778, 1653 stand-alone web site and default web site 2178
Contact Center Manager Administration
December 2007
standby Contact Center Manager Server changing to 1831 standby servers and Agent Desktop Display 1688 configuring on Agent Desktop Display 932 starting Patch Viewer utility 1598 pcAnywhere 71, 81, 1321, 1330 stopping replication 803, 1636 stored procedures for Contact Center Manager Administration 1967 SU See Service Update supervisors deleting in Classic Client 376, 1264 support using pcAnywhere 1798 supported upgrade paths 594 SUS See Service Update Supplement switching to standby servers in Agent Desktop Display 1688 Sybase ODBC driver upgrading 653 Sybase Open Client installing 649, 1005 uninstalling 1531 updating driver 91 updating driver for migrations 1339 updating driver for upgrades 1011 updating driver on replicating server 405 upgrading to v.12.5 83, 398, 1332 verifying version installed 83, 398, 1332 Symposium Call Center Server compatibility with Contact Center Manager Administration 596, 597 Symposium Web Client choosing web site types when installing 663, 1021 default administrator 636, 998 installing with no ADAM replication 656 migrating 615 Symposium Web Client 4.5 configuring 633, 995
Installation and Maintenance Guide
Index
configuring emergency help 749 default web site 656 installing 615, 633, 995 installing on target server 655 migrating from Windows Server 2000 to Windows Server 2003 604 restoring backups 738 running SOAPSrv utility 731 security policies 636, 997 upgrading 805 synchronization of user reports 1936 access denied 1935, 1936, 1938 synchronizing backups 1649 computer name 1985, 2022 data restoration on CCMA and CCMS 1673 synchronizing imported reports creating shared network folder for 514, 862 Systems Management Server and third-party controls 310, 922
T tabs will not load 1870 TCP/IP setup 639, 1001, 1298 technical support using pcAnywhere 1798 Terminal Services creating roaming profiles 2172 installing 633, 995 permissions 643 removing 782 testing client-server communication 1845 migration from Windows Server 2000 to Windows Server 2003 755 RSM service 1903 third-party backup tools 1651 third-party ActiveX controls downloading 2167 third-party controls deleting 309 installing on a client machines 915, 1197
2235
Index
list of 916 problems downloading 1861 viewing the list of installed 308, 920 third-party software and Symposium Web Client installation failure 445 Contact Center Manager Administration installation failure 115, 1362 Crystal Reports 10.0 51 installing hot fixes 126, 1372 installing on client computers 260 timing installing Contact Center Manager Administration 56 installing replicating server 379 of upgrade scenarios 602 upgrading Symposium Web Client to Contact Center Manager Administration 986 tracing IP multicast data using ICERTDTrace 1899 Transform Rate 492 transmission methods and Real-Time Multicast statistics 1894 troubleshooting 1936 access problems with synchronization of user reports 1935 Agent Desktop Display 1967, 1970 ASP.NET on IIS 1822 CCMA functionality problems after an upgrade 1800 communication problems with Contact Center Manager Server 1830 configuration tool 1958 Connect Login Prompt 1859 connection between client PC and Contact Center Manager Server 1844 connections to Contact Center Manager Administration server 1832 Contact Center Management 1966 Contact Center Manager Administration server failure 1639, 1641 Crystal Reports 10.0 hotfix error message 1814 display problems in historical reports 1943, 1953 display problems with historical reports 1942
2236
Standard 10.15
distorted web interface on client PC 1855 downloading controls 1861 encrypt password for CCMA users error message 1815 exporting scheduled reports 1946 functionality problems after changes to Contact Center Manager Server 1826 general CCMA functionality problems 1870 general problems with CCMA functionality 1870 historical reports 1929, 1941 Jet Database Engine error message 1860 logging on to Server Utility 1820 migration Windows Server 2000 to Windows Server 2003 759 missing file extensions 1810 missing server tree icons 1873 Network Consolidated Real-Time Displays 1925 pop-up blockers 1857 problems with Internet Explorer 1850 real-time displays 1908, 1910, 1914 Real-time Multicast Statistics from the application server 1899 from the Contact Center Manager Server 1903 reinstalling Contact Center Manager Administration 1819 Simple Object Access Protocol 1884, 1958 synchronization of user reports 1938 Windows Installer error message 1812 Windows Server 2003 Service Pack 2 1621 trusted sites adding 1879 for scripting 269 zone 573
U unicast/multicast comparison 742 uninstalling Active Directory Application Mode 1527 Contact Center Manager Administration 1523 Crystal Enterprise 10 1529 Crystal Reports 10.0 52
Contact Center Manager Administration
December 2007
language packs 245, 567, 1482 last service update 1599 service updates 1607 Sybase Open Client 1531 the last patch 1599 XML automated assignments feature 1528 UNIX server setting up as a print server 507 updates Microsoft 1789 updating DNS configuration of the target server 718 configuration on Windows Server 2003 718 upgrade scenarios about 598 timing 602 upgrades compared to migrations 595 upgrading access classes and partitions 601 Agent Desktop Display 318, 928 from Symposium Web Client 4.5 805 Internet Explorer on client machines 266 planning 598 supported paths 594 Sybase ODBC driver 653 Sybase Open Client 83, 398, 1332 Symposium Web Client to Contact Center Manager Administration about 984 check source server software 994 materials required 991 review documentation 990 server compatibility 992 target server requirements 993 timing 986 the XML automated assignments feature 1162 XML automated assignments 892 URLScan about 1777 and Windows Server 2003 1777 installing 1778 urlscan.ini file editing 1780 user default administrator 636, 998
Installation and Maintenance Guide
Index
user account adding IUSR_SWC 138, 1382 changing password for 222, 1459 user guides copying to application server 900 user types migrating 371, 1259 migrating from Classic Client 977 using Microsoft remote desktop connection 81, 1330 pcAnywhere as a remote support tool 1798 using Microsoft guidelines security patches 648 utilities Patch Viewer 1597 running SOAPSrv 731
V VeriSign 572 Veritas Backup 1274, 1284, 1651, 1666 viewing installed controls 920 patches 1598 scheduled tasks in Nortel Backup and Restore utility 1662 virtual directory definition 2178 installing Contact Center Manager Administration 112 setting Contact Center Manager Administration up as 2179 versus web site type 2178
W warning message configuring 852 warning to users 160, 1398 web browser configuring client 266 web site types definition 2178 in Symposium Web Client 663, 1021 2237
Index
versus virtual directories 2178 Windows 2003 configuring the display 264 Windows Backup tool using to restore data 1681 Windows components Terminal Services 633, 995 Terminal Services Licensing 633, 995 Windows Event Viewer 1705 Windows Installer error message 1812 Windows Server 2000 713 DNS server addresses 639, 1001 domain controllers 635, 997 installation components 1003 IP addressing 639, 1001 security policy settings 305 Windows Server 2000 to Windows Server 2003 604 Windows Server 2003 administrator password 638 applying service update 669 changing computer name 638 components 642 configuring anonymous user account 670 configuring manually 643 configuring on target server 633, 995 creating shared folders 643 domain controller 635, 997 domain group policies 635, 997 domains 640 installation and DNS server addresses 1298 components 1297 IP addressing 1298 installation checklist 636, 998 installing 633, 995, 1294 language options 637, 998 licensing modes 637, 999 networking 643 partition guidelines 634, 996 product keys 637, 999 regional options 637, 998 reinstalling Contact Center Manager Administration 1534 Service Pack 2 594
2238
Standard 10.15
installing 1619 Reinstalling Contact Center Manager Administration 1620 troubleshooting 1621 software window personalization 637, 999 TCP/IP setup 639, 1001 Terminal Services permissions 643 using clean machine 634, 996 WINS IP addresses 640, 1002 Windows SNMP service configuring 902 Windows XP SP2 problems with browser on 1852 WINS IP address for 640, 1002, 1299 Winzip installing for migration of SWC 4.5 605 workgroups about 1708 adding Contact Center Manager Administration 1721 functionality available when CCMA placed in 1710
X XML automated assignments 247, 1483 uninstalling 1528 upgrading 892, 1162
Contact Center Manager Administration
Reader Response Form Contact Center Manager Administration Product release 6.0 Installation and Maintenance Guide
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Installation and Maintenance Guide
2241
Standard 10.15
Nortel Contact Center Manager Administration Installation and Maintenance Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager Administration is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-926 6.0 Standard 10.15 December 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
2242
Contact Center Manager Administration
Nortel Contact Center Manager Administration Installation and Maintenance Guide Product release 6.0
Standard 10.15
December 2007
Nortel Contact Center Manager Administration Installation and Maintenance Guide
Publication number Product release: Document release: Date:
297-2183-926 6.0 Standard 10.15 December 2007
Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager Administration is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.
WINZIP is a trademark of Nico Mak Computing, Inc. OLECTRA is a trademark of Sitraka Inc. SYBASE is a trademark of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation. VERISIGN is a trademark of VeriSign, Inc. VERITAS is a trademark of Veritas Operating Corporation.
Contents 1
Getting started
21
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Part 1
2
Installing the Contact Center Manager Administration software
43
Installation overview
45
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CCMA server preinstallation requirements . . . . . . . . . . . . . . . . . . . . . . . . . . Install Crystal Reports with CCMA (optional). . . . . . . . . . . . . . . . . . . . . . . . Install primary and replicating CCMA servers. . . . . . . . . . . . . . . . . . . . . . . . What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
22 28 31 36 38 39 41
Install the software on the primary server
46 49 51 53 56 58
61
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Section A: Prepare the primary server for the installation Step 1. Read relevant documentation for performing a new installation . . . . Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . . Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . . Section B: Install the server software on the primary server Step 5. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 6. Apply the latest Service Update and Service Update Supplement . Step 7. Install required hot fixes for third-party software . . . . . . . . . . . . . . Installation and Maintenance Guide
65 66 67 83 95
103 104 120 126 v
Standard 10.15
Section C: Postinstallation on the primary CCMA server 127 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Step 8. Add the server to an existing domain (optional) . . . . . . . . . . . . . . . 129 Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 133 Step 10. Check Internet Information Services settings . . . . . . . . . . . . . . . . 137 Step 11. Add the IUSR_SWC account as the anonymous user account . . . 138 Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 150 Step 13. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 156 Step 14. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 160 Step 15. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Step 16. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Step 17. Configure SMTP and printers for Historical Reporting (optional) 175 Step 18. Configure shared folders for Historical Reporting (optional) . . . . 187 Step 19. Configure scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Step 20. Configure Agent Desktop Display parameters on the server . . . . 218 Step 21. Change the iceAdmin user account password (optional) . . . . . . . 222 Step 22. Configure language support (other than English) . . . . . . . . . . . . . 226 Step 23. Install the XML Automated Assignments feature (optional) . . . . 247 Step 24. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 250 Step 25. Activate master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Step 26. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
4
Configuring the client PC and agent workstations
259
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260 Section A: Preparing the client for CCMA 263 Step 1. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Step 2. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . . 266 Step 3. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267 Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) . . . . . . . . . . . . . . 284 Step 5. Download and install Windows update KB917607 (Optional) . . . . 289 Step 6. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . . 290 Section B: Logging on to CCMA for the first time 293 Step 7. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . . 294 Step 8. Log on to CCMA for the first time . . . . . . . . . . . . . . . . . . . . . . . . . 296 Step 9. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303 Section C: Configuring agent workstations 315 Step 10. Install and configure Agent Desktop Display . . . . . . . . . . . . . . . . 316
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5
Migrating Classic Client
329
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . Migrating agent-skillset and agent-supervisor scheduled assignments . . . . Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
How to install and configure the replicating server (optional)
330 333 335 350 356 366 371 373 376
377
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378 Section A: Prepare the replicating server for the installation Step 1. Read relevant documentation for performing a new installation . . . Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . Step 5. Log into the same domain as the primary CCMA server . . . . . . . .
381 382 383 398 410 417
Section B: Install the software on the replicating server 421 Step 6. Install the software on the replicating server . . . . . . . . . . . . . . . . . . 422 Step 7. Apply the same Service Update as on the primary server . . . . . . . . 451 Step 8. Install required hot fixes for third-party software . . . . . . . . . . . . . . 458 Section C: Postinstallation on the replicating CCMA server 461 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462 Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 463 Step 10. Add the IUSR_SWC account as the anonymous user account . . . 467 Step 11. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 478 Step 12. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 482 Step 13. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 487 Step 14. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496 Step 15. Configure SMTP and printers for Historical Reporting (optional) 498 Step 16. Configure shared folders for Historical Reporting (optional) . . . . 509 Step 17. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539 Step 18. Configure Agent Desktop Display parameters on the server . . . . 540 Step 19. Change the iceAdmin user account password (optional) . . . . . . . 544 Step 20. Configure language support (other than English) . . . . . . . . . . . . . 548 Step 21. Install the XML Automated Assignments feature (optional) . . . . 568
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Step 22. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571 Step 23. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 588 Step 24. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
Part 2
7
Upgrading to Contact Center Manager Administration 6.0 and migrating data
591
Upgrading
593
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compatibility with CCMS and SCCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Planning your upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading access classes and partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8
Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
594 596 598 601 602
603
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604 Section A: Before you begin the migration 607 Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608 Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . 610 Section B: Prepare the source server for the migration 613 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614 Step 3. Ensure that SWC 4.5 SU05 (or later) is installed . . . . . . . . . . . . . . 615 Step 4. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . . 616 Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . 617 Step 6. Extract the AD Data Migration zip file onto the source server . . . . 621 Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . 622 Step 8. Clear routes from filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629 Section C: Prepare the target server for the migration 631 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632 Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . 633 Step 10. Ensure source server IP address is primary DNS server . . . . . . . . 699 Step 11. Connect source server and target server off-network (optional) . . 701 Step 12. Add the target server to the source server domain . . . . . . . . . . . . 702 Step 13. Log the target server onto the source server domain . . . . . . . . . . . 705 Step 14. Extract the AD Data Migration zip file . . . . . . . . . . . . . . . . . . . . . 706
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Section D: Migrating and restoring the data 707 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708 Step 15. Prepare the source server for the Active Directory transfer . . . . . 711 Step 16. Migrate the Active Directory data to the target server . . . . . . . . . 713 Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 718 Step 18. Reset the new computer name of the target server . . . . . . . . . . . . 725 Step 19. Run the Symposium Web Client ChangeSOAPSrv utility . . . . . . 731 Step 20. Reset iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732 Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 734 Step 22. Reconnect to the customer LAN . . . . . . . . . . . . . . . . . . . . . . . . . . 737 Step 23. Restore the data files from the source server to the target server . 738 Section E: Postmigration tasks 741 Step 24. Configure Real-Time Reporting on the target server . . . . . . . . . . 742 Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 749 Step 26. Configure Agent Desktop Display 4.5 parameters on the server . 751 Step 27. Recreate filters containing routes on the target server . . . . . . . . . . 754 Step 28. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 755 Section F: Troubleshooting 757 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758 Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 759
9
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
769
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770 Section A: Preparing for the upgrade 773 Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 774 Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 775 Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 776 Step 4. Ensure the application server meets CCMA 6.0 requirements . . . . 777 Step 5. Perform a full backup of the Symposium Web Client server . . . . . 778 Step 6. Back up Symposium Web Client data files . . . . . . . . . . . . . . . . . . . 779 Step 7. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . . . 782 Step 8. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 783 Step 9. Get documentation for the XML Automated Assignments feature . 787 Step 10. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . 788 Step 11. Verify that the SWC server can update the ADAM schema . . . . . 795 Section B: Upgrading the product software 801 Step 12. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802 Step 13. Install required hot fixes for third-party software . . . . . . . . . . . . . 812 Installation and Maintenance Guide
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Step 14. Apply the latest Service Update and Service Update Supplement 813 Section C: Postupgrade tasks on the CCMA server 821 Step 15. Add the server to an existing domain (optional) . . . . . . . . . . . . . . 822 Step 16. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 826 Step 17. Check Internet Information Services settings . . . . . . . . . . . . . . . . 830 Step 18. Add the IUSR_SWC account as the anonymous user account . . . 831 Step 19. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 842 Step 20. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 848 Step 21. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 852 Step 22. Configure shared folders for Historical Reporting (optional) . . . . 857 Step 23. Configure new ADD 6.0 parameters on the server (optional) . . . . 887 Step 24. Change the iceAdmin user account password (optional) . . . . . . . . 889 Step 25. Upgrade the XML Automated Assignments feature (optional) . . 892 Step 26. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 895 Step 27. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897 Step 28. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 900 Step 29. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902 Section D: Configuring the client PC 903 Step 30. Ensure that the client PCs meet all requirements . . . . . . . . . . . . . 904 Step 31. Download and install Windows update KB917607 (Optional) . . . 905 Step 32. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 906 Step 33. Log on to Contact Center Manager Administration . . . . . . . . . . . 909 Step 34. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 915 Section E: Upgrade agent workstations 927 Step 35. Upgrade Agent Desktop Display on agent workstations . . . . . . . . 928 Step 36. Configure active and standby servers for ADD (optional) . . . . . . 932 Section F: Migrate Classic Client 935 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 936 Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939 Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 941 Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956 Migrate graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . . . 962 Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 972 Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 977 Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 979 Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 982
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10
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
983
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984 Section A: Preparing for the upgrade 989 Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 990 Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 991 Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 992 Step 4. Ensure target server meets CCMA 6.0 requirements . . . . . . . . . . . 993 Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server . . . . . . 994 Step 6. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . . . 995 Step 7. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . 1028 Step 8. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1032 Step 9. Back up Symposium Web Client data files on the source server . 1033 Step 10. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . 1036 Step 11. Restore the data files from the source server to the target server 1037 Step 12. Get documentation for the XML Automated Assignments feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043 Step 13. Install Crystal Enterprise 10 Embedded on the target server . . . 1044 Step 14. Verify that the SWC server can update the ADAM schema . . . . 1051 Section B: Upgrading the product software 1057 Step 15. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058 Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . 1069 Step 17. Apply the latest Service Update and Service Update Supplement 1070 Section C: Postupgrade tasks on the CCMA server 1077 Step 18. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1078 Step 19. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1082 Step 20. Check Internet Information Services settings . . . . . . . . . . . . . . . 1086 Step 21. Add the IUSR_SWC account as the anonymous user account . . 1087 Step 22. Complete additional IUSR_SWC tasks for SU04 (optional) . . . 1099 Step 23. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1105 Step 24. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1109 Step 25. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1114 Step 26. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122 Step 27. Configure shared folders for Historical Reporting (optional) . . . 1124 Step 28. Configure Agent Desktop Display parameters on the server . . . 1154 Step 29. Change the iceAdmin user account password (optional) . . . . . . 1158 Step 30. Upgrade the XML Automated Assignments feature (optional) . 1162 Step 31. Revert to source computer name or change computer name . . . . 1165 Step 32. Ensure computer name of CCMA server is correct on client PCs 1175 Step 33. Accept the license agreement in Server Utility . . . . . . . . . . . . . . 1176
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Step 34. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178 Step 35. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1181 Step 36. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183 Section D: Configuring the client PC 1185 Step 37. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1186 Step 38. Download and install Windows update KB917607 (Optional) . . 1187 Step 39. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1188 Step 40. Log on to Contact Center Manager Administration . . . . . . . . . . 1191 Step 41. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1197 Section E: Upgrading agent workstations 1209 Step 42. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1210 Step 43. Configure active and standby servers for ADD (optional) . . . . . 1214 Section F: Migrate Classic Client 1217 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218 Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1221 Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223 Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1238 Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . 1244 Migrating agent-skillset and agent-supervisor scheduled assignments . . . 1254 Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1259 Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . 1261 Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1264
11
Migrating CCMA 6.0 to a new server
1265
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1266 Section A: Before you begin the migration 1267 Step 1. Ensure target server meets all CCMA 6.0 requirements . . . . . . . . 1268 Step 2. Read relevant documentation for performing a new installation . . 1269 Section B: Prepare the source server for the migration 1271 Step 3. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1272 Step 4. Back up the Nortel data files on the source server . . . . . . . . . . . . 1273 Step 5. Back up Real-Time Reporting and Emergency Help . . . . . . . . . . 1286 Section C: Prepare the target server for the migration 1289 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291 Step 6. Install and configure Windows Server 2003 . . . . . . . . . . . . . . . . . 1292 Step 7. Install IIS with SMTP and ASP.NET (optional) . . . . . . . . . . . . . . 1303 Step 8. Ensure the computer name and DNS host name match . . . . . . . . . 1306 Step 9. Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . 1311 xii
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Step 10. Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . Step 11. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . Step 12. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . Step 13. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . Step 14. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 15. Apply the same Service Update as on the source server . . . . . . . Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . Step 17. Add the server to an existing domain (optional) . . . . . . . . . . . . . Step 18. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . Step 19. Check Internet Information Services settings . . . . . . . . . . . . . . . Step 20. Add the IUSR_SWC account as the anonymous user account . . Step 21. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . Step 22. Configure Logon Warning message (optional) . . . . . . . . . . . . . . Step 23. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . Step 24. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 25. Configure SMTP and printers for Historical Reporting (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 26. Configure shared folders for Historical Reporting (optional) . . . Step 27. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 28. Configure Agent Desktop Display parameters on the server . . . Step 29. Change the iceAdmin user account password (optional) . . . . . . Step 30. Configure language support (other than English) . . . . . . . . . . . . Step 31. Install the XML Automated Assignments feature (optional) . . . Step 32. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . Step 33. Other postmigration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1315 1317 1332 1344 1351 1367 1372 1373 1377 1381 1382 1394 1398 1403 1411 1413 1425 1454 1455 1459 1463 1483 1486 1488
Section D: Restoring CCMA data to target server 1489 Step 34. Restore CCMA data to the target server . . . . . . . . . . . . . . . . . . . 1490 Section E: Postmigration tasks 1503 Step 35. Revert to source server computer name or change name . . . . . . 1504 Step 36. Ensure the CCMA computer name is correct on client PCs . . . . 1514 Step 37. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1515
Part 3
12
Maintaining Contact Center Manager Administration Release 6.0 Uninstalling and reinstalling the server software
1517 1519
Section A: Uninstalling and reinstalling CCMA 1521 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1522 Installation and Maintenance Guide
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Uninstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . Uninstalling the XML Automated Assignments feature . . . . . . . . . . . . . . Uninstalling Crystal Enterprise 10 Embedded . . . . . . . . . . . . . . . . . . . . . . Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reinstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . Scenarios for reinstalling Contact Center Manager Administration. . . . . .
1523 1528 1529 1531 1533 1534
Section B: Uninstalling Agent Desktop Displays 1589 Uninstalling Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1590
13
Applying Service Updates, Service Update Supplements, and Designer Patches 1593 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Patch Viewer Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying an SU, SUS, or DP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling an update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying Contact Center Manager Administration 6.0 SU04 . . . . . . . . . . SU04 and Windows Server 2003 Service Pack 2 . . . . . . . . . . . . . . . . . . . . How to troubleshoot incorrect Windows Server 2003 SP 2 installations. .
14
Resiliency (backup, restore, and disaster recovery)
1594 1597 1600 1607 1609 1619 1621
1623
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1624 Section A: About replicating servers 1627 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1628 About Active Directory Application Mode replication . . . . . . . . . . . . . . . 1629 How to set up ADAM replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1633 Active Directory Application Mode and service accounts . . . . . . . . . . . . . 1634 How to stop and start Active Directory Application Mode replication . . . 1636 Section B: How to recover from a CCMA server failure 1637 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1638 How to recover from CCMA failure (with no replicating server installed) 1639 How to recover from CCMA failure (with replicating server installed) . . 1641 Section C: How to create CCMA data backups 1645 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1646 How to back up Contact Center Manager Administration data files . . . . . 1654 How to back up Real-Time Reporting and Emergency Help configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1669 Section D: How to restore CCMA data 1671 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1672 xiv
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December 2007
How to restore data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1675 How to switch to the standby server in Agent Desktop Display . . . . . . . . 1688 How to change the computer name after installation . . . . . . . . . . . . . . . . . 1689
15
Working with CCMA events
1691
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring SNMP on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Selecting the events to be forwarded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the NMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Working with domains and workgroups
1707
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deciding between a workgroup and a domain . . . . . . . . . . . . . . . . . . . . . . Changing the network settings of your server from workgroup to domain Changing the network settings of your server from domain to workgroup
17
Managing security
Troubleshooting
1708 1710 1712 1719
1725
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iceAdmin password changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . Using Security Configuration Wizard and enabling Windows Firewall . . Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing and Configuring URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enabling Secure Sockets Layer on the CCMA server . . . . . . . . . . . . . . . . Applying security patches to the CCMA server . . . . . . . . . . . . . . . . . . . . . Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . .
18
1692 1694 1697 1704 1705
1726 1728 1734 1737 1772 1777 1783 1789 1791
1797
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1798 Section A: Installation or upgrade problems 1799 CCMA does not function correctly after an upgrade from SWC 4.5 . . . . . 1800 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1804 CCMA installation fails when you install Windows Server 2003 Release 2 optional features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1805 SU02 or SUS0201 installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1807 Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1810
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Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crystal Reports 10.0 Hotfix install error . . . . . . . . . . . . . . . . . . . . . . . . . . Encrypt password for CCMA Users error . . . . . . . . . . . . . . . . . . . . . . . . . Encrypt password for CCMA user fails during installation . . . . . . . . . . . . Cannot find script file PortLdap.vbs when you reinstall CCMA . . . . . . . . Cannot log on to Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IIS Worker Process Errors after you reboot CCMA. . . . . . . . . . . . . . . . . . ASP.NET not configured properly in IIS . . . . . . . . . . . . . . . . . . . . . . . . . . CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1812 1814 1815 1816 1819 1820 1821 1822 1823
Section B: Communication problems between CCMA and CCMS 1825 CCMA does not function correctly after you make a change to the CCMS 1826 Cannot communicate with Contact Center Manager Server . . . . . . . . . . . 1830 Changing the computer name of the Contact Center Manager Server . . . . 1831 Cannot connect to the CCMA server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1832 Section C: Client PC problems 1843 Client PCs cannot communicate with the CCMA server . . . . . . . . . . . . . . 1844 Running two CCMA sessions simultaneously on one client PC . . . . . . . . 1849 Internet Explorer problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1850 Internet Explorer problems on client PCs running Windows XP SP2 . . . . 1852 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1854 CCMA Web interface layout is distorted . . . . . . . . . . . . . . . . . . . . . . . . . . 1855 CCMA logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . 1856 Cannot launch windows in CCMA, pop ups are blocked. . . . . . . . . . . . . . 1857 CCMA logon page displays Connect Login Prompt . . . . . . . . . . . . . . . . . 1859 Jet Database Engine error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1860 Cannot download third-party controls to the client PC . . . . . . . . . . . . . . . 1861 CCMA Web Service failed to execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1862 Section D: General CCMA problems 1863 You forgot the iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1864 Contact Center Manager Administration is not functioning correctly . . . . 1870 Server tree icons are missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1873 CCMA LMService license grant and release events are not logged . . . . . 1874 The browser is preventing ActiveX controls from installing . . . . . . . . . . . 1875 Cannot open technical documentation (.pdf files) through CCMA . . . . . . 1877 Problems with check boxes and Submit buttons . . . . . . . . . . . . . . . . . . . . 1878 Contents from the about:blank Web site are blocked by Internet Explorer 1880 Performance issues occur when you install Microsoft SPs or Hot Fixes . . 1881
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Section E: Simple Object Access Protocol errors 1883 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1884 Contact Center Manager Administration server . . . . . . . . . . . . . . . . . . . . . 1885 Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1889 You receive a message to run the ChangeSOAPSrv utility . . . . . . . . . . . . 1891 Section F: Real-time Statistics Multicast (RSM) problems 1893 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1894 How to troubleshoot Real-time Statistics Multicast from the CCMA server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1899 The server is receiving, but not sending multicast . . . . . . . . . . . . . . . . . . . 1902 How to troubleshoot Real-time Statistics Multicast from CCMS . . . . . . . 1903 No data is multicasted out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906 Section G: Real-Time Reporting problems 1907 Real-time displays do not show any data . . . . . . . . . . . . . . . . . . . . . . . . . . 1908 Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1910 Cannot launch RTDs, others display negative values or long data strings. 1913 No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1914 Network Consolidated Real-Time Displays are missing sites . . . . . . . . . . 1925 Site does not appear in Network Consolidated Real Time Display . . . . . . 1926 Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 . . . . 1927 Agent name change does not reflect in the Standard Agent Display . . . . . 1928 Section H: Historical reporting problems 1929 The report viewer is blank when launching an ad hoc report. . . . . . . . . . . 1930 Cannot connect to the data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1931 Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1935 Cannot synchronize user imported reports; network drive access denied . 1936 Cannot synchronize user imported reports; cannot copy to CCMA server 1938 Cannot import user created report templates; ASP script time out error . . 1939 Historical Reports cannot retrieve large number of agents. . . . . . . . . . . . . 1941 Cannot obtain a license to open a Report Creation Wizard session . . . . . . 1942 Column Names text and data spill over the line in historical reports . . . . . 1943 Last column is cutoff when you run a report . . . . . . . . . . . . . . . . . . . . . . . 1944 Historical reports selection criteria is slow to display list of agent IDs . . . 1945 The scheduled report export fails on the network drive . . . . . . . . . . . . . . . 1946 You cannot activate scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1948 Historical reports always display and print in portrait orientation . . . . . . . 1953 Exporting large reports to PDF causes error message . . . . . . . . . . . . . . . . 1954 Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . 1955 Section I: Configuration Tool problems 1957 Problems with the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1958 Installation and Maintenance Guide
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Section J: Access and Partition Management 1959 Cannot find Access and Partition Management information . . . . . . . . . . . 1960 Cannot view agents or skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1962 Cannot create Report Groups due to failure of XML counter upgrade . . . 1963 Section K: Contact Center Management 1965 “No Supervisors Defined” error messages occur . . . . . . . . . . . . . . . . . . . . 1966 Section L: Agent Desktop Display problems 1969 Cannot upgrade Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . 1970 Agent Desktop Displays do not show any data . . . . . . . . . . . . . . . . . . . . . 1971
A
Event Codes
1973
Operating System events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1974 Contact Center Management Administration events . . . . . . . . . . . . . . . . . 1976
B
Change the names or IP addresses of servers
1981
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 . . 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 . . . . . . . . . .
C
CCMA in a Citrix environment
1982 1983 1997 2014 2034 2058 2081 2092 2109 2116 2126 2130 2142 2149
2157
Contact Center Manager Administration and Citrix. . . . . . . . . . . . . . . . . . 2158 Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2161 CCMA and Citrix installation and configuration checklist . . . . . . . . . . . . 2162
D
Web site types
2177
Determining your Web site type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2178
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Glossary
2181
Index
2221
Installation and Maintenance Guide
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Standard 10.15
xx
Contact Center Manager Administration
Chapter 1
Getting started In this chapter New in this release
22
Overview
28
About Contact Center Manager Administration
31
How to use this guide
36
Skills you need
38
Related documents
39
How to get help
41
Installation and Maintenance Guide
21
Getting started
Standard 10.15
New in this release The following sections detail what is new in the Nortel Contact Center Manager Administration Installation and Maintenance Guide (297-2183-926) for release 10.15.
“Features” on page 22
“Other changes” on page 24
Features See the following sections for information about feature changes:
“License Manager Service” on page 22
“Scheduled backups” on page 22
“Replicating server” on page 23
“Windows Server 2003 Release 2” on page 23
“Internet Explorer 7.0” on page 23
“Microsoft SOAP toolkit 3.0” on page 23
“Contact Center Manager Administration SU04” on page 24
“Windows Server 2003 Service Pack 2” on page 24
License Manager Service The License Manager Service is a new feature on Contact Center Manager Administration server. License Manager Service affects the following sections:
“Configure License Manager Service” on page 156
“SU02 or SUS0201 installation fails” on page 1807
Scheduled backups You can now schedule backups using the Nortel Backup and Restore utility The scheduled backups feature affects the following section:
22
“Back up the Nortel data files on the source server” on page 1273
Contact Center Manager Administration
December 2007
Getting started
Replicating server The replicating server affects the following sections:
“Install primary and replicating CCMA servers” on page 53
“How to install and configure the replicating server (optional)” on page 377
Windows Server 2003 Release 2 Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Windows Server 2003 Release 2 affects the following section:
“Prerequisites” on page 46
Internet Explorer 7.0 Internet Explorer 7.0 is supported in Contact Center Manager Administration. Internet Explorer 7.0 affects the following sections:
“Configure Internet Explorer” on page 267
“Configure Internet Explorer” on page 571
“To configure Internet Explorer 6.0 or later on the client PC” on page 681
“Configuring Internet Explorer” on page 1772
“The browser is preventing ActiveX controls from installing” on page 1875
Microsoft SOAP toolkit 3.0 The Microsoft Simple Object Access Protocol (SOAP) toolkit 3.0 is not required for SU04 or later. If you install a version earlier than SU04, the Microsoft SOAP toolkit 3.0 continues to be required. The Microsoft SOAP toolkit 3.0 affects the following sections:
“Installing Contact Center Manager Administration on the primary server” on page 105
“Third-party software and controls” on page 260
Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284
Step 3 of “Logging on to the Contact Center Manager Administration server for the first time and changing the default password” on page 297 “Controls that are downloaded to the client PC” on page 304
Installation and Maintenance Guide
23
Getting started
Standard 10.15
“Installing Simple Object Access Protocol on the Agent Desktop Display client PC (Contact Center Manager Administration server has Windows Server 2003)” on page 327
Contact Center Manager Administration SU04 If you install SU04, there are additional postinstall tasks that you must configure. Contact Center Manager Administration SU04 affects the following sections:
Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 150 Step 18. “Add the IUSR_SWC account as the anonymous user account” on page 831 Step 21. “Add the IUSR_SWC account as the anonymous user account” on page 1087 “Contact Center Manager Administration SU04 server postinstall tasks” on page 1609
Windows Server 2003 Service Pack 2 Windows Server 2003 Service Pack 2 is supported with Contact Center Manager Administration 6.0 SU04. Windows Server 2003 Service Pack 2 affects the following sections:
“CCMA server preinstallation requirements” on page 49
“Uninstalling Active Directory Application Mode” on page 1527
“Supported upgrade paths in Release 6.0” on page 594
“Windows Server 2003 installation checklist” on page 1294
Other changes See the following sections for information about changes that are not featurerelated.
24
“Replication” on page 25
“Configuring Real-Time Reporting properties” on page 25
“Back up and restore” on page 25
“Internet Explorer” on page 26 Contact Center Manager Administration
December 2007
Getting started
“Computer names and IP addresses” on page 26
“IceAdmin Password Change Utility” on page 26
“Service Updates, Service Update Supplements, Designer Patches” on page 26 “Automatic Private IP Addressing” on page 26 “Symposium Web Client 4.5 migration – configuring DNS on the source server” on page 26. “ADAM replication” on page 27
Replication Replication is possible only when both the primary and replicating servers are in a domain. For more information, see “Best practices for Contact Center Manager Administration resiliency” on page 1624. The procedures to stop and start ADAM replication have additions. For more information, see “How to stop and start Active Directory Application Mode replication” on page 1636. Configuring Real-Time Reporting properties When you configure the Real-Time Reporting properties, the IP Send Address on a Contact Center Manager Administration server cannot be the same as the IP Send Address of any other Contact Center Manager Administration servers in the network. For more information see, “Configuring Real-Time Reporting” on page 167. Back up and restore The following additional features are available in the Backup and Restore utility:
You can back up to a tape drive.
You can back up files to another server in the same domain.
For more information, see “Option 1: Backing up data using the Nortel Backup and Restore utility” on page 1274. You cannot back up ADAM files by manually copying the files. For more information see, Step 6. “Back up Symposium Web Client data files” on page 779. Installation and Maintenance Guide
25
Getting started
Standard 10.15
Internet Explorer When you configure Internet Explorer, you must ensure that encoding settings are Western European. For more information, see “Ensuring display settings are configured for Western European (ISO)” on page 277. Computer names and IP addresses The following new appendix contains information about changing computer names and IP addresses: Appendix B, “Change the names or IP addresses of servers.” IceAdmin Password Change Utility The IceAdmin Password Change Utility supports domain accounts. For more information, see “Changing the password using the iceAdmin Password Change Utility” on page 1731. You must reset the iceAdmin password after you change the Contact Center Manager Administration server computer name. For information, see “Change the Contact Center Manager Administration server name” on page 2092. Service Updates, Service Update Supplements, Designer Patches You can install Service Updates, Service Update Supplements, and Designer Patches on top of your installed language pack. For more information, see “Language packs” on page 1595. Automatic Private IP Addressing Windows 2000 and 2003 operating systems have an Automatic Private IP Addressing (APIPA) feature that is automatically disabled in Contact Center Manager Administration 6.0 SUS0202 and up. It is possible that installing Microsoft service packs or hot fixes will overwrite this setting. For more information, see “Performance issues occur when you install Microsoft SPs or Hot Fixes” on page 1881. Symposium Web Client 4.5 migration – configuring DNS on the source server When you configure the DNS on the source server, you must also configure the DNS for forwarding. For more information, see Step 7. “Ensure DNS is correctly configured on the source server” on page 622.
26
Contact Center Manager Administration
December 2007
Getting started
ADAM replication To enable ADAM replication, you must: 1.
Install Contact Center Manager Administration without replication on a primary server.
2.
Add the primary server to a domain.
3.
On the secondary server, log onto the domain.
4.
Install Contact Center Manager Administration with replication on a secondary server and point the ADAM instance on the secondary server to the ADAM instance on the primary server.
For more information, see “How to set up ADAM replication” on page 1633.
Installation and Maintenance Guide
27
Getting started
Standard 10.15
Overview This guide provides information and procedures to help you complete the following tasks:
install and configure the Contact Center Manager Administration software, client PCs, and agent workstations on the primary server install and configure the Contact Center Manager Administration software on a replicating server migrate Classic Client data migrate Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 upgrade the server software from Symposium Web Client 4.5 SUS0601 v1 to Contact Center Manager Administration 6.0 on the same server upgrade the server software from Symposium Web Client 4.5 SUS0601 v1 to Contact Center Manager Administration 6.0 on a new server
migrate Contact Center Manager Administration to a new server
uninstall the server and client software
reinstall the server and client software
install and uninstall Service Update packs
manage security on the server
back up and restore data
troubleshoot server problems
Who should read this guide This guide is intended for:
28
Nortel installers and distributors who are responsible for installing and configuring Contact Center Manager Administration administrators who are responsible for monitoring and maintaining the Contact Center Manager Administration server.
Contact Center Manager Administration
December 2007
Getting started
Before you begin This guide provides step-by-step instructions for the procedures you must perform to complete the installation and administration of the Contact Center Manager Administration software. You must read and complete the tasks in the following guides before proceeding with the tasks in this guide. Each of these guides contains important information that you need before you install Contact Center Manager Administration: Name of Guide
Description of contents
Contact Center Planning and Engineering Guide
Information about:
the data network components of Contact Center 6.0 compatibility considerations between versions of various network components
Contact Center Installer’s Roadmap (see www.nortel.com/ pic)
Required installation and server data
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
Information about:
Installation and Maintenance Guide
the requirements for a Contact Center Manager Administration server platform configuring the Windows Server 2003 Enterprise or Standard Edition operating system
29
Getting started
Standard 10.15
Access rights This guide assumes that you have the administrator privileges and access rights required to perform the procedures in this guide. ATTENTION
When you install Contact Center Manager Administration, the setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
Licensing requirements Key codes are replaced with License Manager.
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Contact Center Manager Administration
December 2007
Getting started
About Contact Center Manager Administration Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to configure and contact center resources, call flows, components, activities. You can also use Contact Center Manager Administration to define access levels to data and provide dynamic reporting to fit your enterprise business needs.
Contact Center Manager Administration components Contact Center Manager Administration is comprised of the following components:
Contact Center Management
Access and Partition Management
Configuration
Scripting
Real-Time Reporting
Historical Reporting
Report Creation Wizard
Outbound
Emergency Help
Audit Trail
Agent Desktop Display
Contact Center Management Use Contact Center Management to add, edit, view, or delete:
users (agents, supervisors, or supervisor/agents) on a server in Contact Center Manager Server
agent to supervisor assignments
agent to skillset assignments
Installation and Maintenance Guide
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Getting started
Standard 10.15
Access and Partition Management Use Access and Partition Management to add, edit, view, or delete:
users
partitions
access classes
report groups for Historical Reporting
In Access and Partition Management, administrators can grant and restrict access to Contact Center Manager Administration components and data by defining users and access classes. Configuration Use the Configuration component to configure and administer Contact Center Manager Server. You can use the CS1000 (M1) Data Extraction Tool to extract configuration data from the CS1000 PBX switch, and then upload that data to the Contact Center Manager Server by using Contact Center Manager Administration Configuration spreadsheets. For more information, see the Contact Center Manager Administrator's Guide. Note that the CS 1000 Data Extraction Tool is intended for use with the CS 1000 PBX switch only; it does not support the CS 1000 Internet Enabled switch. If you are on-site configuring a customer contact center, you can upload your Contact Center Manager Configuration Tool spreadsheets by using the Configuration component of the customer Contact Center Manager Administration application. Scripting The Contact Center Manager Server uses scripts to route calls. With the Scripting component, you can create and modify call routing instructions for your contact center using the following components:
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a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
Contact Center Manager Administration
December 2007
Getting started
You can also apply thresholds to your applications, and edit application threshold classes using the Scripting component. The Scripting component also includes a validation tool that checks your scripts for errors before they run. Real-Time Reporting Use the Real-Time Reporting component to view call activity information. Realtime displays are available for both single node and multinode sites. The following standard Real-Time Reporting displays are preconfigured in Contact Center Manager Administration:
six standard real-time displays for a single-node Contact Center Manager Server site three standard real-time displays for multinode (or networked) Contact Center Manager Server sites
Historical Reporting Use Historical Reporting to obtain standard reports about the past performance of the contact center, contact center configuration data, and Access and Partition Management configuration data of the Contact Center Manager Administration server. You can generate many different types historical reports:
Standard reports—For example: agent properties and CDN properties summarized historical reports for a specific interval of time detailed reports for specific events that occur in the contact center Report Creation Wizard reports imported from the Report Creation Wizard component User defined reports created from standard reports to run as ad hoc and scheduled reports User created reports (created using Crystal Reports) imported to Contact Center Manager Administration Access and Partition Management configuration reports for the Contact Center Manager Administration server, such as access classes, report groups, users, and user defined partition reports
Installation and Maintenance Guide
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Getting started
Standard 10.15
Report Creation Wizard Report Creation Wizard is a reporting feature that you can access through the main Historical Reporting interface. You can use the wizard to create, maintain, and modify customized ad hoc reports through a user-friendly interface. After you create reports by using Report Creation Wizard, you can work with the reports in the Historical Reporting component, and use the same access permissions, partitions, and filters features that you can with any other report. You can also use the Historical Reporting interface to schedule reports that you create with the Report Creation Wizard. Emergency Help The Emergency Help feature is a notification panel on the browser whereby supervisors are alerted when an agent presses the Emergency key on their phoneset. Agents press the Emergency key when they require assistance from the supervisor (for example, if a caller is abusive). The Emergency Help panel displays information about the agent, including the agent name and location, and displays the time when the Emergency key was pressed. Audit Trail Audit Trail records the actions performed in Contact Center Management, Access and Partition Management, Historical Reporting, Scripting, and Configuration. The Audit Trail also identifies the user ID of the person who made the changes. Agent Desktop Display Agent Desktop Display provides real-time skillset monitoring to agents. You can configure Agent Desktop Display to inform agents of the number of calls in queue, the average call wait time, and so on. Agent Desktop Display is a by-product of Contact Center Manager Administration installed on the agent workstation. It is not launched or installed from the Contact Center Manager Administration server.
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Contact Center Manager Administration
December 2007
Getting started
Outbound Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. You can use this tool to define campaign parameters, import and review call data, create agent call scripts, and monitor campaign results. The Agent Desktop interface for Outbound runs on the agent desktop during campaigns. This interface presents outbound contacts to agents, provides agents with preview dial capability, displays agent call scripts (if configured), and saves disposition codes and script results.
Installation and Maintenance Guide
35
Getting started
Standard 10.15
How to use this guide This guide covers topics such as installing all components of Contact Center Manager Administration, upgrading the server software, backing up and restoring data, and maintaining the server. Before you complete the tasks in this guide, ensure that your hardware and software meet the requirements for Contact Center Manager 6.0. You must also install and configure Windows Server 2003. Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
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
Windows Share Point Services
ATTENTION
If you perform an installation of Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components listed above, your Contact Center Manager Administration installation will fail. For more information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Information about hardware and software requirements and Windows Server 2003 installation procedures and requirements are detailed in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Contact Center Manager Administration
December 2007
Getting started
This guide includes a detailed table of contents and an index to help you find specific information or procedures related to server installation and maintenance. The section “Where to start in this guide” on page 37 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 describes where to start for common procedures. If you want to
Start here
Install Contact Center Manager Chapter 3, “Install the software on the primary Administration on the primary server server” Install Contact Center Manager Administration on the replicating server
Chapter 6, “How to install and configure the replicating server (optional)”
Migrate Symposium Web Client 4.5 Chapter 8, “Migrating SWC 4.5 platform from platform from Windows 2000 to Windows 2000 to Windows 2003” Windows 2003 Upgrade from Release 4.5 to Release Chapter 9, “Upgrading from SWC 4.5 (Windows 6.0 on the same server 2003) to CCMA 6.0 on same server” Upgrade from Release 4.5 to Release Chapter 10, “Upgrading from SWC 4.5 (Windows 6.0 on a different server 2003) to CCMA 6.0 on a new server” Migrate Contact Center Manager Administration to a new server
Chapter 11, “Migrating CCMA 6.0 to a new server”
Back up your server database
Chapter 14, “Resiliency (backup, restore, and disaster recovery)”
Recover your server
Chapter 14, “Resiliency (backup, restore, and disaster recovery)” This chapter provides several options for recovering your server when you encounter problems.
Installation and Maintenance Guide
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Getting started
Standard 10.15
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:
Client/server architecture
LAN/WAN networking
network security and management
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Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting
Contact Center Manager Administration
December 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-903
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
297-2183-935
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
297-2183-212
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server
297-2183-944
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
Installation and Maintenance Guide
39
Getting started
Standard 10.15
For information about Refer to
NTP number
Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Administering contact centers
Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Contact Center Manager Supervisor’s 297-2183-928 Guide Contact Center Historical Reporting and Data Dictionary
40
297-2183-914
Contact Center Manager Administration
December 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Chapter 18, “Troubleshooting.”
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/documentation
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases
Installation and Maintenance Guide
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Getting started
Standard 10.15
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: www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: 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.
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Contact Center Manager Administration
part 1 Installing the Contact Center Manager Administration software
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Standard 10.15
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Contact Center Manager Administration
Chapter 2
Installation overview In this chapter Prerequisites
46
CCMA server preinstallation requirements
49
Install Crystal Reports with CCMA (optional)
51
Install primary and replicating CCMA servers
53
What you need
56
Before you begin
58
Installation and Maintenance Guide
45
Prerequisites This guide is for planners, administrators, technicians, and engineers responsible for installing and maintaining the server. It assumes that the reader has basic computing skills, is familiar with necessary safety procedures, and has the hardware documentation provided by the manufacturer available as a reference. Use the following checklist to make sure you have the prerequisites to install Contact Center Manager Administration. Prerequisites
Guidelines
Required skills
Before installing the hardware and software for Contact Center Manager Administration, make sure that you have the prerequisite skills. For more information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Required hardware
Make sure you have the required hardware and materials before starting the installation. To ensure you have the required equipment and materials for a successful installation, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Installation and Maintenance Guide
✔
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December 2007
Installation overview
Prerequisites
Guidelines
Windows server 2003
You must install and configure Windows Server 2003 in the Contact Center Manager Administration server before proceeding with the installation of Contact Center Manager Administration.
✔
Attention: Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. If you install Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components installed, your Contact Center Manager Administration installation will fail. For detailed procedures and information about installing Windows Server 2003, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Contact Center Manager Server
You must install and configure your Contact Center Manager Server before you install the Contact Center Manager Administration server software. For information about installing and configuring the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
Virtual Private Network (VPN) or modem
For the purpose of remote technical support, Nortel recommends that there is a VPN connection using a Nortel VPN router connected to the Nortel server subnet, or a modem connection to each of the servers.
Understanding of the components in Contact Center Manager Administration
Make sure you understand the required software components and server configuration before proceeding with your installation. For more information, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.
Installation and Maintenance Guide
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Installation overview
Standard 10.15
✔
Prerequisites
Guidelines
Required Installation Information
Ensure that you complete the Required Installation Information checklist that is available in the Nortel Contact Center 6.0 Installer’s Roadmap. This checklist contains important information that you need when performing the installation.
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Contact Center Manager Administration
December 2007
Installation overview
CCMA server preinstallation requirements The following table provides an overview of the preinstallation requirements for the Contact Center Manager Administration server. Component
Operating system
Configuration requirement
Windows Server 2003 Enterprise or Standard Edition with the latest supported service pack. For information about the latest service pack for Windows Server 2003 validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. Windows Server 2003 Service Pack 2 is supported only with Contact Center Manager Administration 6.0 SU04 or later. Contact Center Manager Administration is supported on Windows Server 2003, Release 2; however, Nortel does not support the new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. If you install Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components, your Contact Center Manager Administration installation will fail. For further details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) and ASP.NET
Windows components
Third-party software
Sybase Open Client version 12.5
Crystal Enterprise 10 Embedded
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Installation overview
Standard 10.15
Component
Configuration requirement
Patches and Hotfixes
At the time of publication, the following hot fixes are required:
Remote Support Access Tool
Crystal 10 Common Hotfix
Crystal Reports 10 Hotfix
EBF Patch for Sybase
pcAnywhere 11.5 (recommended) OR Microsoft Remote Desktop Connection
For information about installing the operating system, Windows components, and the Microsoft hotfixes, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For information about installing third-party software and your remote support access tool, see the procedures and steps in this chapter.
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Contact Center Manager Administration
December 2007
Installation overview
Install Crystal Reports with CCMA (optional) With Contact Center Manager Administration 6.0, two report writing software options are available. 1.
You can use the new Report Creation Wizard feature that is installed with Contact Center Manager Administration. Use the Report Creation Wizard to create, maintain and modify customized ad hoc reports through a userfriendly interface. To use Report Creation Wizard, you must install Crystal Enterprise 10 Embedded on the Contact Center Manager Administration server prior to installing Contact Center Manager Administration. The install.msi file for Crystal Enterprise 10 Embedded is included in the Contact Center Manager Installation DVD. For information about installing Crystal Enterprise 10 Embedded, see Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95.
2.
Alternatively, you can purchase and install Crystal Reports 10.0 (Professional or Developer) to use and create reports. Crystal Reports 10.0 is not packaged with Contact Center Manager Administration.
Installation tips for Crystal Reports 10.0 If you purchase and install Crystal Reports 10.0, note the following tips and recommendations for installation:
The license key used to install Crystal Reports 10.0 must be the same the license key used to install the Report Designer Component (RDC) merge modules. You cannot install Crystal Reports on a co-resident server that contains both Contact Center Manager Administration and Contact Center Manager Server.
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Installation overview
Standard 10.15
Installing Crystal Reports on the Contact Center Manager Administration server For performance purposes, and to avoid co-residency problems, Nortel recommends that you install Crystal Reports on a PC other than the Contact Center Manager Administration server. However, if you must install Crystal Reports on the Contact Center Manager Administration server, note the following recommendations:
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Previous versions of Crystal Reports—You can install Crystal Reports 10.0 regardless of whether you have a previous version of Crystal Reports installed on the server. If there is previous version of Crystal Reports, Nortel recommends that you remove it before you install Crystal Reports 10.0. Uninstalling Contact Center Manager Administration—After you install Crystal Reports 10.0 and Contact Center Manager Administration on the Contact Center Manager Administration server, if you uninstall Contact Center Manager Administration, your Crystal Reports installation is corrupted because some of its components are also removed. In this case, you must repair or reinstall Crystal Reports 10.0. Uninstalling Crystal Reports 10.0—After you install Crystal Reports 10.0 and Contact Center Manager Administration on the Contact Center Manager Administration server, if you need to uninstall Crystal Reports, it rarely impacts the Historical Reporting component. However, if you notice any problems, you must repair the Historical Reporting component by installing the Crystal Reports 10.0 merge modules from the Contact Center Manager Administration DVD. To do so, in the root directory of the DVD, locate and double-click the file CRTemplates.msi. A Windows Installer package automatically installs the modules.
Contact Center Manager Administration
December 2007
Installation overview
Install primary and replicating CCMA servers When you install Contact Center Manager Administration, you can replicate Active Directory Application Mode (ADAM) files from a primary Contact Center Manager Administration server. ADAM is a Microsoft information storage framework. Contact Center Manager Administration stores many of its data files in ADAM. Replication provides additional resiliency of the Contact Center Manager Administration data by which you can automatically copy files created in the primary server to a replicating server. In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access to data files from the primary server. With replication, Contact Center Manager Administration users can immediately point their browser to the replicating Contact Center Manager Administration server and maintain a level of productivity with minimal interruption. It is important to understand that installing a replicating server is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you install a replicating server for the following reasons:
You cannot replicate all Contact Center Manager Administration data files. You cannot use replication to roll back data to a specific point in time, which you may require.
For more information about replication and developing a resiliency strategy for your Contact Center Manager Administration network, see Chapter 14, “Resiliency (backup, restore, and disaster recovery).”
Installing the primary Contact Center Manager Administration server Every Contact Center 6.0 network must have a primary Contact Center Manager Administration server installed on the network.
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Installation overview
Standard 10.15
If you install the primary Contact Center Manager Administration server, follow the procedures in Chapter 3, “Install the software on the primary server” and select No when the system asks you whether you want to enable replication. After you install the primary Contact Center Manager Administration server, you can install replicating servers that you subsequently add to primary Contact Center Manager Administration servers in your network. You can also perform this procedure to install a primary server to install subsequent instances of Contact Center Manager Administration but choose not to replicate it. Before you install the primary Contact Center Manager Administration server, you must know the security context in which you create this Contact Center Manager Administration instance. For example, you must know if it is a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or if it is within a workgroup, and so on. For more information, see “Active Directory Application Mode and service accounts” on page 1634, or consult the Microsoft documentation.
Installing replicating Contact Center Manager Administration servers To install a replicating server, you must first install a primary Contact Center Manager Administration server without replication by following the procedures in Chapter 3, “Install the software on the primary server.” After you install the primary Contact Center Manager Administration server, you can install a replicating server. If you install a replicating server, follow the procedures in Chapter 6, “How to install and configure the replicating server (optional)” and select Yes at the prompt during the installation to enable the new instance to join and replicate with the primary Contact Center Manager Administration instance in your network. You can replicate only existing Contact Center Manager Administration servers that are correctly installed. Before you install a replicating Contact Center Manager Administration server, you must know the following:
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the name of your domain controller the name of the primary Contact Center Manager Administration server that you want to replicate
Contact Center Manager Administration
December 2007
Installation overview
the port number the ADAM instance uses on this remote computer to communicate the security context in which you install the replicating Contact Center Manager Administration server and the type of service account chosen for the primary Contact Center Manager Administration server. For example, are you installing a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, and so on. For more information about this, see “Active Directory Application Mode and service accounts” on page 1634, or consult the Microsoft documentation.
In addition, there must be a domain user created on the domain controller that is a member of the Administrators group and the Replicator group, and you must know the username and password for this user.
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Installation overview
Standard 10.15
What you need The following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0. ✔
Qty
Description
1
Contact Center Manager installation DVD
1
Windows Server 2003 Installation CD
Use the Contact Center Manager installation DVD to install one or all of the following:
Contact Center Manager Administration software
Sybase Open Client version 12.5
Crystal Enterprise 10 Embedded
required hotfixes
Timing The following installation times provide guidance on the time required for software installation:
1
Task
Time
Preinstallation (including operating system installation/ configuration)
2 hours
For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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2
Installing the server software
30 minutes
3
Postinstallation
1 hour
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Installation overview
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:
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
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Installation overview
Standard 10.15
Before you begin Before you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Nortel Contact Center 6.0 Installer’s Roadmap and contains important information that you need when performing the installation. Administrator accounts and installation It is important to take note of the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must ensure that you always use the same Administrator account to install or uninstall Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you attempt to install or uninstall Contact Center Manager Administration, future Service Updates, Service Update Supplements, or designer fixes and patches using a different Administrator account, the installation or uninstallation fails. Default Web sites and virtual directories Before you install Contact Center Manager Administration, decide if you will install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, or if you will install it as a virtual directory on an existing Web site. Nortel recommends that you install Contact Center Manager Administration as the default Web site, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration. If you require more information, see “Web sites and virtual directories” on page 2178 to determine the type of Web site that best suits your company needs.
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Installation overview
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Installation overview
60
Standard 10.15
Contact Center Manager Administration
Chapter 3
Install the software on the primary server In this chapter Overview
62
Section A: Prepare the primary server for the installation
65
Section B: Install the server software on the primary server
103
Section C: Postinstallation on the primary CCMA server
127
Installation and Maintenance Guide
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Install the software on the primary server
Standard 10.15
Overview This chapter describes how to install and configure the Contact Center Manager Administration server prior to installing the Contact Center Manager Administration software. These preinstallation tasks are necessary to ensure correct installation of the Contact Center Manager Administration software on the Contact Center Manager Administration server. The procedures in this section outline the preinstallation steps to install Contact Center Manager Administration 6.0 for the first time. To reinstall Contact Center Manager Administration or to upgrade from an earlier version of Symposium Web Client, there are a different series of steps that you must follow. For information, see Chapter 7, “Upgrading overview.” This chapter is divided into the following three sections:
Section A: “Prepare the primary server for the installation,” on page 65
Section B: “Install the server software on the primary server,” on page 103
Section C: “Postinstallation on the primary CCMA server,” on page 127
This chapter does not include the steps to install and configure Windows Server 2003 Enterprise or Standard Edition on the Contact Center Manager Administration server. Nortel recommends that you read the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide to obtain important information about the configuration requirements on the Contact Center Manager Administration server before proceeding with the tasks in this chapter. Nortel also recommends that you consult the Contact Center Planning and Engineering Guide and the Contact Center Installer’s Roadmap before you complete the procedures in this guide.
Timing The following installation times provide guidance on the time required for software installation.
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Install the software on the primary server
Preinstallation (including operating system installation/configuration): 2 hours. For details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
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:
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
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Install the software on the primary server
64
Standard 10.15
Contact Center Manager Administration
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Install the software on the primary server
Section A: Prepare the primary server for the installation
In this section Step 1. Read relevant documentation for performing a new installation
66
Step 2. Install your remote support access tool
67
Step 3. Install Sybase Open Client version 12.5
83
Step 4. Install the Crystal Enterprise 10 Embedded software
95
Installation and Maintenance Guide
65
Install the software on the primary server
Standard 10.15
Step 1. Read relevant documentation for performing a new installation Before you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Contact Center Installer’s Roadmap and contains important information that you need when performing the installation. Before performing an installation, check for any Installation Addenda or updated customer documentation on the Nortel Web site at www.nortel.com, or the Partner Information Center Web site at www.nortel.com/pic.
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Install the software on the primary server
Step 2. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on page 69. If a previous version of pcAnywhere is installed on the Contact Center Manager Administration server, consult the Symantec Web site (www.symantec.com) to find out whether you must uninstall this version before installing pcAnywhere 11.5. Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection for Administration as the remote support tool for all PCs in their network. For information about enabling Microsoft Remote Desktop Connection for Administration, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 82. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection for Administration) on the Contact Center Manager Administration server, not both.
Remote Access Services Remote Access Services (RAS) are supported in the following install configurations: Install configuration
RAS is supported
CCMA (stand-alone)
Yes
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Install configuration
RAS is supported
CCMS (stand-alone)
Yes
CCT (stand-alone)
No
CCMA and CCMS (co-resident)
Yes
CCMA, CCMS, and CCT (coresident)
No
RAS and co-residency If you install Contact Center Manager Server on a co-resident server, RAS is not enabled. Nortel recommends that you configure a Virtual Private Network (VPN) connection for the co-resident server. Connecting to the server through pcAnywhere over a VPN connection is supported on co-resident servers with all three applications installed—Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. If Communication Control Toolkit is included in the co-resident installation, in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server through a modem, problems occur due to a potential conflict when a modem driver coexists with Communication Control Toolkit drivers on the same server. One licensed copy of pcAnywhere version 11.5 Host Only is provided on the Contact Center Manager installation DVD. You can use this software license to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Installing pcAnywhere 11.5 Host Only The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. To install Contact Center Manager Administration on a stand-alone server, you must complete this procedure. To install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server only, you need not complete the procedures in this section as pcAnywhere is installed when you install Contact Center Manager Server. If you upgrade from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.5. CAUTION Risk of system failure .
Before you install pcAnywhere version 11.5, consult the driver manufacturer Web sites for available updates to ensure that the video drivers on the Contact Center Manager Administration server PC are current. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, see the pcAnywhere Web site at www.symantec.com.
1
Log on to the Contact Center Manager Administration server as Administrator.
2
Insert the pcAnywhere version 11.5 CD into the server.
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If autorun starts and you click Install, or if you double-click the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
3
Click Add or Remove Programs to open the Add or Remove Programs window.
4
Click Add New Programs.
5
Click CD or Floppy.
6
Click Next. Result: The program finds the setup.exe file on the CD.
7
Click Finish. Result: The pcAnywhere 11.5 launchpad appears.
8
Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
9
Click Next. Result: The License Agreement window appears.
10
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
11
Enter your username and company details, and then click Next. Result: The Destination Folder window appears.
12
Accept the default location to install the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
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Accept the defaults in this window, and then click Next. Nortel recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
14
Click Install. Result: The program installs the software. After the program installs, the LiveUpdate window appears.
15
Click Next. Result: The program installs any updates.
16
Click Finish. Result: A prompt appears asking you to register pcAnywhere.
17
Click Skip. Result: A prompt appears asking you to confirm your choice.
18
Click Yes.
19
Click Finish when the installation is complete.
Configuring the Active Desktop settings To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server. 1
Right-click anywhere on the server desktop.
2
On the menu, select Active Desktop. Result: Another menu appears.
3
On this menu, ensure that Show Web Content is not selected.
Starting pcAnywhere 11.5 or later for the first time 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere.
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If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked 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 then 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 PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, you can use the installation of pcAnywhere that was completed through the Contact Center Manager Server installation. In this case, you need not follow the instructions in this section. 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.
To change the Windows access rights for pcAnywhere files To change the Windows access rights for pcAnywhere files, you must browse to a hidden directory. Viewing hidden directories
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1
Open My Computer.
2
Choose Tools > Folder Options. Contact Center Manager Administration
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3
Click the View tab.
4
Scroll down until you see Show Hidden Files and Folders, and select this option.
5
Click OK.
Changing the Windows access rights for pcAnywhere files 1
Exit pcAnywhere.
2
In Windows Explorer, navigate to the following folder: C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere where C is the drive on which pcAnywhere is installed.
3
Right-click the pcAnywhere folder icon. Result: A menu appears.
4
From the menu, click Properties. Result: The pcAnywhere Properties dialog box appears.
5
Click the Security tab.
6
In the Name box, select Administrators.
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7
To grant administrators full access to the pcAnywhere folder, ensure that the Allow check box is selected for Full Control.
8
Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host If you use a modem connection with pcAnywhere, you must configure the modem before you perform this procedure. 1
Log on to the server as Administrator.
2
Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option.
4
Select File > New > Item > Use Wizard. Result: The Host Setup Wizard dialog box appears.
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5
From the Connection type for this host list, select your modem (if you use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6
From the Optimized for list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard dialog box appears.
8
Ensure that Launch with Windows and Run minimized check boxes are selected, and leave all other default settings, as shown in the figure.
9
Click Next. Result: The following Wizard dialog box appears.
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Standard 10.15
Accept the default values in this window, and then click Next. Result: The following Wizard dialog box appears.
11
Click Add. Result: The Identification dialog box appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you type NGenDist for the logon name, you can use the same NGenDist password that is used in Contact Center Manager Server, or you can use a password of your choice.
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In the Confirm password box, type the same password again. Contact Center Manager Administration
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15
Click OK.
16
Click Finish to close the wizard. Result: The Hosts window reappears with the new account selected.
17
In the Selected account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties. Result: The Host Properties:
19
Click the Callers tab. Result: The Callers page appears.
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Standard 10.15
In the Caller list, select the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties dialog box appears.
21
Click the Privileges tab.
22
Select the Superuser option button.
23
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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Click the Security Options tab. Result: The Security Options page appears.
25
In the Session options section, from the Keyboard/mouse active during session list, select Host and Remote.
26
In the Login options section, select Limit time to complete login check box and set the Timeout to 3.
27
Select the Limit login attempts per call check box and set the Maximum to 3.
28
Select the Encryption tab. Result: The Encryption page appears.
29
In the Settings section, from the Level list, select None.
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Select the Conference tab. Result: The Conference page appears.
31
Select the Enable conferencing check box.
32
Select the Obtain IP address automatically option.
33
Click Apply to save your settings.
34
To assign a password to control who can modify the Network icon settings, complete the following steps; otherwise proceed to step 35. a. Select the Protect Item tab. Result: The Protect Item page appears. b. In the Password box, type a password.
ATTENTION
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If you select the Required to modify properties check box on the Protect Item page, you must enter the password each time you change a setting. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings. Contact Center Manager Administration
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Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
36
Optionally, repeat steps 4 to 35 to create another caller account of your choice (for example, NGenDesign). Tip: If you type NGenDesign for the logon name of the second caller account, you can use the same NGenDesign password that is used in Contact Center Manager Server, or you can use a password of your choice.
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Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later 1
Log on to Windows as Administrator.
2
From the Start menu, select All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support access tool If you install pcAnywhere 11.5 on your server, you need not 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. For details, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 82. Remote Network Connection Configuration Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center Manager Administration server (that is, a direct modem connection is not supported). To establish a TCP/IP network connection, you can use one of the following:
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Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection using a Remote Access Support (RAS) server
Enabling Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must log on to the system with administrator privileges. 1
On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Click the Remote tab.
3
On the Remote page, select Enable Remote Desktop on this computer.
4
Click OK.
For information about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com.
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Step 3. Install Sybase Open Client version 12.5 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this step. Likewise, you need not verify the version of Sybase that is installed or update the Sybase 12.5 Open Database Connectivity (ODBC) driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. If you install Contact Center Manager Administration on a stand-alone server, you must install Sybase Open Client version 12.5 and update the Sybase 12.5 ODBC driver to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the Contact Center Manager Administration server. If Sybase version 12.0 is installed on the Contact Center Manager Administration server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If a version of Sybase earlier than 12.0 is installed on the Contact Center Manager Administration server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For information, see “Updating the Sybase ODBC driver” on page 91.
Verifying the Sybase Open Client version If Sybase Open Client is currently installed on the server, perform the following procedure to verify the software version before upgrading to Sybase Open Client 12.5.
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1
Standard 10.15
On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Select the Advanced tab. Result: The Advanced page appears.
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Click Environment Variables. Result: The Environment Variables dialog box appears.
4
In the System variables box, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, the list appears as SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, the list appears as SYBASE_OCS: OCS_12_5.
5
If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client version 12.5 is installed and you can skip to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. OR If you do not see a Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0, you must install Sybase Open Client version 12.5 by following the procedure “Installing Sybase Open Client version 12.5 or upgrade from version 12.0” on page 86.
Contact Center Manager Administration functions with Sybase Open Client 12.5 only. If a later version of Sybase is installed on the Contact Center Manager Administration server, you must uninstall it before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 1531.
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Installing Sybase Open Client version 12.5 or upgrade from version 12.0 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this procedure. Likewise, you need not upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. 1
Insert the Contact Center Manager installation DVD into the DVD-ROM drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the folder Sybase, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Sybase folder, double-click the file setup.exe. Result: The Sybase Installation Type dialog box appears.
5
Click Standard Install, and then click Next. Result: The Choose Directory dialog box appears.
6
If you install the software for the first time, type a location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E in a folder called Sybase, type E:\Sybase. If you do not
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know this location, type a new location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
7
When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears and displays the components that the system will install.
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Click Next. Result: The Create Directory dialog box appears and prompts you to confirm the name of the directory to which the files are copied.
9
Click Yes. Result: The Installing dialog box appears and displays a status bar while the system installs the program.
10
If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase.DLL files. Click Yes when prompted to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation. If you choose to replace the optional Power Dynamo file, replace version 3.0.0 with version 3.5.2. If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.
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if a window with the following message appears: “COMCTL32.DLL - The system does not need this update.”, click OK Result: When the installation is complete, the Sybase Installer Confirmation dialog box appears and prompts you to restart the system before configuring the installed components.
11
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information dialog box appears and confirms the Sybase installation. ATTENTION
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Do not remove the Contact Center Manager installation DVD from the DVD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
12
Click OK.
13
Close the Control Panel window. Continue with the following procedure, “Updating the Sybase ODBC driver.”
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Updating the Sybase ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. ATTENTION
If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, the Sybase ODBC driver is up-to-date and you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95. Contact Center Manager Server uses the ODBC driver version 4.10.00.41. Nortel recommends that you do not install EBF11113 as part of the Contact Center Manager Administration installation because it overwrites the ODBC version that Contact Center Manager Server uses and can impact operation of Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager Administration server and you upgrade Contact Center Manager Administration from one build to the next build, you must update the Sybase Open Client 12.5 ODBC driver before you upgrade the Contact Center Manager Administration software. For further instructions, see the instructions.txt file, which is in the EBF11113 folder on the Contact Center Manager installation DVD. 1
On the Contact Center Manager Administration server, free up all active Sybase Open Client connections as follows: a. Close all Contact Center Manager Administration browser sessions. b. Stop any other third-party applications that are running on the Contact Center Manager Administration server and that use Sybase Open Client.
2
On the Contact Center Manager Administration server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type cmd. c. Click OK. d. At the prompt, type iisreset.
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e. Press Enter. Result: The following screen appears.
3
Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Contact Center Manager Administration DVD-ROM. For example, <x>: \CCMA (where <x> is the location of the DVD-ROM). b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT In this command, EBF11113 is the directory containing the Sybase ODBC driver; <SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown.
4
On the Contact Center Manager Administration server, verify that the system successfully updated the driver as follows: a. Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the Drivers page, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49.
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d. Click OK. If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to see if there were any error messages recorded during the xcopy command. Result: Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp
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EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For details, see Step 7. “Install required hot fixes for third-party software” on page 126.
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Step 4. Install the Crystal Enterprise 10 Embedded software To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You need not purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD.
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Standard 10.15
In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information dialog box appears.
7
In the Full Name box, type your name.
8
In the Organization box, type your company name.
9
In the Product Key Code boxes, type the key code.
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Click Next. Result: The Installation Type dialog box appears.
11
Select the Full option, and then click Next. Result: The Ready to Install the Application dialog box appears.
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Click Next. Result: The system installs the software and the following dialog box appears.
When the installation is complete, the Completed window appears.
13
Click Finish.
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To install the Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For details, see Step 7. “Install required hot fixes for third-party software” on page 126. Installing the Crystal 10.0 Common Hotfix patch 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the Crystal 10.0 Common Hotfix folder in the CCMA folder of the Contact Center Manager installation DVD.
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In the Crystal 10.0 Common Hotfix folder, double-click setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
9
Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
10
Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
11
Click Yes. Result: The InstallShield Wizard Complete window appears.
12
Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for thirdparty software” on page 126.
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What is next? Install the Contact Center Manager Administration software. For details, see Section B: “Install the server software on the primary server,” on page 103.
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Section B: Install the server software on the primary server
In this section Step 5. Install the product software
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Step 6. Apply the latest Service Update and Service Update Supplement 120 Step 7. Install required hot fixes for third-party software
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Step 5. Install the product software The procedures in this section outline how to install Contact Center Manager Administration for the first time. To reinstall Contact Center Manager Administration or upgrade from an earlier version of Symposium Web Client, see Chapter 7, “Upgrading overview.” Before you begin the procedures in this step you must complete the following tasks:
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Read the Contact Center Planning and Engineering Guide. This guide contains important information about the Contact Center 6.0 data network and how the components of the suite work together. Read and complete the procedures in the Contact Center Installer’s Roadmap. This guide contains important information about the information that you need to collect about your network system to complete the Contact Center Manager Administration installation. Read and complete the procedures in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. This guide contains important information about server software and hardware requirements, and includes procedures for installing and configuring Windows Server 2003 on the application server. Verify that Internet Information Services (IIS) is installed before you install Contact Center Manager Administration. To do this, click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, IIS was successfully installed. If IIS does not appear, you must ensure that it is correctly installed before you proceed with the Contact Center Manager Administration installation. For details about installing IIS, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.
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You must have administrator privileges in Windows Server 2003 to install Contact Center Manager Administration on the Contact Center Manager Administration server. ATTENTION
Take note of the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must always use the same Administrator account to install or uninstall Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you attempt to install or uninstall Contact Center Manager Administration, future Service Updates, Service Update Supplements, or designer fixes and patches using a different Administrator account, the installation or uninstallation fails.
Installing Contact Center Manager Administration on the primary server The following procedure outlines how to install Contact Center Manager Administration for the first time. To reinstall Contact Center Manager Administration, see “Scenarios for reinstalling Contact Center Manager Administration” on page 1513. 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, take note of the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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Insert the Contact Center Manager installation DVD in the DVD-ROM drive. Result: The Contact Center Manager DVD installer main menu appears.
3
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Select Contact Center Manager Administration from the components list.
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Click Install Result: The DVD Installer main menu disappears. The program checks that the required third-party software is installed on the server, and stops the installation if any of the minimum requirements are not met. If all requirements are met, the installation continues.The Contact Center Manager Administration Setup Wizard window appears.
5
Click Next. Result: The replication selection dialog box appears. In this window, you must choose whether you want to enable replication.
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Click No. Result: The Customer Information dialog box appears.
7
In the User Name and Organization boxes, type the appropriate information.
8
To set up access restrictions for this Contact Center Manager Administration installation, in the Install this application for section, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
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Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
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Click Next. Result: The Simple Object Access Protocol (SOAP) Configuration Parameters dialog box appears.
10
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
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the server computer name. The results of a successful ping include the fully qualified domain name.
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If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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Click Next. Result: If you perform an installation without replication, the Port Configuration for ADAM dialog box appears. If you perform an installation with replication enabled, the Web Site Type dialog box appears and you must proceed directly to the result in step 29.
Based on the server configuration, the default values in the Port Configuration for ADAM dialog box vary, as follows:
12
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting the default values in the Port Configuration for ADAM dialog box, check with your administrator to ensure that no other applications use these ports. If these ports are in use, ask your administrator to recommend new port numbers and type them in the boxes provided.
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13
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Click Next. Result: The Web Site Type dialog box appears.
You can install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, or you can install it as a virtual directory on an existing Web site. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 14
To install Contact Center Manager Administration as the default Web site, Click Default and proceed to step 16. ATTENTION
For optimum performance, Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, click Existing, and then click Next. Result: The Virtual Directory Name dialog box appears with WClient as the default name. 112
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To change the name, type a new name. Do not use an underscore (_) in the virtual directory name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
16
Click Next. Result: The Destination Folder dialog box appears.
17
To change the folder location, click Change and select a different location. OR
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To accept the default folder location, click Next. Result: The Ready to Install the Program dialog box appears.
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Click Next. ATTENTION
If you installed no required third-party applications prior to installing Contact Center Manager Administration, installation ends. An error dialog box appears listing the missing software, and the setup wizard closes. You must install all required software before you can complete the Contact Center Manager Administration installation.
Result: The Installing Contact Center Manager Administration progress dialog box appears.
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the installation does not proceed, click Ignore. The installation proceeds.
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After the program installs the first series of files, the iceAdmin Password Change dialog box appears.
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In the New Password box, type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
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In the Confirm Password box, type the password again. After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 21. “Change the iceAdmin user account password (optional)” on page 222. When you perform a new install, the Old Password box is unavailable. You are required to type the old password only if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstall the original software. 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.
21
If you do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 27. OR To export scheduled reports to a domain account, complete the following steps, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.
22
From the Select Domain Name list, select the domain to add.
23
In the Enter Domain Account box, type the domain account.
24
In the Enter Domain Account Password box, type the domain account password. Obtain the domain account name and password from your network administrator. You must enter the correct domain account password. If the password is incorrect, the system does not proceed.
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In the Confirm Domain Account Password box, retype the domain account password.
26
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and registers the new password. After the system installs Active Directory Application Mode (ADAM), the Crystal Reports templates and Server Simple Object Access Protocol (SOAP) templates, the Welcome to the InstallShield Wizard for ServerSoapInstall dialog box appears.
If the window does not appear, the system automatically begins to install the SOAP files. The program searches for installed components, and then installs the required SOAP files.
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The Completing the Contact Center Manager Administration Setup Wizard window appears.
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Click Finish to exit the setup wizard. If you perform an installation with replication, this instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer.
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Step 6. Apply the latest Service Update and Service Update Supplement This step includes procedures to download and apply the latest Service Updates (SU) and Service Update Supplements (SUS) for Contact Center Manager Administration from www.nortel.com/espl. For more information about downloading and applying Service Updates, Service Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches.
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Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and Contact Center Manager Administration
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CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.” The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Service Updates contains all the fixes included in previously released Service Updates and Service Update Supplements. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A Designer Patch is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
Applying a Service Update or Service Update Supplement ATTENTION
When you install the latest Service Update, note the Administrator account with which you log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Installation and Maintenance Guide
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Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions at www.nortel.com/register.
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3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all of the Service Update Supplements that are associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Standard 10.15
Click Next. Result: The Ready to Install dialog box appears.
9
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 11.
10
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If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. When the system installs the patch, the completed window appears. 12
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
13
Repeat steps 6-12 to install other Service Update Supplements that correspond to the latest Service Update.
14
After you install all of the latest Service Updates and Service Update Supplements, close all windows and restart the server.
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Step 7. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall Contact Center Manager Administration software, SUs, SUSs, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix. Nortel also recommends that you go to www.nortel.com/espl to check for hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the SU or SUS that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
What is next? Configure the Contact Center Manager Administration software by following the postinstallation procedures. For details, see Section C: “Postinstallation on the primary CCMA server,” on page 127.
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Section C: Postinstallation on the primary CCMA server
In this section Overview
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Step 8. Add the server to an existing domain (optional)
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Step 9. Configure IIS settings for Report Creation Wizard
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Step 10. Check Internet Information Services settings
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Step 11. Add the IUSR_SWC account as the anonymous user account
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Step 12. Complete additional IUSR_SWC tasks for SU04 (optional)
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Step 13. Configure License Manager Service
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Step 14. Configure Logon warning message (optional)
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Step 15. Configure Real-Time Reporting
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Step 16. Configure Emergency Help
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Step 17. Configure SMTP and printers for Historical Reporting (optional)
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Step 18. Configure shared folders for Historical Reporting (optional)
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Step 19. Configure scripting
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Step 20. Configure Agent Desktop Display parameters on the server
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Step 21. Change the iceAdmin user account password (optional)
222
Step 22. Configure language support (other than English)
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Step 23. Install the XML Automated Assignments feature (optional)
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Step 24. Copy latest user guides to the CCMA server
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Step 25. Activate master scripts
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Step 26. Other postinstallation tasks
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Overview This section describes how to complete the following postinstallation tasks:
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Add the server to an existing domain Configure IIS to support the Contact Center Manager Administration software Add the IUSR_SWC account as the anonymous user account Configure the various components of Contact Center Manager Administration on the server Configure shared network folders for synchronizing reports Copy the latest user guides to the Contact Center Manager Administration server
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Step 8. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If your Contact Center Manager Administration server is already part of an existing domain or if you do not want to add your server to an existing domain, you can proceed to Step 9. “Configure IIS settings for Report Creation Wizard” on page 133. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some specific scenarios that require you to add the Contact Center Manager Administration server to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For detailed information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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2
In the System Properties window, click the Computer Name tab.
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option button, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: After the system processes your change, a window appears welcoming you to the domain that you specified.
9
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Restart the server when prompted to do so.
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Step 9. Configure IIS settings for Report Creation Wizard The task is required for the Report Creation Wizard component to function.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Standard 10.15
Right-click on the RCW folder and click Properties. Result: The RCW Properties dialog box appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
; 13
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Close all windows to complete the procedure.
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Step 10. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 11. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure only once. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure contains two main parts:
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You must change the default password for the IUSR_SWC account to a password of your choice. Then you must add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC dialog box appears.
6
In the New password box, type the new password for this account. Note the password that you type because you require it again in step 21 and if you complete Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 150.
7
In the Confirm password box, retype the new password.
8
Click OK. Result: A dialog box appears confirming that the password was set.
9
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
10
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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Standard 10.15
In the left pane, click the plus sign (+) beside
12
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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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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Standard 10.15
Click the Directory Security tab. Result: The Directory Security page appears.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
16
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 lower portion of the window.
20
Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
21
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password dialog box appears.
23
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
24
Click OK to save your changes.
25
Close all windows.
26
To complete the procedure, run iisreset. Click Start > Run.
27
In the Open box, type iisreset.
28
Click OK.
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Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) If you installed SU04, you must complete the following tasks. If you installed a version earlier than SU04, proceed to Step 13. “Configure License Manager Service” on page 156.
Adding the IUSR_SWC user to the ISS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK. Result: The IUSR_SWC Properties dialog box closes.
10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
4
Click the Identity tab. Result: The Identity page appears.
5
Select the Configurable option.
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Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
9
In the Password box, type the IUSR_SWC password. This is the same password that you entered in step 6 of Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138. Note that if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
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12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
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Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
Restarting IIS 1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Step 13. Configure License Manager Service Use the License Manager Service – Configuration Setup utility:
to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server to log the debug trace for the License Manager Service events
On a stand-alone server, you must configure the License Manager Service after you install Contact Center Manager Administration for the Report Creation Wizard component to function. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address and port number are already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service 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.
5
In the Primary Server’s IP Address boxes, type the Primary LM Server IP address.
6
In the Primary Server’s Port box, type the Primary LM Server port number. For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only.
7
In the Standby Server’s IP Address boxes, type the Standby LM Server IP address (optional, if available).
8
In the Standby Server’s Port box, type the Standby LM Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only. The LM Service log file (LMService.log) location is displayed. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug, in the LM Service Log size box, type the log file size. Note: Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK. Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service restarted.
14
Click OK.
15
Close all windows to complete the procedure.
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Step 14. Configure Logon warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is enabled in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you need to contact your Administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 15. “Configure Real-Time Reporting” on page 165.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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9
In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
14
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text,” on page 160.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 15. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure the following IP multicast addresses:
Contact Center Manager Administration server receiving IP multicast address—This is the address Contact Center Manager Administration uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server. Contact Center Manager Administration server sending IP multicast address—This is the address Contact Center Manager Administration uses to send multicast data.
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Contact Center Manager Server uses to send data must be configured on Contact Center Manager Server. This address is listed in the IP Multicast Group box. For information, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server,” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you may do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network. 166
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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2
In the left pane, under Applications, click Real-time Reporting.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties dialog box appears.
4
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The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration. The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
5
If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
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For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR
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If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An
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error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the client indicating that the connection is not allowed. For information about entering the appropriate value, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
11
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service successfully restarts.
12
Close all windows to complete the procedure.
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Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 16. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, you must ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server.
Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
2
In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties dialog box appears.
5
In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs. See the checklist in Step 2. “Install your remote support access tool” on page 67 to verify the IP Send address that you chose for the Contact Center Manager Administration server to send Emergency Help data to client PCs (item 16 of the worksheet).
6
Click the Restart Emergency Help Service check box.
7
Click OK. Result: The system restarts Emergency Help.
8
Close all windows to complete the procedure.
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Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after you install or upgrade Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 17. Configure SMTP and printers for Historical Reporting (optional) This step documents the procedures for the following tasks: 1.
Configuring SMTP for Historical Reporting—This task is required to send an e-mail notification to report recipients when the Historical Report component generates a scheduled report.
2.
Configuring printers for Historical Reporting—This task is required to print scheduled historical reports to a network printer.
Configuring SMTP for Historical Reporting When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure an SMTP server on the Contact Center Manager Administration server. To use SMTP, you must install Internet Information Services (IIS) and Microsoft Active Directory Application Mode on the Contact Center Manager Administration server. Verifying that an SMTP server is installed 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside
After you verify that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting. Installation and Maintenance Guide
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If an SMTP server is not installed, consult the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide for the procedures to install an SMTP server. Configuring the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Contact Center Manager Administration sends e-mail notifications. 1
Click Start > Control Panel > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
In the left pane, click the plus sign (+) beside
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the menu. Result: The Default SMTP Virtual Server Properties dialog box appears.
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Click the Delivery tab. Result: The Delivery page appears.
5
Click Advanced. Result: The Advanced Delivery dialog box appears.
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In the Fully qualified domain name box, type the domain name of the Contact Center Manager Administration server:
7
Click Check DNS to validate the name of the Domain Name Service (DNS), and then click OK.
8
In the Smart host box, type the host name of the Microsoft Exchange server. The smart host name must be the name of a valid mail server. Check the properties of your Microsoft exchange server to find the Smart Host name, or contact your System Administrator.
9
Select the Attempt direct delivery before sending to smart host check box.
10
Select the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery dialog box.
12
Click the Access tab.
13
Click Authentication.
14
Ensure that the Basic authentication check box is cleared.
15
Ensure that the Anonymous Access check box is selected.
16
Click OK to close the Authentication dialog box.
17
Click Connection. Result: The Connection window appears.
18
Click All except the list below.
19
Click OK.
20
To track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Select the Enable logging check box.
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c. Select a format from the Active log format. 21
Click the Messages tab.
22
Ensure that all check boxes are selected.
23
In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
24
Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting When you schedule Contact Center Manager Administration to generate historical reports, you must configure a printer to print the scheduled historical reports. Before you set up default printers, you must:
have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, you can perform one of the following options: Option 1—Configure the CCMA server to point to a network printer Option 2—Configure a default network printer that uses the Contact Center Manager Administration server as the print server Option 3—Configure a network shared printer connected to a print server other than the Contact Center Manager Administration server Procedures for each of these options are documented in this section. Choose the option that is most appropriate for your organization.
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You can set up as many printers as your operating system supports. However, only five scheduled reports are processed simultaneously. The remaining scheduled reports wait in queue and get processed on first-in, first-out basis. This is done to provide higher priority to the ad hoc reports. You can use any of these printers to print reports and scripts, provided that they are configured according to one of the following procedures. Option 1: Configuring a network printer on the CCMA server In this procedure, you configure a network printer on the Contact Center Manager Administration server so you can print ad hoc and scheduled historical reports and scripts to a network printer. To do this, you must configure an LPT port on the Contact Center Manager Administration server to use the network printer; and then add a local printer on this same LPT port on the Contact Center Manager Administration server. 1
Log on to the Contact Center Manager Administration server as Administrator.
2
Click Start > Run.
3
In the Open box, type cmd to open an MS-DOS prompt.
4
At the prompt, type net use <port> [\\<print server name>\<printer share name>] / USER:<print server name>\Administrator /PERSISTENT:YES For example, if the port is LPT1, the print server name is printserv, the printer share name is HPLaser4, type net use lpt1 [\\printserv\HPLaser4] / USER:printserv\Administrator /PERSISTENT:YES The printer share name is case-sensitive.
5
Press Enter. Result: A message appears, telling you that the password for the printer is invalid, and asking you to type the password.
6
At the prompt, type the administrator password for the server to which the printer is attached.
7
Press Enter. Result: If you enter the correct values, the following message appears: “The command completed successfully.”
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On the Contact Center Manager Administration server, set up a local printer for the same LPT port used in the preceding steps. (In this example, LPT1 is used.) Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
9
Double-click the Add Printer icon. Result: The Add Printer window appears.
10
Click Next. Result: The Local or Network Printer window appears.
11
Accept the default so that Local Printer is selected.
12
Clear the Automatically detect and install my Plug and Play printer check box.
13
Click Next. Result: The Select the Printer Port window appears.
14
Click Use the following port, and then, from the list of ports, select the port you typed in step 4.
15
Click Next. Result: The Add Printer Wizard window appears.
16
In the Manufacturer and Printers boxes, select the appropriate information for your printer.
17
Click Next. Result: The Use Existing Driver window appears.
18
Choose the appropriate option in the Do you want to keep the existing driver or use the new one? dialog box.
19
Click Next. Result: The Name Your Printer window appears.
20
In the Printer name box, type the name of your printer.
21
Under the question, Do you want to use this printer as the default printer?, click Yes.
22
Click Next. Result: The Printer Sharing window appears.
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Click Do not share this printer, and then click Next. Result: The Print Test Page window appears.
24
Click No, and then click Next. Result: The Completing the Add Printer Wizard window appears.
25
Click Finish. Result: The network printer is now configured as the default printer on the Contact Center Manager Administration server. Every time you need to reboot the Contact Center Manager Administration server, the system prompts you to reconnect the share connection to this network printer. At the prompt, type the administrator password for the server on which the printer is configured (the same password you typed in step 5).
Deleting the connection to the default network printer
If you no longer need to print reports or scripts to the default network printer, you can delete the shared LPT port used for this connection on the Contact Center Manager Administration server. 1
To verify which LPT port is used for the default network printer connection, while logged on to the Contact Center Manager Administration server as administrator, click Start > Run.
2
In the Open box, type cmd to open an MS-DOS prompt.
3
At the prompt, type net use, and then press Enter. Result: The system lists the shared resources on the server.
4
From the list of shared resources, locate the LPT port used for the default network printer connection.
5
To delete the share connection for this port, at the MS-DOS prompt, type net use <port name> /delete where <port name> is the port used for the default network printer connection (for example, if your port is LPT1, type net use lpt1 /delete).
6
Press Enter. Result: The following message appears: “<port name> was deleted successfully.”
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Option 2: Configuring a default network printer that uses the Contact Center Manager Administration server as the print server The following procedure outlines how to set up a network printer that uses the Contact Center Manager Administration server as the print server. If you require additional information about adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your contact center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration. The following procedure is valid for network printers that have a standard TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
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Click Next. Result: The Local or Network Printer window appears.
4
Select the Local printer attached to this computer option.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select a Printer Port window appears.
7
Select the Create a new port option.
8
From the Type of port list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Next. Result: The Add Port window appears.
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In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
13
Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
14
Click Finish. Result: After a few moments, the Install Printer Software window appears.
15
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
16
Click Next. Result: The Name Your Printer window appears.
17
Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing window appears.
18
Accept the default with Share name selected.
19
Click Next. Result: The Location and Comment window appears.
20
Type information in the Location box and Comment box (optional).
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Click Next. Result: The Print Test Page window appears.
22
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
23
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Click Finish.
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Option 3: Setting up a network shared printer connected to a print server other than the Contact Center Manager Administration server The following procedure describes how to set up a default network printer that is connected to a print server other than the Contact Center Manager Administration server (for example, a UNIX server). If the print server is a UNIX computer, you must select an LPR port when you configure the printer on the Contact Center Manager Administration server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the Contact Center Manager Administration server. You can install this utility from the Windows Server 2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/ Remove Windows Components > Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Select the Local printer attached to this computer option.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Select the Create a new port option.
8
From the Type list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
10
In the Name or address of server providing lpd box, type the Domain Name Service (DNS) name or IP address of the print server.
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In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
12
Click OK to close the window and return to the wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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Step 18. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Create a shared folder for exporting scheduled reports—To create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder, complete this task.
2.
Configure a shared network folder for synchronizing reports—To synchronize imported reports to automatically update with changes to the original reports on the network computer, complete this task.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create a shared folder, you can perform one of the following two options:
Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration's shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read/ delete access for each applicable user). For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC. Contact Center Manager Administration Server Configuration
1
Scheduled Report Account (using iceAdmin Password Change Utility)
CCMA on a workgroup iceAdmin OR CCMA on a network domain
2
CCMA on a network domain
Steps required to export scheduled report to client PC
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server. 2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
Domain account (that is, the CCMA server is set up for Domain account for Scheduled Reports)
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1 The destination client PC must be on the same domain as the CCMA server. 2 Grant Change and Read permissions to the CCMA scheduled report domain account on the export folder of the destination PC.
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You can export scheduled reports to client PCs that are only within the same domain as the Contact Center Manager Administration server. To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder If you change the iceAdmin password on the Contact Center Manager Administration server, the password must match the iceAdmin password on the client PC.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps:
Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC.
This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
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To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\
the client PC computer name is clientpc
the shared folder name is reports
and the report name is agent
Then, in the Output box, type \\clientpc\reports\agent. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you need not have access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user.
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If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration. In this window, when you click Submit, the system synchronizes the changes that you made to all original reports stored in shared folders on a client PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Before you can use the report synchronization feature, you must set up the shared folder on the client PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list:
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the client PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 193. Contact Center Manager Administration
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Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the client PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For information, see “Setting the directory security account of the server default Web site to the network domain account” on page 202. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain)” on page 202.
Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share a folder, you can:
share the folder with read permissions for the Everyone account and enable Guest account on the client PC. For information, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC” on page 193. share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For information, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (Contact Center Manager Administration server uses these accounts)” on page 197.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC 1
On the client PC, create a folder to store your user-created report templates.
2
On the client PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Allow check box for Read. Ensure that no other check boxes are selected.
9
Click Apply.
10
Click OK. Result: The
11
Click OK to save your changes and close the
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
16
Clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (Contact Center Manager Administration server uses these accounts) If you choose this option, you must maintain two additional accounts on the client PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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On the client PC, create a folder to store your user-created report templates. You must create the IUSR_SWC and iceAdmin accounts on the client PC with the same passwords as those which are used on the Contact Center Manager Administration server.
2
Click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User window. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the client PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
17
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
Select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The bottom portion of the window expands.
23
Click Find Now. Result: A series of users appears in the bottom portion of the window.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups window.
25
Click OK. Result: The account appears at the top of the Permissions window.
26
Select IUSR_SWC at the top of the Permissions window, and then, at the bottom of the window, ensure that the Allow check box is selected for Read.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC,” on page 208.
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1
Obtain the network domain account name from your System Administrator.
2
First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double-click Backup Operators.
6
Click Add.
7
Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
8
Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution. You must now set up the Internet Information Services (IIS) security account.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, 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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13
Click the Directory Security tab.
14
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.
16
Click Advanced. Result: The lower portion of the Select User window expands.
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Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
Click Find Now. Result: The list of all the user accounts configured on the server appears.
20
From the list of user accounts, select the network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password window appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
25
Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK.
30
You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
share the folder with read permissions for the Everyone account and enable Guest account on the client PC. For details, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC” on page 208. share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server” on page 212.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the client PC To perform this procedure, your server and the client PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 202, before you begin this procedure.
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1
On the client PC, create a folder to store your user-created report templates.
2
On the client PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
From the Groups or user names list, select Everyone.
8
In the Permissions for Everyone list, select the Allow check box for the Read option.
9
Click Apply.
10
Click OK. Result: The
11
Click OK to save your changes and close the
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
Double-click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
16
On the General tab, clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the client PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 202, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you synchronize the imported report template only when no scheduled reports are running. 1
On the client PC, create a folder to store your user-created report templates
2
On the client PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The lower portion of the window expands.
11
Click Find Now. Result: A series of users appears in the lower portion of the window.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears at the top of the Permissions dialog box.
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14
Select the account at the top of the Permissions dialog box, and then, at the bottom of the window, ensure that the Allow check box is selected for Read.
15
Click OK.
16
Click OK to save your changes and close the
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Step 19. Configure scripting To print scripts from the Scripting component, you must ensure that there is a default printer configured on the client PC.
To set up a default printer for Scripting To print scripts while using the Scripting component, you must first configure a default printer on the client PC. For detailed information about this procedure, see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC To export script files to a client PC, you must have the correct access privileges to save files to the client PC. For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information about creating and mapping folders, see your Microsoft documentation.
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Step 20. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters dialog box appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see “Configure RealTime Reporting” on page 165. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
7
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
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8
In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
Click Save.
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Step 21. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed directly to Step 22. “Configure language support (other than English)” on page 226. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you perform this procedure.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change dialog box appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change dialog box appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again. If your Contact Center Manager Administration server is a member of an active domain, the Domain Account option is enabled in the iceAdmin Password Change window.
8
If you do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR To export scheduled reports to a domain account, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.
9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 22. Configure language support (other than English) To work in English only across all platforms, you can skip this step and proceed directly to Step 23. “Install the XML Automated Assignments feature (optional)” on page 247. If you want your Contact Center Manager Administration to support languages other than English, you must configure language support by following the procedures in this section. Contact Center Manager Administration supports two levels of language support:
Solely internationalized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are in English, but you have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone. International and Localized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are translated into one of four supported languages (French, German, Traditional Chinese, Japanese). You also have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone.
To configure Contact Center Manager Administration to work in a solely internationalized environment (other than English), you must complete the following tasks:
226
1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For information, see “Language families and compatibility” on page 230.
2.
Edit your locales.dat file to reflect the appropriate language family. For information, see “Editing the locales.dat file” on page 232. Contact Center Manager Administration
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3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 234.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 236.
To configure Contact Center Manager Administration to work in an international and localized environment (other than English), you must complete the following tasks: 1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see “Language families and compatibility” on page 230.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “Editing the locales.dat file” on page 232.
3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 234.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 236.
5.
Prepare the Contact Center Manager Administration server for installing the language pack. For details, see “Prepare the server for installing a language pack” on page 236.
6.
Install the language pack on the Contact Center Manager Administration server. For details, see “To install a language pack” on page 237.
7.
Change the language preferences in Internet Explorer for the Contact Center Manager Administration server (only of you use the Contact Center
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Manager Administration server as a client PC). For more information, see “Setting the language preferences in Internet Explorer” on page 242. ATTENTION
When you install and configure the software on the Contact Center Manager Administration server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the Contact Center Manager Administration server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Contact Center Manager Administration.
Using Contact Center Manager Administration in an international and localized environment (other than English) If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the Latin 1 language family and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the Japanese language family and you install the Japanese language pack on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in Japanese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 230. If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the Traditional Chinese language family and you install the Traditional Chinese language pack on the Contact Center Manager Administration server, users in the same contact center 228
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can view Contact Center Manager Administration in Traditional Chinese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 230.
Co-resident servers If your Contact Center Manager Administration is co-resident with other Contact Center 6.0 applications, certain limitations apply with respect to working in languages other than English. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server and Communication Control Toolkit, Contact Center Manager Administration does not support French, German, Traditional Chinese, or Japanese Windows operating systems. Contact Center Manager Administration supports English operating systems only. On co-resident servers that contain Contact Center Manager Server and Contact Center Manager Administration, the only supported language versions of the Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German Windows operating systems. Contact Center Manager Administration supports English, Traditional Chinese, and Japanese Windows operating systems only.
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Language families and compatibility For Contact Center Manager Administration to function properly, the language family of the operating systems must be the same across all platforms in the network—the Contact Center Manager Administration server, client PCs, and Contact Center Manager Server. That is, the operating systems of each of the platforms are only compatible if the languages versions of the operating systems belong to the same language family. There are three language families that Contact Center Manager Administration recognizes:
Latin 1—Includes all the Western European languages that use the Latin 1 character set (including English, French, German) Traditional Chinese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family Japanese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family
Although English belongs to the Latin 1 language family, the character sets for English are included in all language families. Therefore, you can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Compatibility and the Latin 1 language family As long as the language versions of the operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and the client PC belong to the same language family (for example, Latin 1), the platforms can coexist on the same network. For example, in your network you can have a server in Contact Center Manager Server that has an English operating system, a Contact Center Manager Administration server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin 1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC browser determines the language in which the application appears.
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This is particularly useful if your contact center supports multiple languages, such as English and French. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or French (or even German because it belongs to the same language family), just by changing the browser settings on their PC. If the operating systems on the Contact Center Manager Administration server, client PC, and Contact Center Manager Server belong to the same language family, and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German operating systems. It supports English, Traditional Chinese, and Japanese operating systems only. Compatibility and the Japanese language family Because Japanese belongs to its own language family, you can view and enter Japanese text only in Contact Center Manager Administration if you install Japanese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Japanese, install the Japanese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Japanese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Japanese by changing the browser settings on their PC. While it is possible to switch from Japanese to English and vice-versa, it is not possible to switch from Japanese to Traditional Chinese because these languages belong to different language families.
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Compatibility and the Traditional Chinese language family Because Traditional Chinese belongs to its own language family, you can view and enter Traditional Chinese text only in Contact Center Manager Administration if you install Traditional Chinese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Traditional Chinese, install the Traditional Chinese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Traditional Chinese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can view Contact Center Manager Administration in English or Traditional Chinese by changing the browser settings on their PC. While it is possible to switch from Traditional Chinese to English and viceversa, it is not possible to switch from Traditional Chinese to Japanese because these languages belong to different language families. Operating systems and the Contact Center Manager Server When you install language packs on Contact Center Manager Administration you must ensure that the required language version of Windows Server 2003 is installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server Release 6.0 US English software is installed on the US English version, or the appropriate localized version, of Windows Server 2003. For Japanese, ensure that the Japanese version of Windows Server 2003 is installed. For Traditional Chinese, ensure that the Traditional Chinese version of Windows Server 2003 is installed.
Editing the locales.dat file The locales.dat file controls the character set that is used for communication between the Contact Center Manager Administration and the Contact Center Manager Server. To edit the locales.dat file, you can use the utility that comes with Contact Center Manager Administration and is stored on the Contact Center Manager Administration server. You can access this utility from the 232
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Contact Center Manager Administration server when used as a client PC, by first logging on to Contact Center Manager Administration, and then opening the utility through the browser window. With this utility, you can configure the system to handle the character set of the language family with which you want Contact Center Manager Administration to work. 1
From the Contact Center Manager Administration server when used as a client PC, open Internet Explorer and log on to Contact Center Manager Administration. If you have not logged on to Contact Center Manager Administration for the first time, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure.
2
In the browsers address box, type http://
3
Press Enter. Result: The utility appears.
4
Click Browse to navigate to the c:/sybase/locales/locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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5
From the Language Option list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
6
Click Set Locale to save your changes.
Changing the Windows Regional Settings If you use either the Japanese or Traditional Chinese versions of Contact Center Manager Administration, you must change the Regional Settings on the Contact Center Manager Administration server. It is not necessary to perform this procedure if you use the English, French, or German versions of the software because all of these languages appear properly with the Regional Settings set to the default language, English. You must insert the operating system CD in the server before you perform this procedure. 1
On the Contact Center Manager Administration server, click Start > Control Panel > Regional and Language Options. Result: The Regional and Language Options dialog box appears.
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Click the Languages tab. Result: The Languages page appears.
3
In the Supplemental language support section, select the Install files for East Asian languages check box. Result: The system installs the appropriate language files from the operating system CD.
4
Click the Regional Options tab.
5
From the box in the Standards and formats section, choose the appropriate locale:
6
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server For Traditional Chinese and Japanese, ensure that the required Service Updates are on the Contact Center Manager Server. For details about how to install Service Updates, refer to the Contact Center Manager Server Installation and Maintenance Guide. You must install the following Service Updates on the Contact Center Manager Server:
For Japanese, the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software. For Chinese, the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software.
Prepare the server for installing a language pack Before you install a language pack ensure that:
you install the Contact Center Manager Administration software and all required third-party software (especially Sybase Open Client version 12.5). you install the required language version of Windows Server 2003 Enterprise Edition or Standard Edition for the language packs that you wish to install. For example: Windows Server 2003 Enterprise Edition or Standard Edition Latin 1 language support (or the localized version of the operating system) for French or German language packs the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition for Japanese language packs the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition for Traditional Chinese language packs. at least 225 megabytes (MB) of free disk space is available on the Contact Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack. 236
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To install a language pack The default language setting for the Contact Center Manager Administration software is English. However, the Contact Center Manager installation DVD includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you choose. Follow the procedure in this section to install a language pack on the Contact Center Manager Administration server. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. For more information, see “Uninstalling a language pack” on page 245.
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Installing a language pack 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add New Programs. Result: The Add or Remove Programs window appears.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears
5
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Contact Center Manager installation DVD, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the.exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack.exe file appears in the Open box.
7
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the Welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install. Result: The Installing Contact Center Manager Administration - X Language Pack window appears (where X is the language you chose).
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The program copies and installs the required files and the InstallShield Wizard Completed window appears.
11
Click Finish. Tip: To view the language packs that you installed on the server, click Start > Control Panel > Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
Setting the language preferences in Internet Explorer You must perform this procedure on each client PC that connects to the Contact Center Manager Administration server to use Contact Center Manager Administration. Perform this procedure on the Contact Center Manager Administration server only if you use it as a client PC. If you did not install and configure a client PC, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure. You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser.
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In addition to these steps, you must also set the proper security level settings in the browser. For more information, see Step 3. “Configure Internet Explorer” on page 267. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click Languages. Result: The Language Preferences dialog box appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Contact Center Manager Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
In the Language box, click the appropriate language, and the proceed to step 6. OR If the language does not appear in the box, Click Add. Result: The Add Language dialog box appears.
5
In the Language list, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window.
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7
Click OK to close the Language Preferences window.
8
Click OK to close the Internet Options window.
Uninstalling a language pack To uninstall a language pack, follow this procedure. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the Add or Remove Programs window, select the language pack to uninstall.
3
Click Remove. Result: The program asks you to confirm your choice.
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Click Yes. Result: The program removes the language pack from the Contact Center Manager Administration server.
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Step 23. Install the XML Automated Assignments feature (optional) You can use the XML Automated Assignments feature to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. This is an optional feature that is used in conjunction with the Contact Center Management component. If you do not want to install this feature, the Contact Center Manager Administration installation and configuration is complete. You can now proceed to Step 24. “Copy latest user guides to the CCMA server” on page 250. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their Web site at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site. For overview information and details about using the XML Automated Assignments feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information dialog box appears.
6
In the User Name box, type your username.
7
In the Organization box, type the name of your organization.
8
Click Next. Result: The Destination Folder dialog box appears.
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9
Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files that it cannot parse due to error, or accept the default folders shown.
10
Click Next. Result: The Ready to Install the Program window appears.
11
Click Install to install the program with the settings you chose (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
12
Click Finish to complete installing the program.
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Step 24. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access the only following guides from Contact Center Manager Administration. However, the remaining guides from the Contact Center 6.0 documentation suite are also available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 25. Activate master scripts When you create a new script, or modify an existing inactive script, you must validate the script manually before you can activate it. When you change an existing, active script, the system automatically validates the changes you make when you activate the script again. Before you can activate the master script, you must configure Internet Explorer. For more information about configuring Internet Explorer, see Step 3. “Configure Internet Explorer” on page 267.
Configuring Internet Explorer 6.0 or later on the client PC 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time it is required by the Contact Center Manager Administration component in which you work. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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12
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites dialog box appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
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Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
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Click OK to return to the Internet Options window.
24
Click the Advanced tab.
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Under Browsing, clear the Reuse windows for launching shortcuts check box.
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Click OK to exit the Internet Options window.
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Restart Internet Explorer to activate your changes.
Activating the master script 1
Log on to Contact Center Manager Administration.
2
On the system tree, click the server containing the master script that you want to activate.
3
Click Script Manager. Result: The Script Manager window appears, listing all scripts on the server.
4
Click the Master script.
5
Click File > Activate. Result: A message box appears, asking you to confirm your choice.
6
Click OK. Result: The system activates the script. The script status changes to Active when the activation process is complete.
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Step 26. Other postinstallation tasks This section describes other postinstallation tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
What is next? Proceed to Chapter 4, “Configuring the client PC and agent workstations.”
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Configuring the client PC and agent workstations In this chapter Overview
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Section A: Preparing the client for CCMA
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Section B: Logging on to CCMA for the first time
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Section C: Configuring agent workstations
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Overview To log on to Contact Center Manager Administration 6.0, you need to install and configure a client PC at your client workstations. A client PC can be any computer in your network, including the Contact Center Manager Administration server. Each client PC must be configured with Internet Explorer 6.0 with the latest supported service pack and be supported by one of the following operating systems:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
Windows Vista Business
Windows Vista Enterprise
For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com.
Third-party software and controls Each Contact Center Manager Client PC in Contact Center Manager Administration requires different third-party software and controls, depending on which platform the client runs:
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Internet Explorer version 6.0 with the latest supported service pack for all clients. For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com.
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(If you have SU04 or later, this control is not required.) Simple Object Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard component required by all clients running Windows Server 2003, Windows XP, or Windows 2000 Professional). For details, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
A number of controls are required for proper functionality in Contact Center Manager Administration components. For a complete listing of the controls required on the client PC, see “Controls that are downloaded to the client PC” on page 304. If you want agents to be able to launch the Agent Desktop Display, you must install these components on each applicable client PC. This chapter provides instructions for installing and configuring the required software on the client PCs.
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Section A: Preparing the client for CCMA
In this section Step 1. Configure the display
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Step 2. Upgrade the browser on client workstations
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Step 3. Configure Internet Explorer
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Step 4. Install the Microsoft SOAP toolkit 3.0 (optional)
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Step 5. Download and install Windows update KB917607 (Optional)
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Step 6. Install .NET Framework v. 1.1 (optional)
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Step 1. Configure the display On each client PC, you must configure the display settings so that all Contact Center Manager Administration components appear correctly in the browser window.
Configuring the display settings on the client PCs This procedure is written for Windows Server 2003. If you have a different operating system on the client PC, the steps may vary. 1
On the client PC, click Start > Control Panel > Display. Result: The Display Properties dialog box appears.
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2
Click the Appearance tab.
3
In the Font size box, select Normal. If you do not select Normal, some items may not display correctly in the browser.
4
Click the Settings tab.
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Set the screen resolution to 1024 X 768. (Nortel recommends this resolution to accommodate billboard collection.)
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Click OK.
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Step 2. Upgrade the browser on client workstations To access Contact Center Manager Administration with a client PC, you must upgrade the browser to Internet Explorer 6.0 or later with the latest supported service pack on each client workstation. For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. If your client PCs run Internet Explorer 6.0 or later with the latest supported service pack, proceed directly to Step 3. “Configure Internet Explorer” on page 267.
To upgrade Internet Explorer on the client PC To get the latest service pack for Internet Explorer, go to the Microsoft download page located at www.microsoft.com. Search for downloads for Internet Explorer and select the latest service pack to install.
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Step 3. Configure Internet Explorer To access Contact Center Manager Administration with a client PC, you must configure the browser (Internet Explorer 6.0 or later with the latest supported service pack) on each client workstation. When you configure Internet Explorer 6.0 or later, you configure the Contact Center Manager Administration server as a Trusted Site, and either disable all cookies or block cookies to the desired level of security. The supported operating systems for Internet Explorer 6.0 on the client PC are:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
The supported operating systems for Internet Explorer 7.0 on the client PC are:
Windows XP with Service Pack 2 (SP2)
Windows XP Professional x64 Edition
Windows Server 2003 with Service Pack 1 (SP1)
For information about security issues and Internet Explorer, see “About ActiveX control security” on page 267. For all components of Contact Center Manager Administration components to function correctly, you must disable pop-up blockers on Internet Explorer. For more information, see “To disable pop-up blockers on Internet Explorer” on page 275.
About ActiveX control security This section includes the following information about security issues related to ActiveX Controls:
digital signatures
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code signing certificates (for digital signatures)
Trusted Sites zone and Safe for Scripting
Digital signatures All controls provided with Contact Center Manager Administration are in .cab files that are digitally signed either by Nortel or by the third-party vendor of origin. Signing the .cab file verifies that the software originated from a trusted source. The signed .cab file cannot be altered without invalidating the signature, which validates that the contents of the .cab file (including the control) also originated from a trusted source. If the browser security settings stipulate that a control must be signed before being downloaded, Internet Explorer checks whether the .cab file containing the control is signed before downloading an ActiveX control to the client PC. If the signature is valid, the control is downloaded to the client PC. Code signing certificates (for digital signatures) Software publishers use a code signing certificate to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file originates from a trusted source and was not altered since it was originally published. This type of certificate is valid for a specified period of time (usually one year) during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. Secure Sockets Layer (SSL) certificates are different in that they are not useful once they expire. For Contact Center Manager Administration, Nortel uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Contact Center Manager Administration are timestamped against VeriSign servers.
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For information about VeriSign code signing certificates, see www.verisign.com. Trusted Sites Zone and Safe for Scripting If you install SU04 or later, all controls are marked as safe for scripting. If you install a release earlier than SU04, Contact Center Manager Administration uses some controls that are not marked as safe for scripting. To run these controls, you must set the Internet Explorer security setting Initialize and script ActiveX Controls not marked safe for scripting to Enable (see Step 2. “Upgrade the browser on client workstations” on page 266 for more details). Because this setting is required, Nortel recommends that you add the Contact Center Manager Administration server as a Trusted Site in Internet Explorer. When you do so, the security settings required by Contact Center Manager Administration do not apply to other Web sites in the intranet and Internet zones. This is seen as a more secure solution because it limits the access to these controls. Controls marked as safe for scripting are available to all intranet and Internet zone Web sites; however, because these controls are not marked safe for scripting, they are available to trusted sites only, a more secure solution.
Configuring Internet Explorer 6.0 or later on the client PC If the client PC is running Windows XP Service Pack 2, in addition to the following procedures, there are additional steps that you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2” on page 277. If the client PC is running Windows Server 2003 with the latest supported service pack, in addition to the following procedures, there are additional steps you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack” on page 279.
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1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time the Contact Center Manager Administration component in which you work requires it. If you select Prompt, the first time that a Contact Center Manager Administration component requires that control, a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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12
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites dialog box appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
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Click OK to return to the Internet Options window.
24
Click the Advanced tab.
25
Under Browsing, clear the Reuse windows for launching shortcuts check box.
26
Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
To disable pop-up blockers on Internet Explorer For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways:
Allow pop-ups from Contact Center Manager Administration only. Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
If you have a third-party pop-up blocker, you must disable it as well. Allowing pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
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Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
5
In the Address of website to allow box, type the Contact Center Manager Administration URL.
6
Click Add.
7
Click Close.
8
Click Apply.
9
Click OK.
Turning off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
Turning off third-party pop-up blockers This procedure is applicable to the Yahoo pop-up blocker. If you have other types of pop-up blockers on Internet Explorer, you must follow a similar procedure to disable them.
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1
Open the Internet Explorer browser window.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off.
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The button is usually to the left of the Highlight button. 3
Click the button that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Ensuring display settings are configured for Western European (ISO) For Internet Explorer to display properly, you must ensure that the display settings for Internet Explorer are configured for Western European (ISO). 1
Open the Internet Explorer browser window.
2
In Internet Explorer, select View > Encoding. Result: The Encoding selection menu appears.
3
Ensure that Western European (ISO) is selected.
4
Close all windows to complete the procedure.
Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2 If the client PC is running Windows XP Service Pack 2, in addition to the procedures in “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269, you must either add Internet Explorer to the firewall exceptions list or open multicast and unicast ports. Adding Internet Explorer to the firewall exceptions list For further details about adding programs or services to the firewall exceptions list, consult www.microsoft.com. 1
On the client PC, click Start > Control Panel > Security Center > Windows Firewall.
2
On the Exceptions tab, under Programs and Services, select Internet Explorer, and then click OK. OR If Internet Explorer is not listed, On the Exceptions tab, click Add Program.
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In the Add a Program dialog box, click Internet Explorer, and then click OK. Result: Internet Explorer appears, selected, on the Exceptions tab, under Programs and Services.
4
Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you can open the multicast and/or unicast ports. For information, see the following procedure. Opening multicast and unicast ports in Windows XP with Service Pack 2 For more information about opening ports, consult Microsoft documentation at www.microsoft.com. Use this procedure to open the following ports individually:
Emergency Help, UDP 8200 Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130 Unicast real-time reports, UDP 7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1
Click Start > My Network Places.
2
Under Network Tasks, click View Network Connections.
3
Right-click the connection that you use for the Internet, and then click Properties.
4
Click the Advanced tab, and then click Settings. Note: If the Settings button is unavailable, Internet Connection Firewall is not enabled on this connection, and you cannot open any ports (because they are all already open).
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5
Click Add to open a new port.
6
In the Description box, type a name for the port. For example, type File Sharing: Port 445.
7
In the Name or IP address of the computer hosting this service on your network box, type 127.0.0.1. Contact Center Manager Administration
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You can specify the IP address of an internal computer. But you typically use 127.0.0.1. 8
In the External port and Internal port boxes, type the port number. Generally, this number is the same.
9
Click either TCP or UDP, and then click OK.
10
Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service Pack 2, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is on the Partner Information Center (PIC) Web site at www.nortel.com/pic.
Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions. Configuring Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269.
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Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options dialog box appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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7
8
9
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Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting (applicable only if you plan to install release earlier than SU04)
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears.
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Click OK to exit the Internet Options window.
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On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings dialog box appears.
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In the Address of Web site to allow field, type the Contact Center Manager Administration website address (for example, http://pbrwd0p0)
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Click Add.
15
Click Close.
16
Restart Internet Explorer to activate your changes.
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Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) If you plan to install SU04 or later, this step is not required and you can proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290. If you run the client browser on the Contact Center Manager Administration server, SOAP is already installed on the server. Therefore, you can skip this step and proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290. If you plan to install a release earlier than SU04, for Contact Center Manager Administration to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the Contact Center Manager Administration server and that runs any one of the following operating systems:
Windows Server 2003
Windows XP
Windows 2000 Professional
SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages.
To install Simple Object Access Protocol When you use the client PC to connect to a server running Contact Center Manager Administration, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, a warning message appears, followed by a series of windows to download and install SOAP 3.0 files directly from the Contact Center Manager Administration server. You can:
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click Cancel to download SOAP 3.0 later
save the software to the client PC hard disk for later installation
install the software immediately.
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Some Internet Explorer versions require the Internet Explorer setting Automatic prompting for file downloads in the Downloads section also to be set to Enable for the Trusted Sites zone, to allow the SOAP files download prompt to be displayed. Only users who log on to the client PC with administrator privileges can install the software. If a user without administrator privileges logs on to the client PC, that user can download and save the ClientSOAP.msi file to the client PC hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Contact Center Manager Administration until the client SOAP software is installed. You need to perform this installation once only on each client PC, regardless of the number of Contact Center Manager Administration upgrades you install afterward. Installing Simple Object Access Protocol 1
On the client PC, open Internet Explorer.
2
In the Address box, type the server name. For example, http://
3
Press Enter. Result: The Contact Center Manager Administration logon dialog box appears, and then a warning message appears, notifying you that you must install SOAP 3.0 on the client PC.
4
Click OK. Result: A message box appears, enabling you to download the SOAP package.
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Click OK to download the SOAP software. OR Click Cancel to download the software at a later date. Contact Center Manager Administration does not function properly until you install SOAP on the client PC. Result: A dialog box appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.
6
To save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. Result: A dialog box appears, enabling you to choose the location in which you want to save the file. OR
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Click Open to begin the installation. You must log on with administrator privileges to install the SOAP software. Result: The installation program verifies the operating system and setup of the client PC. The SOAP installation proceeds and the welcome window appears.
7
When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
The program installs the required SOAP components and the InstallShield Wizard Completed window appears. 9
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Click Finish.
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Step 5. Download and install Windows update KB917607 (Optional) If you install Windows Vista on the client, users cannot view online help for Agent Desktop Displays. To view online help, you must download and install Windows update KB917607 on to each client. This update includes the WinHlp32.exe file, which is required to view WinHelp help files, such as Agent Desktop Display online Help. If you do not install Windows Vista, you can proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290.
Downloading and installing Windows update KB917607 You must install Windows Vista before you can install this update. 1
Go to www.microsoft.com.
2
Search for KB917607.
3
In the list of search results, browse to and click the download link.
4
Follow the download and install instructions.
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Step 6. Install .NET Framework v. 1.1 (optional) You must install the .NET Framework Version 1.1 and .NET Service Pack 1 on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that Contact Center Manager Administration administers. For information about installing the Contact Center Multimedia server, see the Contact Center Multimedia Installation and Maintenance Guide. For information about adding the Contact Center Multimedia server to the list of servers that Contact Center Manager Administration administers, see the Contact Center Manager Administrator’s Guide. If you do not use the Outbound Campaign Management Tool component, you can skip this step and proceed directly to Step 7. “Accept the license agreement in Server Utility” on page 294.
Prerequisites for installing the .NET Framework Each client machine 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), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Checking the .NET Framework on a client machine If your client machines run the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is installed.
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1
On the client machines, click Start > Control Panel.
2
Double-click Add or Remove Programs.
3
Select Microsoft .NET Framework 1.1.
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 machine 1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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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What is next? Log on to Contact Center Manager Administration for the first time. For details, see Section B:“Logging on to CCMA for the first time,” on page 293.
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Section B: Logging on to CCMA for the first time
In this section Step 7. Accept the license agreement in Server Utility
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Step 8. Log on to CCMA for the first time
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Step 9. Download controls to the client
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Step 7. Accept the license agreement in Server Utility If you install or upgrade Contact Center Manager Server, you must accept the licence agreement on the Server Utility on the Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. If you do not upgrade or perform a new installation of Contact Center Manager Server, you can skip the procedure and proceed to Step 8. “Log on to CCMA for the first time,” on page 296.
Accepting the license agreement in Server Utility If you did not install Server Utility on the Contact Center Manager Server from the Contact Center Manager installation DVD, see the installation procedures in the Contact Center Manager Server Installation and Maintenance Guide. 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Server Utility > Server Utility. Result: The Nortel Contact Center Manager Server Utility Login dialog box appears.
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In the User ID box, type the sysadmin user ID.
3
In the Password box, type the password.
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4
From the Server Name or IP Address box, select or enter the server name or IP address.
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Click OK. Result: The End User License Agreement dialog box appears.
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Read the End User License Agreement.
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Click Accept. Result: The Change Password dialog box appears.
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In the Old Password text box, type the old password.
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In the New Password text box, type the new password.
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Confirm the new password, and click OK. Result: The Server Utility starts.
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Close all windows to complete the procedure.
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Step 8. Log on to CCMA for the first time After you install and configure the required third-party software on the client PC (Internet Explorer version 6.0 with the latest supported service pack and SOAP 3.0), log on to Contact Center Manager Administration to test the installation. Note that SOAP is not required if you install SU04 or later. To perform the procedures in this chapter, you must be able to log on to the Contact Center Manager Administration server. If you upgrade or perform a new installation of Contact Center Manager Server, you must accept the licence agreement on the Server Utility in Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. For details about accepting the license agreement in Server Utility, see Step 7. “Accept the license agreement in Server Utility,” on page 294.
To log on to Contact Center Manager Administration for the first time When you log on to Contact Center Manager Administration for the first time after installation, you must log on as the default administrator, webadmin. For security reasons, Nortel highly recommends that you change the default password when you first log on to the application. Contact Center Manager Administration user passwords can only contain English characters and special characters.
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Logging on to the Contact Center Manager Administration server for the first time and changing the default password ATTENTION
When you change the webadmin password, you must ensure that you do not lose or forget the new password or you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, immediately after installing Contact Center Manager Administration, log on to the Contact Center Manager Administration server as webadmin, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password. For more information about adding Contact Center Manager Administration users, see the online Help.
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Start Internet Explorer.
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In the Address box, type the server name. For example, http://
3
Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
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If you installed release earlier than SU04 and did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you installed SU04 or later and configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
To view the details of the Contact Center Manager Administration build number and Service Update version, click About Contact Center Manager Administration. Click OK to close.
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Click Change Password. Result: The Change Password dialog box appears.
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In the User name box, type the default user name.
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In the Old password box, type the default password.
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In the New password box, type a new password. Contact Center Manager Administration user passwords can contain English characters and special characters only.
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In the Confirm password box, type the new password. You can modify the default password only. You cannot change the default username, webadmin. ATTENTION
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If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, you can now open Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password.
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Click Submit. Result: The default password is changed and the main logon window reappears.
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In the User ID box, type the user name.
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In the Password box, type the new password.
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Click Login.
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Click OK. Result: Because this is the first time you log on, the logon window prompts you to add the first Contact Center Manager Server.
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In the Server Name box, type the name of the Contact Center Manager Server. Do not enter the fully qualified domain name of the server in the Server Name box. Enter the computer name of the server.
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Press Tab. Result: The server IP address automatically appears in the IP Address box.
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If the value Unknown appears in the IP Address box, the server name is not registered with either the Domain Name Service (DNS) or the HOSTS table. In this case, you must update your DNS or host file on the Contact Center Manager Administration server with the name of the Contact Center Manager Server. For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 16
In the Display Name box, type the name of the Contact Center Manager Server as you want it to appear in the system tree in Contact Center Manager Administration. It is important that you use the server name, not the IP address of the server, because using an IP address causes errors in Real-Time Reporting functionality. The system automatically assigns a display name that is the same as the server name. If you enter a different display name, the name must be unique.
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Enter the sysadmin username and password for the Contact Center Manager Server. If you receive a logon sequence error message, check your username and password by logging on to Server Utility.
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Click Submit. Result: If you did not accept the license agreement on the Contact Center Manager Server, you receive a prompt to accept the license agreement using Server Utility. For information, see Step 7. “Accept the license agreement in Server Utility,” on page 294. Otherwise, the Contact Center Manager Administration Launchpad appears.
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Step 9. Download controls to the client All Contact Center Manager Administration components, with the exception of the Audit Trail component, require that you download controls to your client PC to ensure proper functionality in each of the components. For a list of all controls required by Contact Center Manager Administration components, see “Controls that are downloaded to the client PC” on page 304. The required controls used by Contact Center Manager Administration are in .cab files that are digitally signed. Nortel recommends that you configure Internet Explorer to enable or prompt for downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269). When you configure the browser to download signed ActiveX Controls, the control is automatically downloaded to the client PC the first time the Contact Center Manager Administration component in which you work requires it and you receive no notification from the browser. When you configure the browser to prompt, a dialog box appears the first time Contact Center Manager Administration requires the control. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. If a control is already installed on the client PC, it is not downloaded a second time. The system automatically upgrades these controls if a newer version of the control is detected on the Contact Center Manager Administration server, up to the version specified by Contact Center Manager Administration. For information about viewing the controls that are already installed on your client PC, see “Viewing the list of installed controls” on page 308.
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Controls that are downloaded to the client PC The following table lists all the controls that must be downloaded to the client PC if it is used to access all Contact Center Manager Administration components (except Audit Trail, which has no dependency on controls). Some controls are required for more than one component, but you need to install them once only.
Control
Crystal Reports Viewer
Client Install Location*
Control File
Windows\ ActiveXVie crviewer.dll Downloaded werMod.cab Program Files
Emergency Windows\ Help System32 Pop-up Menu
CAB file
EHCtrl.cab
iceemhlp control.dll
Windows\ iemenu.cab iemenu.cab Downloaded Program Files
Company Purpose
Version
Business Objects
Enables Crystal Reports viewer.
10.0.5.587
Nortel
Emergency 6.0.0.0 Help
Microsoft Internet Explorer Pop-up Menu
4.71.115.0
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel per Downloaded r.cab Control.ocx Program Files
Date 6.0.0.4 formatting
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel perCtrl Downloaded erCtrl.cab Control.ocx Program Files
Chart 1.0.0.0 functionalit y for RealTime Displays
Real-time Windows\ Display System32
304
RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13 ll Microsoft displays
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Control
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Control File
Company Purpose
ActiveTree Windows\ ssTree.cab View Downloaded Program Files
SSTree.ocx
Infragistic Navigation 1.0.4.20 s tree functionalit y
DB Grid 8 Windows\ System32
—
Compone Data grid 8.0.20042.3 nt One functionalit 29 y
Scripting Editor
CAB file
todg8.ocx
Version
Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8 Downloaded ext.cab xt.ocx Microsoft functionalit Program y Files
Historical Windows\ HRCtrl.cab hrctrl.dll Reports Downloaded Control Program Files
Nortel
Historical 6.0.0.6 Reports
If you plan to install a release earlier than SU04, the SOAP 3.0 client is also required on the client PC. For more information about installing the client version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional),” on page 284.
Controls and your local security policy (Windows 2000 only) If the client PC runs on Windows 2000, your local settings of the security policy Unsigned non-driver installation behavior on the PC determine if warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or if the required controls can be downloaded at all. Verifying your local security policy settings (Windows 2000 only) The following procedure is applicable only to Windows 2000. If your client PC runs any other operating system, the security policy does not affect the downloading of controls, and you need not perform this procedure. Installation and Maintenance Guide
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Click Start > Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
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Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
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Click the Security Options folder. Result: A series of policies appears in the right pane.
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In the right pane, scroll down to the Devices: Unsigned non-driver installation behavior policy.
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Under the Security Setting column, verify the current setting for this policy. The possible values are:
Silently succeed—All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, one or more warning windows appear, in addition to those resulting from the settings you chose when configuring Internet Explorer.
Do not allow installation—You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
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To change the setting that appears, right-click this policy, and select Security from the menu. Result: The Local Security Policy Setting window appears.
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From the Local policy setting list, select the new policy setting (select either Silently Succeed or Warn but allow installation, based on your preference).
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Click OK to save your changes.
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Close the Local Security Policy Setting window.
Automatically downloading controls Nortel recommends that you configure Internet Explorer to enable or prompt when downloading signed ActiveX Controls (see“Configuring Internet Explorer 6.0 or later on the client PC,” on page 269). When you configure the browser to download signed ActiveX Controls, the control is automatically downloaded to the client PC the first time the Contact Center Manager Administration component in which you work requires it and you receive no notification from the browser. When the browser is configured to prompt, a dialog box appears the first time Contact Center Manager Administration requires the control. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. When this dialog box is displayed,
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you must choose to accept the control before the system downloads the control to the client PC. You receive a prompt to accept the control only the first time that the Contact Center Manager Administration component in which you work requires it. For a list of the controls required by each component, see “Controls that are downloaded to the client PC” on page 304. Both regular Windows users and domain users who log on to client PCs running Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs. If you install SU04 or later, SOAP is not required.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. After a user with administrator privileges successfully downloads the required controls to the client PC, users who are not members of the Power Users group or users who do not have administrator privileges can use all Contact Center Manager Administration components on the client PC to which they have access.
Viewing the list of installed controls To verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options dialog box appears.
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On the General tab, under the Temporary Internet files heading, click Settings. Result: The Settings dialog box appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window.
Deleting controls You can delete any of the controls from the list of installed controls on the client PC. However, note that if Internet Explorer used the control, you may need to close the browser and reopen it before the system lets you delete the control.
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Permissions on the client PC and downloading controls If your contact center security policy does not allow all users to log on to the client PCs with administrator privileges, the automatic download process for the Contact Center Manager Administration controls do not function. To install the required controls on the client PCs, select one of the following options.
Log on to each client PC with administrator privileges, connect to the Contact Center Manager Administration server, and automatically download all required controls by opening all applicable components and windows that require these controls. For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel bundled the required controls into a single file called ActiveX Controls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who logs on to the PC. For information, see “Running the ActiveX Controls.msi file from an SMS server” on page 310. If you have no SMS server, a user with administrator privileges can launch the ActiveX Controls.msi file on each client PC individually to install all the required controls at once (without having to log on to Contact Center Manager Administration). For information, see “Running the ActiveX Controls.msi file on each client PC” on page 311.
Both regular Windows users and domain users who log on to client PCs running Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs. If you install SU04 or later, SOAP is not required.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Running the ActiveX Controls.msi file from an SMS server Because installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company guidelines to install the ActiveX Controls.msi file on the SMS clients in your network. 310
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In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows Group Policy. For details, see the documentation on the Microsoft Web site at www.microsoft.com. If you install Windows Vista on the client PCs, to push out the ActiveX Controls.msi file to client PCs using an SMS server or Group Policy, you need elevated administrator privileges. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the SMS server with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
From the Contact Center Manager installation DVD, copy ActiveX Controls.msi to the desired directory on the SMS server.
5
Double-click ActiveX Controls.msi to run the installation and install the files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC Complete this procedure to install all required controls on each client PC individually. This procedure is useful if your company security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ActiveX Controls.msi file on each PC. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the client PC with administrator privileges.
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3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
In the this directory, double-click ActiveX Controls.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the welcome window.
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Click Next. Result: The Ready to Install the Program window appears.
6
Click Install. Result: The program installs the files and the completed window appears.
7
Click Finish.
8
Perform this procedure on each client PC used to access the server and run Contact Center Manager Administration.
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Downloading more recent versions of controls If required by Contact Center Manager Administration, Internet Explorer automatically downloads a more recent version of the control than the version that you originally installed. You can download more recent versions of the controls without adversely affecting Contact Center Manager Administration functionality. For information about viewing the version number of the controls installed on the client PC, see “Viewing the list of installed controls” on page 308.
What is next? Install and configure Agent Desktop Display. For details, see Section C:“Configuring agent workstations,” on page 315.
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Section C: Configuring agent workstations
In this section Step 10. Install and configure Agent Desktop Display
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Step 10. Install and configure Agent Desktop Display Agent Desktop Display is a Windows-based tool that provides skillset monitoring to Contact Center Manager Server agents. Agents or supervisors can log on to Agent Desktop Display using their phoneset logon ID and view realtime statistics for each skillset to which they belong. The Agent Desktop Display tabular format appears as a window with several columns. This window can be moved, minimized, resized, closed, or set to always stay on top of the desktop like any standard Microsoft window. The application continually verifies that the agent is logged on to the server in Contact Center Manager Server by checking with the Contact Center Manager Administration server once every minute. It also checks the list of skillsets that are assigned to the logged-on agent once every 3 minutes and updates the display accordingly. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC as a user with Administrator privileges to install or upgrade Agent Desktop Display. This also applies if you install the client portion of Agent Desktop Display on the Contact Center Manager Administration server. For information about upgrading Agent Desktop Display from Release 4.0 to 4.5, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/SU05. For information about upgrading Agent Desktop Display from Release 4.5 to 6.0 on Windows Server 2003, see Section C:“Postupgrade tasks on the CCMA server” on page 821.
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Versions of Agent Desktop Display and compatibility with Contact Center Manager Administration The following matrix shows Agent Desktop Display compatibility. CCMA 6.0 and Symposium Call Center Server 5.0 Agent Desktop Display YES 4.5 Agent Desktop Display 6.0
YES
CCMA 6.0 and CCMS 6.0
NO YES
Agent Desktop Display 6.0 connecting to Symposium Web Client 4.5 The Agent Desktop Display 6.0 client software is incompatible with the Symposium Web Client 4.5 software that is installed on the Contact Center Manager Administration server. After you upgrade the client PC from Agent Desktop Display Release 4.5 to Release 6.0, you cannot use the Agent Desktop Display component when the client PC connects to an Contact Center Manager Administration server running Symposium Web Client 4.5. Agent Desktop Display 4.5 connecting to Contact Center Manager Administration 6.0 In some mixed network environments, you may want to continue to use Agent Desktop Display 4.5 even if you upgrade to Contact Center Manager Administration 6.0. Agent Desktop Display Release 4.5 is compatible with a Contact Center Manager Administration 6.0 server. However, Agent Desktop Display Release 4.5 is not compatible with Contact Center Manager Server 6.0. When you use a client PC running Agent Desktop Display Release 4.5 to connect to a Contact Center Manager Administration 6.0 server, a message appears notifying you that there is a newer version of the client software available and prompts you to upgrade the software to Release 6.0.
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If you choose not to upgrade your Agent Desktop Display software, you can continue to use Agent Desktop Display Release 4.5 with Symposium Web Client 4.5 and Contact Center Manager Administration 6.0. However, you cannot access any of the new Agent Desktop Display features that are only available in Release 6.0. For information about upgrading Agent Desktop Display, see Section C:“Postupgrade tasks on the CCMA server” on page 821. If you use Agent Desktop Display on a client PC that connects to multiple Contact Center Manager Administration servers, you must ensure that each Contact Center Manager Administration server has the same version of Contact Center Manager Administration installed.
To install and configure Agent Desktop Display on a client PC For information about upgrading Agent Desktop Display, see Section C:“Postupgrade tasks on the CCMA server” on page 821. For information about installing Agent Desktop Display on the Contact Center Manager Administration server, see “Installing and configuring Agent Desktop Display on the Contact Center Manager Administration server,” on page 326. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC with administrator privileges to install Agent Desktop Display. This requirement also applies if you install the client portion of Agent Desktop Display on the Contact Center Manager Administration server. To install Agent Desktop Display on a client PC, run the setup program for the client version of the program. You must configure the agent displays on each client to connect to the Contact Center Manager Administration server and to the server in Contact Center Manager Server after installation is complete. You can use this procedure to install both the standard English version and the multilanguage support version of the Agent Desktop Display client software.
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Installing and configuring Agent Desktop Display on a client PC The most up-to-date version of Agent Desktop Display setup.exe (including recent patches and Service Updates) is available on the Contact Center Manager Administration server at
Log on to the client PC with administrator privileges.
2
Browse to the shared network directory on the Contact Center Manager Administration server at
3
Double-click the setup.exe file. Result: The Choose Setup Language dialog box appears.
4
From the list, choose the language in which to install or upgrade Agent Desktop Display. You can choose from English, French, German, Japanese, and Traditional Chinese. If you connect to a co-resident server to use Agent Desktop Display, you cannot use French or German. If the server also contains Communication Control Toolkit, you can use English only.
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Click OK. Result: The system prepares for setup and the Welcome to the InstallShield Wizard for Agent Desktop Displays window appears.
6
Click Next. Result: The Customer Information dialog box appears.
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In the User name box, type a user name.
8
In the Organization box, type your Company name. Contact Center Manager Administration
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Under the Install this application for heading, Select the Anyone who uses this computer (all users) option.
10
Click Next. Result: The Setup Type dialog box appears.
11
To install all Agent Desktop Display components in the default directory, select the Complete option. Proceed to step 18. OR To select which Agent Desktop Display components the system installs, to change the default installation directory, or to confirm available hard disk space, select the Custom option. Proceed to the next step.
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Click Next. Result: The Custom Setup dialog box appears.
13
To change the default directory path, click Change. Result: The Change Current Destination Folder dialog box appears.
14
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In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. Contact Center Manager Administration
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To return to the Custom Setup window, Click OK. If you upgrade from a previous version of Agent Desktop Display, you cannot choose the directory in which to install the software; you must install the upgrade in the same folder in which the original software is installed.
16
To confirm your available hard disk space, click Space. Result: The Disk Space Requirements window appears.
17
Review the available hard disk space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. The Disk Space Requirements window appears automatically if you attempt to install Symposium Agent Desktop Display on a drive that does not have enough free disk space.
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Click Next. Result: The Ready to Install the Program window appears.
19
Click Install. Result: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Otherwise, the Installing Agent Desktop Display window appears and installation begins. When installation is complete, the Server Configuration dialog box appears.
If you upgrade from a previous version of Agent Desktop Display, the Server Configuration window does not appear. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server Configuration window in the application. 324
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In the Contact Center Manager Administration: Active text box, type the IP address or hostname of the active Contact Center Manager Administration server.
21
In the Contact Center Manager Server: Active text box, type the IP address or hostname of the active Contact Center Manager Server.
22
(Optional) If you install a standby Contact Center Manager Administration server, in the Contact Center Manager Administration: Standby text box, type the IP address or hostname of the standby Contact Center Manager Administration server.
23
(Optional) If you install a standby Contact Center Manager Server, in the Contact Center Manager Server: Standby text box, type the IP address or hostname of the standby Contact Center Manager Server. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. When you type the IP address of Contact Center Manager Server, if you install Agent Desktop Display on a Terminal Services/Citrix server, all agents who use Agent Desktop Display from this particular server must be configured on the same server in Contact Center Manager Server.
24
Click Save. Result: The InstallShield Wizard Completed window appears.
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25
Click Finish.
26
Close all windows to complete the procedure.
Installing and configuring Agent Desktop Display on the Contact Center Manager Administration server The procedure to install Agent Desktop Display on the Contact Center Manager Administration server is the same as the procedure to install Agent Desktop Display on the client PC. For details, see “Installing and configuring Agent Desktop Display on a client PC,” on page 319. Additionally, if you install Agent Desktop Displays on a Contact Center Manager Administration server that uses proxy settings for Internet Explorer, ensure that the proxy settings exceptions list includes the full computer name and IP address of the Contact Center Manager Administration server for Agent Desktop Displays to function. Configuring proxy settings exceptions list with Contact Center Manager Administration server name and IP address 1
On Internet Explorer, click Tools > Internet Options. Result: The Internet Options dialog box appears.
2
On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings dialog box appears.
3
In the Proxy server section of the Local Area Network (LAN) Settings window, select Advanced. Result: The Proxy Settings dialog box appears.
4
In the Exceptions section of the Proxy Settings window, enter the full computer name of the Contact Center Manager Administration server and the Contact Center Manager Administration IP address. To determine the full computer name of the Contact Center Manager Administration server, click My Computer > Properties > Network Identification.
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5
Click OK.
6
Close all windows to complete the procedure.
Contact Center Manager Administration
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Configuring the client PC and agent workstations
Installing Simple Object Access Protocol on the Agent Desktop Display client PC (Contact Center Manager Administration server has Windows Server 2003) If you install SU04 or later, SOAP is not required on the client PC. Before you can use Agent Desktop Display Release 6.0, the client PC must install the client SOAP 3.0 software (clientSOAP.msi). When the Contact Center Manager Administration server is running Windows Server 2003, and you upgrade the client PC to Release 6.0 of the Agent Desktop Display software, you must manually install the SOAP software on each client PC (if the PC does not already contain this software). You must log on to the client PC with administrator privileges to complete the installation of the client SOAP software. For details about the installation procedure for the client SOAP 3.0 software, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
To configure multiple language support in Agent Desktop Display To work in multiple languages in Agent Desktop Display (ADD), first install the ADD server software as a normal English installation on the client PC. (The server software contains the translated language components.) Then you must install the client portion of the ADD software on each client PC that launches Agent Desktop Display. For more information about installing the client software, see “To install and configure Agent Desktop Display on a client PC,” on page 318. When the Contact Center Manager Administration server is running Windows Server 2003, you can only use the Agent Desktop Display 6.0 version of the client software to view the Agent Desktop Display. Previous versions of the Agent Desktop Display client software are incompatible with Contact Center Manager Administration when it is installed on a Contact Center Manager Administration server that is running Windows Server 2003.
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To change the language in which you view displays To change the language in which you view the displays, log on to Agent Desktop Display, and then right-click the display. A series of languages appears in a menu, enabling you to choose the language in which you want to work. The languages available are only those for which there are localized strings installed. These languages must also belong to the same language family as the operating system of the client PC on which you install Agent Desktop Display. For example, if you install the ADD client software on a PC that is running the French version of the Windows operating system, multilingual agents who share this same PC can switch from French to English or German by choosing the language from the menu. These languages belong to the same language family as French and, therefore, the translated versions of ADD are included in the ADD client installation. If you upgrade ADD, any localization upgrades are implemented as part of the normal upgrade procedure.
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Migrating Classic Client In this chapter Overview
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Migrating Filters
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Migrating historical reports
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Migrating real-time displays
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Migrating graphical real-time displays (GRTD)
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Migrating agent-skillset and agent-supervisor scheduled assignments
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Migrating user types
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Migrating NCC routing table scheduled assignments
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Removing associated supervisors
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Overview This chapter describes how to migrate the following Classic Client data to Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic Client. The procedures in this chapter are required only if you use Symposium Call Center Server 5.0 administered by at least one Classic Client and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because Contact Center Manager Server 6.0 does not support Classic Client, if you use Classic Client to administer your Symposium Call Center Server, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. If you are a new user to Contact Center Manager Administration 6.0 and Contact Center Manager Server and have no Classic Clients in your network, you need not perform the procedures in this chapter.
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Migration checklist Classic Client Migration checklist
✓
Read the documentation for performing a migration.
❏
Gather the materials required for the migration.
❏
Migrate data from Classic Client to Contact Center Manager Administration.
❏
Filters Migrate filters
Historical reports Locate scheduled reports
❏
Migrate or reimport reports
❏
Reschedule reports
❏
Delete reports from Classic Client
❏
Real-time displays Migrate real-time displays
❏
Graphical real-time displays Migrate graphical real-time displays
❏
❏
Agent-skillset and agent-supervisor scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
User types
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Migrate user types as required: desktop, desktop supervisor, desktop supervisor agent, supervisor, agent, supervisor agent
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Network Control Center (NCC) routing table scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
Remove associated supervisors from Classic Client
❏
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Migrating Filters With the filters feature, you can select the sites and resources to be included in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Contact Center Manager Server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you define and save. You can use filters migrated from the Classic Client in Contact Center Manager Administration. While each of the Classic Client filters contains only one type of data – either skillsets, applications, route numbers, route names, Dialed Number Identification Service (DNIS) numbers, or DNIS names – you can add different types of data to these filters after you import them into Contact Center Manager Administration by using the filters tabs in Historical Reporting. With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters. Use the tool to:
retrieve the existing filter information from the Network Control Center master database (MDB). reformat and save filters in the Active Directory.
Migrating filters 1
Access the Filter Set Upgrade Tool at \\Nortel Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe. Only the administrator or the webadmin user use this tool.
2
In the Path of NCC Database box, type the path of the Network Control Center filter (database file). OR
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Click the browse button appropriate file.
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to search for the file, and then select the
Result: The Path of NCC Database field is populated.
3
Click Save Data. Result: The filter is now reformatted and saved to the Active Directory.
4
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Click Close.
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Migrating historical reports Historical reports are stored differently in Contact Center Manager Administration and Classic Client. Classic Client Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running Classic Client or on a network PC designated by supervisor stores and controls all schedules on the Symposium Call Center Server. These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration Contact Center Manager Administration:
stores all custom reports on the Contact Center Manager Administration server stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic Client to Contact Center Manager Administration. User-created reports User-created reports are customer report templates created with Crystal Reports and imported into Classic Client. User-created reports and their schedules can be migrated from the Classic Client if they were created using Crystal Reports software (version 9.0 or earlier). You can migrate the following types of usercreated reports: Historical, Configuration, and Parameterized reports. User-defined reports User-defined reports are user reports saved from the standard Classic Client reports, such as the Agent Performance report. Contact Center Manager Administration also provides the same set of standard reports. Migrating userdefined reports involves re-creating the report manually using the same standard template that exists on Contact Center Manager Administration, specifying the same criteria, and saving it. Installation and Maintenance Guide
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You cannot migrate user-created reports if they were created with any other ODBC or Structured Query Language (SQL) compliant writer. These reports must be recreated in Contact Center Manager Administration. If the user-created reports were created with an earlier version of Crystal Reports 9.0, test the reports for compatibility with Contact Center Manager Administration before deleting them in Classic Client. In Contact Center Manager Administration, historical reports can be shared using report groups. Consider using this feature as it can reduce the number of reports required to be imported. If your reports are scheduled reports, you must schedule each report in Contact Center Manager Administration and remove the schedule from the Symposium Server through the Classic Client. If the schedule is not removed from the Symposium Call Center Server, the report runs twice if the Classic Client is installed and the report listener is running. Migrating user-created reports To migrate user-created reports, you must complete the following tasks:
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1.
Create a shared directory on the client PC or on a network PC to store usercreated templates for the users.
2.
On each Classic Client, find the user-created reports and note the path of the directory where each file is stored. For information about finding usercreated reports, see “Finding user-created reports in Classic Client” on page 337.
3.
Copy each .rpt file to the shared directory that you created.
4.
Log on to Contact Center Manager Administration and import each usercreated report. For details about importing reports, see “Importing usercreated reports into Contact Center Manager Administration” on page 338.
5.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Schedule reports” on page 343.
6.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For details, see “Deleting a report schedule from Classic Client” on page 348. Contact Center Manager Administration
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Delete the user-created report from the Symposium Call Center Server. For details, see “Deleting user-defined or user-created reports from Classic Client” on page 349.
Migrating user-defined reports To migrate user-defined reports, you must complete the following tasks: 1.
On each Classic Client, find the user-defined reports and note the selection criteria for each report. For information about finding user-defined reports, see “Finding user-defined reports in Classic Client” on page 342.
2.
Log on to Contact Center Manager Administration, find the corresponding standard report (for example, the Agent Performance report) and enter the same selection criteria for each report and save the report. For information, see “Defining user-defined reports in Contact Center Manager Administration” on page 342.
3.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For information, see “Schedule reports” on page 343.
4.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For information, see “Deleting a report schedule from Classic Client” on page 348.
5.
Delete the user-defined report from the Symposium Call Center Server. For information, “Deleting user-defined or user-created reports from Classic Client” on page 349.
Finding user-created reports in Classic Client On each supervisor machine, perform the following steps: 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, check for any reports that are user created by looking at the Types column. Right-click on each user-created report and note the path to the location where the file is stored.
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Importing user-created reports into Contact Center Manager Administration 1
From the Contact Center Manager Administration Launchpad, click on Historical Reporting. Result: The Historical Reporting window appears.
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Select the Contact Center Manager Server from which you want to run the report (for example, the Ottawa server). Result: The server expands to reveal a choice between public, private, and any group folders created.
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On the menu, click Report > Import. Result: The Template Importing Wizard appears.
4
Click Next.
5
(Optional) Select the Synchronize report template from the network drive check box. If this box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user-created reports from the source network drive every time you modify the report using Crystal Reports on the network drive. This means if you modify your source report template on the network drive/PC, you do not need to import the report to the Contact Center Manager Administration server.
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To use this option, ensure the network PC is preconfigured to use it. For information, see the Contact Center Manager Administration Installation and Maintenance Guide or contact your administrator.
6
Enter the network path of the report template as follows: \\NetworkPC name\shared folder name\report templatename.rpt Result: The CCMA application saves the network path of the template (TemplatePath) and last modified date (LastModified) of the report template file. Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if report template is modified on the network drive after import).
7
Enter the template name.
8
From the Report is based on the following data list, select one of the following: Historical, Configuration, or Parameters. To import a historical report, enter the database alias. This is the database view name for the SQL query. Call-by-call reports take much longer to generate than do reports that collect other types of data.
9
Enter the timestamp field (if the timestamp field is not in the correct format, the report does not run).
10
Select the Report Data Range option. The choices are Interval, Daily, Weekly, and Monthly.
11
Click Next.
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Click Finish. Result: The report is added to the list in the Reports window. If you select the Configuration option, you need not specify an alias. To determine the alias of a database, open the report in Crystal Reports and choose Database > Set Alias. The Timestamp field is not required for a configuration report.
For more information about importing reports, see to the Contact Center Manager Administration online Help. Finding user-defined reports in Classic Client 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, look for any reports that are user defined.
5
Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration using the user logon name provided by your administrator.
2
Open the Historical Reporting component.
3
Click on the required Contact Center Manager Server.
4
Open up the equivalent standard report, and enter the same selection criteria.
5
Save the report as a private report or to a shared report group and schedule it.
Locating scheduled reports in Classic Client Because you can store reports on individual PCs or on the network, it is important to locate the reports and make note of each report location or network path prior to migrating it. To see all of the current scheduled reports prior to migration, use Scheduler in Classic Client. This tool shows all currently scheduled reports. 342
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1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed. Make note of the reports and their schedules for migration.
Schedule reports For more information about scheduling reports, see the Contact Center Manager Supervisor’s Guide.
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Defining the report schedule 1
From the Time zone list, select the time zone in which to run or schedule your report. ATTENTION
2
The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see the Supervisor’s Reference Guide for Symposium Web Client 4.5. This document is posted on the Web site www.nortel.com.
In the Schedule area, clear the Not Scheduled check box. Result: The schedule boxes appear.
3
Select the check boxes that correspond to the type of data range you want. You can select or enter information in the following boxes. Schedule boxes available for Interval data range During the period from X to Y—Select to schedule an interval report to be generated at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, select this option to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the times in the boxes. On X at Y weekly—Select to generate an interval report on a particular day, at a particular time every week. For example, click this button to generate a report every Monday morning at 9:00 a.m. At X every day/specific days of the week/specific dates—Select to generate an interval report at a specific time every day, or on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month. Schedule boxes available for Daily data range
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At X today/every day/days of the week/specific dates—Specify the time at which you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday. Schedule boxes available for Weekly data range At X this week/every week—Specify the time and day at which you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday. At X on specific dates—Specify the time and dates on which you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month. Schedule boxes available for Monthly data range On the X in Y at Z—Select to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday every month at 12:00 p.m. On day X at Y—Select to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. On specific dates at X—Select to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m. 4
Continue with the procedure “Defining output options” on page 345.
Defining output options After you set up the report schedule, define the way the system generates it. You can specify whether you want to print the scheduled report when it is generated or save it as a file, or both. If you choose to print the report, you can select the paper size. You can also specify one or more e-mail addresses to which the system can send notification that the system successfully generated the report or that problems occurred preventing the system from generating the report. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure that you can use to repair the problem and generate the report again.
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If you choose to print the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the output file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the computer must be within the same domain as the Contact Center Manager Administration server. To send a scheduled report to a printer, ensure that you configure a default printer on the Contact Center Manager Administration server. If you define no default printer, you can send reports only to a file. 1
Select the print check box or the output to file check box, or both.
2
To print the report:
3
from the Printer list, select the printer to which you want to print the scheduled report.
From the Paper Size list, select the appropriate paper size for the printed report.
To send the report to a file, in the Output box, type the path to the shared output folder. The path must have the format \\[computer name]\[shared folder name]\[file name], without the file extension. Example: To send the Agent Performance report, agent, to the shared folder, reports, on the Contact Center Manager Administration server, appsvr, in the Output box, type \\appsvr\reports\agent.
4
To save the report with a different name each time it is generated, select the Save file under different name each time check box. If you leave this check box clear, the system overwrites previously generated reports with the updated versions every time a report is generated.
5
From the Format list, select the export file format to use.
6
Select the Send notification e-mail to check box to receive notification from the system when the report was generated.
7
Enter one or more e-mail addresses in the box. You can type a maximum of 255 characters in the box with each e-mail address separated by a semicolon (;).
8
Click Submit. Result: The report is saved.
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Click Activate. Result: The report schedule is activated.
Activating a report You can activate a report schedule in two ways:
1
Click Activate in the Report Properties window after you schedule a new report and click Submit, or after you modify an existing report schedule and click Submit. Click Activate in the Scheduled Events window. For step-by-step instructions, see the following procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to activate.
3
Click Activate. Result: The report schedule is activated.
Deactivating a report You can deactivate a report schedule in two ways:
1
Click Deactivate in the Report Properties window when you view the properties of a scheduled report. Click Deactivate in the Scheduled Events window. For step-by-step instructions, see the following the procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to deactivate.
3
Click Deactivate. Result: The report schedule is deactivated.
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Deleting a report schedule from Classic Client 1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed.
5
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From within Scheduler, right-click the schedule.
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Select Delete. Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client You must delete scheduled assignments and running of reports from the Symposium Call Center Server through the Classic Client or the Server Utility before removing Classic Client to avoid schedule conflicts. From the system tree, select the report and choose Report > Delete. If the report schedule is active, you must deactivate it before you can delete the report.
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Migrating real-time displays This section describes how to migrate real-time displays from Classic Client to Contact Center Manager Administration. Classic Client—Stores custom real-time display formats on the PCs running Classic Client. Contact Center Manager Administration—Stores custom real-time display formats on the Contact Center Manager Administration server and requires that you recreate custom real-time displays in Contact Center Manager Administration. Contact Center Manager Administration supports public real-time displays. If many users use the same real-time display, it needs to be recreated once only as a public display format. Migrating real-time displays
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1
Log on to the server using the Classic Client.
2
Expand Reports & Displays.
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Double-click Real-Time Displays. Result: The Real-Time Displays window appears.
4
Under Display Type, note the type of each display.
5
Right-click on each display and select Properties. Result: The Real-Time Display Properties dialog box appears.
6
Under the General tab, note the Refresh Rate and the View Mode.
7
Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time display
formulas listed for each column in the Formula field
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configuration settings listed under Selected Column
8
Log on to Contact Center Manager Administration.
9
Select Real-Time Reporting on the Launchpad.
10
Select the required server in the server tree.
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Create new displays of the same type that you noted from Classic Client.
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Under the Properties tab for each display, configure the properties for the new display using the information from Classic Client.
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Under the Columns tab for each display, configure the columns for the new display using the information from Classic Client.
Note: The mechanism to create displays in Classic Client differs from that in Contact Center Manager Administration. This may mean that you are not able to recreate the displays in Contact Center Manager Administration exactly as they are configured in Classic Client.
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Migrating graphical real-time displays (GRTD) To migrate graphical real-time displays from Classic Client to Contact Center Manager Administration 6.0, you must note the configuration parameters for each graphical real-time display in Classic Client and then manually recreate the displays in Contact Center Manager Administration. Time charts are not available in Contact Center Manager Administration. You can create connections after the supervisor creates all their constituent displays.
Migrating application and skillset billboards Perform the following steps on each supervisor machine that has Graphical Real-Time displays installed. 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the billboard that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
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Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this billboard.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this billboard, in particular, note the threshold parameters.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards consult the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset billboards that you want to migrate to Contact Center Manager Administration.
Migrating application and skillset charts 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the chart that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
3
Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this chart, in particular, note the chart type.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this chart, in particular, the threshold parameters.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the Server list, select the server on which to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards consult the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset charts to migrate to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments Set up the schedules of agent-to-skillset and agent-to-supervisor assignments after migrating them from Classic Client to Contact Center Manager Administration. Classic Client:
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.
Contact Center Manager Administration:
Stores assignments in the Contact Center Manager Server (Symposium Call Center Server) database. Stores and controls schedules on Contact Center Manager Administration Contact Center Manager Administration server. Contact Center Manager Administration uses the Window Task Scheduler, which is part of the Contact Center Manager Administration server operating system, to schedule assignments.
Open and schedule each assignment through the Contact Center Manager Administration component in Contact Center Manager Administration. After scheduling the assignment in Contact Center Manager Administration, delete the schedule from Classic Client. If you do not delete the schedule from Classic Client, the assignment runs twice. ATTENTION
Ensure that all the schedules are removed prior to upgrading to Contact Center Manager Administration.
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Log on to the server using the Classic Client.
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Select Assignments. Contact Center Manager Administration
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Migrating Classic Client
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
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Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
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5
Note the schedule information.
6
Log on to Contact Center Manager Administration.
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Select Contact Center Management on the Launchpad.
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From the View menu select Assignments. Contact Center Manager Administration
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Select the server in the server tree.
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Click on the Agent Skillset Assignments folder or Agent Supervisor Assignments folder.
11
Select each assignment.
Result: The schedule information appears in the Save/Schedule Assignments section.
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Enter the schedule data in the Save/Schedule Assignments section.
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Click the Schedule button. Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
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Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
4
Right-click each assignment and select Edit Schedule. Result: The schedule information appears.
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5
Update the schedule to Not Scheduled.
6
Click Save.
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Migrating user types With Classic Client, you could create six types of users of which only the first three could access the Classic Client. Desktop user—Used to log on to Wallboard or third-party applications, can also be used to administer the Classic Client functionality depending on privileges. Desktop Supervisor user—A supervisor in the contact center, supervising agents. Also has access to the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Desktop Supervisor Agent user—A supervisor in the contact center, supervising agents and is also an agent. Also has access to log into the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Supervisor user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Agent user—Assigned to a skillset used to take calls within the contact center. Supervisor Agent user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Assigned to a skillset used to take calls within the contact center. The Classic Client is now replaced by the Server Utility. If you log on through the Server Utility, you see all six types of users. When migrating from Classic Client to Contact Center Manager Administration, you must perform the following tasks for each user type. Migrating Desktop users No action is required. The Desktop user type is available in Server Utility. Sysadmin can log on to the Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users This user type is no longer required in the Server Utility. Installation and Maintenance Guide
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1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users This user type is no longer required in the Server Utility. 1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Supervisor users No action is required.
Migrating Agent users No action is required.
Migrating Supervisor Agent users No action is required.
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Migrating NCC routing table scheduled assignments This section describes how to migrate scheduled assignments from Classic Client to Contact Center Manager Administration and how to delete scheduled assignments from Classic Client. Migrating scheduled assignments 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments. Result: The Table Routing Assignment list appears.
4
Right-click each assignment.
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Select Edit Schedule. Result: The schedule information for each assignment appears.
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If the Routing Table Assignment is scheduled, note the schedule information.
7
Log on to Contact Center Manager Administration.
8
Select Configuration Component on the Launchpad.
9
Select Network Control Center Server in the server tree.
10
Expand the Sites node by clicking the plus sign (+).
11
Select Assignments.
12
Expand Assignments by clicking the plus sign (+).
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Migrating Classic Client
Select each assignment. Result: Assignment information appears in the right-hand pane.
14
Enter the schedule information under Save/Schedule Routing Table Assignments using the information noted in Step 6.
15
Click Schedule. Result: Assignment is rescheduled.
16
Repeat for each Assignment.
Deleting assignments from Classic Client 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments.
4
Right-click each assignment.
5
Select Edit Schedule. Result: The schedule information for each assignment appears.
6
Update the schedule to Not Scheduled.
7
Click Save.
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Removing associated supervisors In Contact Center Manager Administration 6.0, the partitions feature replaces the Classic Client concept of associated supervisors. If you migrate from Classic Client to Contact Center Manager Administration, the associated supervisors may block a deletion of a supervisor. For this reason, Nortel recommends that you remove associated supervisors from Classic Client when migrating to Contact Center Manager Administration. If you do not perform this step, Contact Center Manager Administration removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client 1
Log on to the server using Classic Client.
2
Select User Administration.
3
Double-click Users. Result: A list of all users appears.
4
Right-click on the name of a user whose associated supervisors you want to remove.
5
Select Properties from the resulting menu. Result: The User Properties dialog box appears.
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Select the Supervisor tab.
7
In the Associated Supervisors window, select all the listed supervisors.
8
Click Remove.
9
Click Save.
10
Close all windows to complete the procedure.
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Section A: Prepare the replicating server for the installation
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Section B: Install the software on the replicating server
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Section C: Postinstallation on the replicating CCMA server
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Overview This chapter describes how to install and configure a replicating Contact Center Manager Administration server. A replicating server is an optional part of a Contact Center Manager Administration resiliency strategy and requires a second Contact Center Manager Administration server. To learn more about the requirements and advantages of replication, see “Install primary and replicating CCMA servers” on page 53 and Chapter 14, “Resiliency (backup, restore, and disaster recovery).” The procedures in this chapter are optional. If you do not plan to install a replicating server at this time, you can proceed to Chapter 4, “Configuring the client PC and agent workstations.” Before performing the procedures in this chapter, you must install a primary Contact Center Manager Administration server by following the procedures in Chapter 3, “Install the software on the primary server.” Replication is possible only when the primary server and the replicating servers are members of the same domain. If you installed your primary server as a workgroup, you must change the primary server to a domain before you can install a replicating server. If you reinstall Contact Center Manager Administration, or if you upgrade from an earlier version of Symposium Web Client, you must follow a different series of steps. For information, see Chapter 7, “Upgrading.” This chapter includes the following information:
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Section A:“Prepare the replicating server for the installation,” on page 381.
Section B:“Install the software on the replicating server,” on page 421.
Section C:“Postinstallation on the replicating CCMA server,” on page 461
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This chapter does not include the steps to install and configure Windows Server 2003 Enterprise or Standard edition on the Contact Center Manager Administration server. Nortel recommends that you read the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide to obtain important information about the configuration requirements on the Contact Center Manager Administration server before proceeding with the tasks in this chapter. Nortel also recommends that you consult the Contact Center Planning and Engineering Guide and the Contact Center Installer’s Roadmap before completing the procedures in this guide.
Timing The following installation times provide guidance on the time required for software installation.
Preinstallation (including operating system installation/configuration): 2 hours. For details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
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:
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
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Section A: Prepare the replicating server for the installation
In this section Step 1. Read relevant documentation for performing a new installation
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Step 2. Install your remote support access tool
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Step 3. Install Sybase Open Client version 12.5
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Step 4. Install the Crystal Enterprise 10 Embedded software
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Step 1. Read relevant documentation for performing a new installation Before you begin the installation, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Contact Center Installer’s Roadmap and contains important information that you need when performing the installation. Before you perform an installation, check for any Installation Addenda or updated customer documentation on the Nortel Web site at www.nortel.com, or the Partner Information Center Web site at www.nortel.com/pic.
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Step 2. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on page 385. If a previous version of pcAnywhere is installed on the Contact Center Manager Administration server, consult the Symantec Web site (www.symantec.com) to find out whether you must uninstall this version before installing pcAnywhere 11.5. Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection for Administration as the remote support tool for all PCs in their network. For information about enabling Microsoft Remote Desktop Connection for Administration, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 397. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection for Administration) on the Contact Center Manager Administration server, not both.
Remote Access Services Remote Access Services (RAS) are supported in the following install configurations: Install configuration
RAS is supported
CCMA (stand-alone)
Yes
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Install configuration
RAS is supported
CCMS (stand-alone)
Yes
CCT (stand-alone)
No
CCMA and CCMS (co-resident)
Yes
CCMA, CCMS, and CCT (coresident)
No
RAS and co-residency If you install Contact Center Manager Server on a co-resident server, RAS is not enabled. Nortel recommends that you configure a Virtual Private Network (VPN) connection for the co-resident server. Connecting to the server through pcAnywhere over a VPN connection is supported on co-resident servers with all three applications installed—Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. If Communication Control Toolkit is included in the co-resident installation, in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server through a modem, problems occur due to a potential conflict when a modem driver coexists with Communication Control Toolkit drivers on the same server. One licensed copy of pcAnywhere version 11.5 Host Only is provided on the Contact Center Manager installation DVD. You can use this software license to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Installing pcAnywhere 11.5 Host Only The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. To install Contact Center Manager Administration on a stand-alone server, you must complete this procedure. To install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server only, you need not complete the procedures in this section as pcAnywhere is installed when you install Contact Center Manager Server. If you upgrade from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.5. CAUTION Risk of system failure .
Before you install pcAnywhere version 11.5, consult the driver manufacturer Web sites for available updates to ensure that the video drivers on the Contact Center Manager Administration server PC are current. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, see the pcAnywhere Web site at www.symantec.com.
1
Log on to the Contact Center Manager Administration server as Administrator.
2
Insert the pcAnywhere version 11.5 CD into the server.
3
If autorun starts and you click Install, or if you clicked the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This
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occurs because Terminal Services must be in Install Mode before you can install an application.
4
Click Add or Remove Programs to open the Add or Remove Programs window.
5
Click Add New Programs.
6
Click CD or Floppy.
7
Click Next. Result: The program finds the setup.exe file on the CD.
8
Click Next. Result: The pcAnywhere 11.5 launchpad appears.
9
Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
10
Click Next. Result: The License Agreement window appears.
11
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
12
Enter your username and company details, and then click Next. Result: The Destination Folder window appears.
13
Accept the default location for installing the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
14
Accept the defaults in this window, and then click Next. Nortel recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the software and the LiveUpdate window appears.
16
Click Next. Result: The program installs any updates.
17
Click Finish when it is done.
18
When the wizard prompts you to register pcAnywhere, click Skip. Result: A message box appears asking you to confirm your choice.
19
Click Yes.
20
Click Finish when the installation is complete.
Starting pcAnywhere 11.5 or later for the first time 1
Log on to Windows as Administrator
2
To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server as follows: a. Right-click anywhere on the server desktop. b. On the menu, select Active Desktop. Result: Another menu appears. c. On this menu, ensure that Show Web Content is not selected.
3
From the Start menu, choose All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm. ATTENTION
If the following message “pcAnywhere detected and fixed a display driver problem. Restart your computer to allow the change to take effect.” appears, it indicates that your video driver is incompatible with pcAnywhere. You must uninstall pcAnywhere, update your video driver, and then reinstall pcAnywhere.
Result: The Symantec pcAnywhere window appears. 4
Continue with the following procedure to configure pcAnywhere 11.5.
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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 PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, you can use the installation of pcAnywhere that was completed through the Contact Center Manager Server installation. In this case, you do not need to follow the instructions in this section. If, during the pcAnywhere configuration, you get a message 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
Exit pcAnywhere. Tip: This procedure requires you to browse to a hidden directory. To view hidden directories, follow these steps: a. Open My Computer. b. Choose Tools > Folder Options. c. Click the View tab. d. Scroll down until you see Show Hidden Files and Folders, and select this option. e. Click OK.
2
In Windows Explorer, navigate to C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere where C is the drive on which pcAnywhere is installed.
3
Right-click the pcAnywhere folder icon. Result: A menu appears.
4
From the menu, click Properties. Result: The pcAnywhere Properties dialog box appears.
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5
Click the Security tab.
6
In the Name box, select Administrators.
7
To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure that the Allow check box is selected for Full Control.
8
Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host If you use a modem connection with pcAnywhere, you must configure the modem before you perform this procedure. 1
Log on to the server as Administrator.
2
Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option. Result: The Hosts option on the pcAnywhere manager pane is selected.
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Select File > New > Item > Use Wizard. Result: The Host Setup Wizard dialog box appears.
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5
From the Connection type for this host box, select your modem (if you use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6
From the Optimized for list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard dialog box appears:
8
Ensure that Launch with Windows and Run minimized are selected, and leave all other default settings, as shown in the figure.
9
Click Next. Result: The following Wizard dialog box appears.
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Accept the default values in this window, and then click Next. Result: The following Wizard dialog box appears.
11
Click Add. Result: The Identification dialog box appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you type NGenDist for the logon name, you can use the same NGenDist password that is used in Contact Center Manager Server, or you can use a password of your choice.
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Click OK.
16
Click Finish to close the wizard. Result: The Hosts window reappears with the new account selected.
17
In the Selected account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties. Result: The Host Properties:
19
Click the Callers tab.
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In the Caller list, select the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties dialog box appears.
21
Click the Privileges tab.
22
Click the Superuser option button.
23
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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24
Click the Security Options tab.
25
Under Login Options, ensure that Limit login attempts per call and Limit time to complete login are selected and set to 3. Ensure that the Session options are set to Host and Remote, and the Encryption Level is set to None.
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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
Click the Protect Item tab to assign a password to control who can modify the Network icon settings. Otherwise, skip to the next step. ATTENTION
30
If you select the Required to modify properties option on the Protect Item page, you must enter the password each time a setting is changed. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings.
Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
31
Optionally, repeat steps 4 to 30 to create another caller account of your choice (for example, NGenDesign).
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If you type NGenDesign for the logon name of the second caller account, you can use the same NGenDesign password that is used in Contact Center Manager Server, or you can use a password of your choice. 32
Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you need not 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. For information, see “Enabling Microsoft Remote Desktop Connection for Administration,” on page 397. Remote Network Connection Configuration Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center Manager Administration server (that is, a direct modem connection is not supported). You have two options for establishing a TCP/IP network connection:
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Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection using a Remote Access Support (RAS) server
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Enabling Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must log on to the system with administrator privileges. 1
On the server, click Start >Control Panel > System. Result: The System Properties Window appears.
2
Click the Remote tab.
3
On the Remote page, select Enable Remote Desktop on this computer.
4
Click OK.
For information about using Microsoft Remote Desktop Connection for Administration, see Microsoft documentation at www.microsoft.com.
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Step 3. Install Sybase Open Client version 12.5 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this step. Likewise, you need not verify the version of Sybase that is installed, nor do you need to update the Sybase 12.5 ODBC driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 410. If you install Contact Center Manager Administration on a stand-alone server, you must install Sybase Open Client version 12.5 and update the Sybase 12.5 ODBC driver to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the Contact Center Manager Administration server. If Sybase version 12.0 is installed on the Contact Center Manager Administration server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the Contact Center Manager Administration server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For information, see “To update the Sybase ODBC driver,” on page 405.
Verifying the version of Sybase Open Client that is already installed If the server has Sybase Open Client installed, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5:
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On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Click the Advanced tab.
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Click Environment Variables. Result: The Environment Variables dialog box appears.
4
In the System variables box, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, the list appears as SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, the list appears as SYBASE_OCS: OCS_12_5.
5
If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client version 12.5 is installed and you can skip to Step 4. “Install the Crystal Enterprise 10 Embedded software,” on page 410. If you do not see a Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0, you must install Sybase Open Client version 12.5 by following the procedure “Installing Sybase Open Client version 12.5 or upgrade from version 12.0,” on page 401.
Contact Center Manager Administration functions only with Sybase Open Client 12.5. If the Contact Center Manager Administration server has a version of Sybase installed that is newer than version 12.5, you must uninstall it before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 1531.
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Installing Sybase Open Client version 12.5 or upgrade from version 12.0 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this procedure. Likewise, you need not upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 410. 1
Insert the Contact Center Manager installation DVD into the DVD-ROM drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Sybase, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Sybase folder, double-click the file setup.exe. Result: The Sybase Installation Type dialog box appears.
5
Click Standard Install, and then click Next. Result: The Choose Directory dialog box appears.
6
402
If you install the software for the first time, type a location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E in a folder called Sybase, type E:\Sybase. If you do not
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know this location, type a new location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
7
When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears and displays the components that the system will install.
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Click Next. Result: The Create Directory dialog box appears and prompts you to confirm the name of the directory to which the files are copied.
9
Click Yes. Result: The Installing window appears and displays a status bar while the system installs the program.
10
If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase.DLL files. Click Yes when prompted to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation. If you choose to replace the optional Power Dynamo file, replace version 3.0.0 with version 3.5.2. If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.
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if a window with the following message appears: “COMCTL32.DLL - The system does not need this update.”, click OK Result: When the installation is complete, the Sybase Installer Confirmation dialog box appears and prompts you to restart the system before configuring the installed components.
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Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears and confirms the Sybase installation. ATTENTION
Do not remove the Contact Center Manager installation DVD from the DVD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
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Click OK.
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Close the Control Panel window. Continue with the following procedure,“To update the Sybase ODBC driver,” on page 405.”
To update the Sybase ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113.
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If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, the Sybase ODBC driver is up to date and you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded software,” on page 410. ATTENTION
The Contact Center Manager Server uses the ODBC driver version 4.10.00.41. Therefore, Nortel recommends that you do not install EBF11113 as part of the Contact Center Manager Administration installation as it overwrites the ODBC version used by Contact Center Manager Server and can impact operation of the Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager Administration server and upgrade Contact Center Manager Administration from one build to the next build, you must update the Sybase Open Client 12.5 ODBC driver before you upgrade the Contact Center Manager Administration software. For more information, see the instructions.txt file, which is in the EBF11113 folder on the Contact Center Manager installation DVD. Updating the Sybase ODBC driver 1
On the Contact Center Manager Administration server, free up all active Sybase Open Client connections as follows: a. Close all Contact Center Manager Administration browser sessions. b. Stop any other third-party applications that are running on the Contact Center Manager Administration server and that use Sybase Open Client.
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On the Contact Center Manager Administration server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type cmd. c. Click OK. d. At the prompt, type iisreset. e. Press Enter. Result: The following screen appears.
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Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Contact Center Manager Administration DVD-ROM. For example, <x>: \CCMA where <x> is the location of the DVD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver;<SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
On the Contact Center Manager Administration server, verify that the system successfully updated the driver as follows: a. Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. d. Click OK.
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If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to see if there were any error messages recorded during the xcopy command. Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll
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EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center - Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For details, see Step 8. “Install required hot fixes for third-party software” on page 458.
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Step 4. Install the Crystal Enterprise 10 Embedded software To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You do not need to purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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Click Exit.
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In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD. Contact Center Manager Administration
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In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
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Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information dialog box appears.
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Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type dialog box appears.
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Click the Full option button, and then click Next. Result: The Ready to Install the Application window appears.
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Click Next. Result: The system begins installing the software and the following window appears.
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When the installation is finished, the Completed window appears.
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Click Finish.
Installing Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 8. “Install required hot fixes for third-party software” on page 458.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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Click Exit.
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In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, located in the CCMA folder of the Contact Center Manager installation DVD.
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In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
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Click Next. Result: The Legal Disclaimer information appears.
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Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
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Read the warning and click Next. Result: The Select Components screen appears.
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Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
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Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
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Click Yes. Result: The InstallShield Wizard Complete window appears.
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Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for thirdparty software” on page 458.
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Step 5. Log into the same domain as the primary CCMA server The domain user you log on as must already exist on the domain controller, and must be a member of both the Administrators group and the Replicator group. In addition, this user must be configured to run as a service. Before you install the replicating server, you must know the ADAM service account options that are available to you based on the environment into which you install the replicating server. For details, see “Active Directory Application Mode and service accounts” on page 1634.
Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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In the System Properties window, click the Computer Name tab.
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To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option.
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In the Domain text box, type the name of the domain of which the Contact Center Manager Administration primary server is a member (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
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Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
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Type the name and password in the appropriate boxes.
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Click OK. Result: When the system has processed your change successfully, a window appears welcoming you to the domain that you specified.
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Restart the server when prompted to do so.
What is next? Install the Contact Center Manager Administration software. For details, see Section B:“Install the software on the replicating server” on page 421.
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Section B: Install the software on the replicating server
In this section Step 6. Install the software on the replicating server
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Step 7. Apply the same Service Update as on the primary server
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Step 8. Install required hot fixes for third-party software
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Step 6. Install the software on the replicating server Before performing the procedures in this chapter, you must install a primary Contact Center Manager Administration server by following the procedures in Chapter 3, “Install the software on the primary server.” Replication is possible only when the primary server and the replicating servers are members of the same domain. If your primary server was installed as a workgroup, you must first change the primary server to a domain before attempting to install a replicating server. If you reinstall Contact Center Manager Administration, or if you upgrade from an earlier version of Symposium Web Client, there are different steps that you must follow. For information, see Chapter 7, “Upgrading.” Before you begin the procedures in this step you must complete the following tasks:
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Read the Contact Center Planning and Engineering Guide. This guide contains important information about the Contact Center 6.0 data network and how the components of the suite work together. Read and complete the procedures in the Contact Center Installer’s Roadmap. This guide contains important information about the information that you need to collect about your network system to complete the Contact Center Manager Administration installation. Read and complete the procedures in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. This guide contains important information about server software and hardware requirements, and includes procedures for installing and configuring Windows Server 2003 on the application server. Verify that Internet Information Services (IIS) is installed. To do this, click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, IIS was successfully installed. If IIS does not appear, you must ensure that it is correctly installed before you proceed with the Contact Center Manager Administration installation. For information about
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installing IIS, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide. You must have administrator privileges in Windows Server 2003 to install Contact Center Manager Administration on the Contact Center Manager Administration server. ATTENTION
Note the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account, and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
Installing Contact Center Manager Administration on the replicating server 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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Insert the Contact Center Manager installation DVD in the DVD-ROM drive. Result: The Contact Center Manager DVD installer main menu appears.
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Select Contact Center Manager Administration from the components list.
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Click Install Result: The DVD Installer main menu disappears. The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, the installation continues.The Contact Center Manager Administration Setup Wizard window appears.
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Click Next. Result: The replication selection dialog box appears. In this window, you must choose whether you want to enable replication.
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Click Yes to enable replication. Result: The Welcome window for the ADAM setup wizard appears.
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Click Next. Result: The Customer Information dialog box appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options dialog box appears.
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Ensure that the ADAM and ADAM administration tools option is selected, and then click Next. Result: The Setup Options dialog box appears.
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Select the A replica of an existing instance option, and then click Next. Result: The Instance Name dialog box appears.
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In the Instance name box, type SymposiumWC, and then click Next. This is the name by which this instance of ADAM is identified. Contact Center Manager Administration
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For proper replication of Contact Center Manager Administration data, you must type SymposiumWC. Result: The Ports dialog box appears.
Based on the server configuration, the default values in this window vary, as follows:
LDAP port number is 389 and SSL port number is 636 OR
LDAP port number is 50000 SSL port number is 50001
To create a replicating configuration set of Contact Center Manager Administration servers, the port numbers entered in the Port window must match the port numbers used for the installation of the primary Contact Center Manager Administration server. As with the primary Contact Center Manager Administration installation, no other application must use these ports. 13
Check with your administrator to ensure that these ports match the port numbers used for the primary Contact Center Manager Administration installation with which you replicate.
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Check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers, and then in the LDAP port number and SSL port number boxes, type the new numbers, and then click Next.
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OR 15
If no other applications use the ports, accept the default values in the LDAP port number and SSL port number boxes, and then click Next. Result: The Joining a Configuration Set dialog box appears.
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In the Server box, type the name of the primary Contact Center Manager Administration server with which you want to replicate. If you do not know the name of the computer, perform the following steps. Otherwise, skip to step 17. a. Click Browse to locate the computer. Result: The Select Computer dialog box appears. b. In the Select this object type box, ensure that Computer appears. If it does not appear, click Object Types and select Computer. c. In the From this location box, ensure that your domain controller appears. If it does not appear, click Locations to select it. d. When these values are in the boxes noted, click Advanced. e. Click Find Now. Result: The list of available computers appears at the bottom of the window.
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f.
From the list of computers, select the primary Contact Center Manager Administration server with which you want to replicate, and then click OK. Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window. 17
In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set dialog box appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
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To select an administrative user before you can add this remote ADAM instance into the existing configuration set, select the This account option.
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In the Username box, enter the domain name followed by the username in the format <domain name>\<username>. For example, in the preceding
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figure, the domain name is APPTEST2, and the username is DomainUserX. ATTENTION
The domain user you select must exist on the domain controller, and must be a member of both the Domain Admins group and the domain controller builtin replicator group. In addition, this user must be configured to run as a service.
The domain user you select must exist on the domain controller, and must be a member of both the Administrators group and the Replicator group. In addition, this user must be configured to run as a service. 20
In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed. The Copying Application Directory Partitions dialog box appears.
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In the Available partitions box, select the partition DC=Nortelnetworks,DC=COM, and then click Add to move it to the Partitions to copy box. Tip: The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Contact Center Manager Administrationspecific ADAM instances have the DC=Nortelnetworks,DC=COM partition. (If this partition does not appear, this ADAM instance contains no Contact Center Manager Administration-specific data and you cannot replicate this instance.)
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Click Next. Result: The File Locations dialog box appears. This window displays the location where ADAM-specific files reside on the Contact Center Manager Administration server.
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Accept the default values, and then click Next. Result: The Service Account Selection dialog box appears.
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Choose the option for service account requirements of the ADAM instance that you create that best suits your network configuration, and then click Next. Because ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows domain environment in which you install ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. The values shown in this procedure are only sample values that you can choose if the Contact Center Manager Administration server is a Windows Server 2003 member server in a Windows 2000 domain. There are other possible configurations for which these values do not work. Therefore, you
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must choose the appropriate values based on your specific network configuration. See “Active Directory Application Mode and service accounts” on page 1634 and the Microsoft documentation for more information. Result: The ADAM Administrators dialog box appears. In this window, you specify an account or group that can be used to administer this ADAM instance.
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Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select Users or Groups dialog box appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you install ADAM). If the Contact Center
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Manager Administration server name does not appear, click Locations and browse to the correct computer name. 27
Click Advanced. Result: The the Select User or Group dialog box expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, select the Administrators group, and then click OK. Ensure that you click the Administrators (plural) group, as shown in the example. Groups are denoted by the double-head icon, while users are denoted by a single-head icon. Result: The Select User or Group window reappears, with the Administrators group shown in the lower portion of the window.
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Confirm that you selected the correct group (Administrators), and that it is on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown in the lower portion of the window.
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Click Next. Result: The Ready to Install dialog box appears.
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Confirm the installation components, and then click Next. Result: The Completed window appears, notifying you that ADAM is successfully installed.
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Click Finish. Result: The Customer Information dialog box appears.
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In the username and Organization boxes, type the appropriate information.
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To set up access restrictions for this Contact Center Manager Administration installation, select one of the following options.
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to also be able to log on to Contact Center Manager Administration.
ATTENTION
Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to be able to log on to Contact Center Manager Administration.
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Click Next. Result: The Simple Object Access Protocol (SOAP) Configuration Parameters dialog box appears.
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If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
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the server computer name. The results of a successful ping include the fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager Administration server are located outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For information about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267. 38
Click Next. Result: If you perform an installation without replication, the Port Configuration for ADAM window appears. If you perform an installation with replication enabled, the Web Site Type window appears; proceed to step 44. Based on the server configuration, the default values in the Port Configuration for ADAM window vary, as follows:
LDAP port number is 389 and SSL port number is 636 OR
39
LDAP port number is 50000 SSL port number is 50001
Before accepting these default values, check with your administrator to ensure no other applications use these ports. If so, ask your administrator to recommend new port numbers, and then in the LDAP port number and SSL port number boxes, type the new numbers.
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Click Next. Result: The Web Site Type dialog box appears.
You can install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, or you can install it as a virtual directory on an existing Web site. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 41
To install Contact Center Manager Administration as the default Web site, select the Default option, and then proceed to step 44. ATTENTION
For optimum performance, Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, select the Existing option.
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Click Next. Result: The Virtual Directory Name window appears with WClient as the default name.
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To change the name, type a new name. Do not use an underscore (_) in the virtual directory name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
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Click Next. Result: The Destination Folder dialog box appears.
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Review the default destination folder. To change the folder location, click Change and select a different location. To accept the default folder location, click Next. Result: The Ready to Install the Program dialog box appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Contact Center Manager Administration. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Contact Center Manager Administration installation until you install all required software.
Result: The Installing Contact Center Manager Administration progress window appears.
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If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
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Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. OR If the installation does not proceed, click Ignore. The installation proceeds.
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After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality. You are required to type the old password only if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is unavailable.
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In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 19. “Change the iceAdmin user account password (optional)” on page 544.
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In the Confirm Password box, type the password again. 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.
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If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 58. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator
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From the Select Domain Name list, select the name of the domain to add.
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In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
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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.
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In the Confirm Domain Account Password box, retype the domain account password.
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Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and registers the new password. After the system installs Active Directory Application Mode (ADAM), the Crystal Reports templates and Server SOAP templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
If the window does not appear, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required SOAP files. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
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Click Finish to exit the setup wizard. If you perform an installation with replication, this instance of ADAM has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer. ATTENTION
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After the ADAM installation is complete, the first time full replication takes place, you may have to wait for some time for it to finish. The amount of time required depends on the setup of the server (for example, whether it is in a domain, trusted domain, LAN, or a WAN) and the speed of the network. You cannot log on to Contact Center Manager Administration until replication is fully completed on the new Contact Center Manager Administration server. After replication is complete, you can use Contact Center Manager Administration. Replication is thereafter transparent to the user.
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Step 7. Apply the same Service Update as on the primary server When you apply Service Updates (SU) or Service Update Supplements (SUS) to one Contact Center Manager Administration server in a replicating set, you must apply the same Service Updates and Service Update Supplements to all Contact Center Manager Administration servers in the configuration set. This section includes procedures for downloading and applying the same Service Update as on the primary Contact Center Manager Administration server from www.nortel.com/espl. For more information about downloading and applying Service Updates, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches (DP).
Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
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Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.”
The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Every SU contains all the fixes included in previously released SU and SUS. Therefore, you need not sequentially install all SUSs that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A DP is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
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Apply the same Service Update or Service Update Supplement as on the primary server ATTENTION
When you install the latest Service Update, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the same Service Update or Service Update Supplement as on the primary server 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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In Windows Explorer, browse to the Supplementary SU folder located on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Download the same Service Update as is on the primary server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates are packaged as self extracting executable files.
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Download the same Service Update Supplement as is on the primary server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates Supplements are packaged as self extracting executable files.
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Extract the contents of the executable file to the location of your choice by running the executable file.
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Extract the contents of the .zip file(s) to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement to install. A message box asks if you want to read the readme file.
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Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you attempt to install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation stops and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update,” on page 1607.
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Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches.
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Click Next to remove the patches. After the system removes the patches, the installation of the new patch proceeds. See step 9.
The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: After the system installs the patch, the completed window appears. 11
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
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Repeat steps 6-11 to install other Service Update Supplements and Service Updates that correspond to those installed on the primary server.
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After all the SU and SUS are installed, close all windows and restart the server.
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Step 8. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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In Windows Explorer, browse to the folder,
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Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
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Nortel also recommends that you go to the Web site www.nortel.com/espl to check for any hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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What is next? Configure the Contact Center Manager Administration software by following the postinstallation procedures. For information, see Section C:“Postinstallation on the replicating CCMA server,” on page 461.
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Section C: Postinstallation on the replicating CCMA server
In this section Overview
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Step 9. Configure IIS settings for Report Creation Wizard
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Step 10. Add the IUSR_SWC account as the anonymous user account
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Step 11. Configure License Manager Service
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Step 12. Configure Logon Warning Message (optional)
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Step 13. Configure Real-Time Reporting
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Step 14. Configure Emergency Help
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Step 15. Configure SMTP and printers for Historical Reporting (optional)
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Step 16. Configure shared folders for Historical Reporting (optional)
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Step 17. Configure Scripting
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Step 18. Configure Agent Desktop Display parameters on the server
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Step 19. Change the iceAdmin user account password (optional)
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Step 20. Configure language support (other than English)
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Step 21. Install the XML Automated Assignments feature (optional)
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Step 22. Configure Internet Explorer
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Step 23. Copy latest user guides to the CCMA server
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Step 24. Other postinstallation tasks
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Overview This section describes how to complete the following postinstallation tasks:
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Adding the server to an existing domain Configuring IIS to support the Contact Center Manager Administration software Adding the IUSR_SWC account as the anonymous user account Configuring the various components of Contact Center Manager Administration on the server Configuring shared network folders for synchronizing reports Copying the latest user guides to the Contact Center Manager Administration server
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Step 9. Configure IIS settings for Report Creation Wizard For Report Creation Wizard to function, this task is required.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
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When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to
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In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
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In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Right-click on the RCW folder and click Properties. Result: The RCW Properties dialog box appears.
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Click Create to create an application. Result: RCW appears in the Application name box.
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From the Execute Permissions list, select Scripts and Executables.
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Click Apply to apply the changes.
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Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
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In the left pane, click the plus (+) sign next to
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In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
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Close all windows to complete the procedure.
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Step 10. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure contains the following two main tasks: 1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
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Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20.
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Click OK. Result: A window appears confirming that the password was set.
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Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
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Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
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Click Advanced. Result: The lower portion of the Select User window 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 window reappears with the IUSR_SWC account listed at the lower portion of the window.
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Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
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Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
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Click OK to save your changes.
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Close all windows.
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You must now run iisreset to complete the procedure. Click Start > Run.
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In the text box, type iisreset.
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Click OK.
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Close all windows to complete the procedure.
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Step 11. Configure License Manager Service You can use the License Manager Service—Configuration Setup utility:
to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server. to log the debug trace for the License Manager Service events.
On a stand-alone server, the License Manager Service must be configured after Contact Center Manager Administration is installed in order for the Report Creation Wizard component to function. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address/port number is already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service—Configuration Setup window appears.
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In the Primary Server’s IP Address boxes, type the primary IP address.
6
In the Primary Server’s Port box, type the primary port number. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only.
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If available, in the Standby Server’s IP Address boxes, type the standby IP address.
8
If available, in the Standby Server’s Port box, type the standby primary port number. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only. Result: The LM Service log file (LMService.log) location appears. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service log level list, select one of the following:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug in the LM Service Log Level box, type the log file size. Default is 1 MB.
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Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK. Result: A dialog box appears, prompting you to restart the License Manager Service.
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Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service has restarted.
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Click OK.
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Close all windows to complete the procedure.
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Step 12. Configure Logon Warning Message (optional) You can customize a warning message that appears when users attempt to log onto the Contact Center Manager Administration server. By default, this feature is enabled in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your Administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 13. “Configure Real-Time Reporting” on page 487.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
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In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
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In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
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In the Interactive logon box, type your message title.
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Click Apply.
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Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
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Select Properties from the menu. Result: The Interactive Logon dialog box appears.
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In the Interactive logon box, type your warning message.
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Click Apply.
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Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
14
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text” on page 482.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 13. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
the Contact Center Manager Administration server receiving IP multicast address (the address it uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server) the Contact Center Manager Administration server sending IP multicast address (the address it uses to send multicast data)
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Contact Center Manager Server uses to send data must be configured on Contact Center Manager Server. This address is listed in the IP Multicast Group box. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server,” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you may do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network. 488
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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In the left pane, under Applications, click Real-time Reporting.
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In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties window appears.
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In the IP Receive Address and IP Send Address boxes, type the correct address information. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration.
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The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
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If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager
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Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR
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To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
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In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the
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client indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
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Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service has restarted successfully.
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Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 14. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server. Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
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In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
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In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs. See the checklist in Step 2. “Install your remote support access tool” on page 383 to verify the IP Send address that you chose for the Contact Center Manager Administration server to send Emergency Help data to client PCs (item 16 of the worksheet).
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Select the Restart Emergency Help Service check box.
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Click OK. Result: The system restarts Emergency Help.
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Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 15. Configure SMTP and printers for Historical Reporting (optional) This step documents the procedures for the following tasks: 1.
Configuring SMTP for Historical Reporting—This task is required to send an e-mail notification to report recipients when the Historical Report component generates a scheduled report.
2.
Configuring printers for Historical Reporting—This task is required to print scheduled historical reports to a network printer.
Configure SMTP for Historical Reporting When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure an SMTP server on the Contact Center Manager Administration server. To use SMTP, Internet Information Services (IIS) and Microsoft Active Directory Application Mode must be installed on the Contact Center Manager Administration server. Verifying that an SMTP server is installed 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside
After you verify that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting. 498
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If an SMTP server was not installed, consult the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide for the procedures to install an SMTP server. Configuring the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Contact Center Manager Administration sends e-mail notifications. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
In the left pane, click the plus sign (+) beside
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the menu. Result: The Default SMTP Virtual Server Properties window appears.
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Click the Delivery tab.
Result: The Delivery page appears. 5
Click Advanced. Result: The Advanced Delivery window appears.
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In the Fully qualified domain name box, type the domain name of the Contact Center Manager Administration server:
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Click Check DNS to validate the domain name. Click OK.
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In the Smart host box, type the host name of the Microsoft Exchange server. The smart host name must be the name of a valid mail server. Check the properties of your Microsoft exchange server to find the Smart Host name, or contact your System Administrator.
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Click the Attempt direct delivery before sending to smart host check box.
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Click the Perform reverse DNS lookup on incoming messages check box.
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Click OK to close the Advanced Delivery window.
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Click the Access tab.
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Click Authentication.
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Ensure that the Basic authentication check box is cleared.
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Ensure that the Anonymous Access check box is selected.
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Click OK to close the Authentication window.
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Click Connection. Result: The Connection window appears.
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Click All except the list below.
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Click OK.
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To track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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Click the Messages tab.
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Ensure that all check boxes are selected.
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In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
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Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting When you schedule Contact Center Manager Administration to generate historical reports, you must configure a printer to print the scheduled historical reports. Before you set up default printers, you must:
have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, you can select one of the follow three options. Option 1—Configure the CCMA server to point to a network printer Option 2—Configure a default network printer that uses the Contact Center Manager Administration server as the print server Option 3—Configure a network shared printer connected to a print server other than the Contact Center Manager Administration server Procedures for each of these options are documented in this section. Choose the option that is most appropriate for your organization. You can set up as many printers as your operating system supports. However, only five scheduled reports are processed simultaneously. The remaining scheduled reports wait in queue and get processed on first-in, first-out basis. This is done to provide higher priority to the ad hoc reports. You can use any of these printers to print reports and scripts, provided that they are configured according to one of the following procedures.
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Option 1: Configuring a network printer on the CCMA server In this procedure, you configure a network printer on the Contact Center Manager Administration server so you can print ad hoc and scheduled historical reports and scripts to a network printer. To do this, you must configure an LPT port on the Contact Center Manager Administration server to use the network printer; and then add a local printer on this same LPT port on the Contact Center Manager Administration server. 1
Log on to the Contact Center Manager Administration server as Administrator,
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Click Start > Run.
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In the Open box, type cmd to open an MS-DOS prompt.
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At the prompt, type net use <port> [\\<print server name>\<printer share name>] / USER:<print server name>\Administrator /PERSISTENT:YES For example, if the port is LPT1, the print server name is printserv, the printer share name is HPLaser4, type net use lpt1 [\\printserv\HPLaser4] / USER:printserv\Administrator /PERSISTENT:YES The printer share name is case-sensitive.
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Press Enter. Result: A message appears, telling you that the password for the printer is invalid, and asking you to type the password.
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At the prompt, type the administrator password for the server to which the printer is attached.
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Press Enter. Result: If you enter the correct values, the following message appears: “The command completed successfully.”
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On the Contact Center Manager Administration server, set up a local printer for the same LPT port used in the preceding steps. (In this example, LPT1 is used.) Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
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Double-click the Add Printer icon. Result: The Add Printer window appears.
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Click Next. Result: The Local or Network Printer window appears.
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Accept the default so that Local Printer is selected.
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Clear the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select the Printer Port window appears.
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Click Use the following port, and then, from the list of ports, select the port you typed in step 4.
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Click Next. Result: The Add Printer Wizard window appears.
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In the Manufacturer and Printers boxes, select the appropriate information for your printer.
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Click Next. Result: The Use Existing Driver window appears.
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Choose the appropriate option in the Do you want to keep the existing driver or use the new one? dialog box.
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Click Next. Result: The Name Your Printer window appears.
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In the Printer name box, type the name of your printer.
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Under the question, Do you want to use this printer as the default printer?, click Yes.
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Click Next. Result: The Printer Sharing window appears.
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Click Do not share this printer, and then click Next. Result: The Print Test Page window appears.
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Click No, and then click Next. Result: The Completing the Add Printer Wizard window appears.
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Click Finish. Result: The network printer is configured as the default printer on the Contact Center Manager Administration server.
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Every time you need to reboot the Contact Center Manager Administration server, the system prompts you to reconnect the share connection to this network printer. At the prompt, type the administrator password for the server on which the printer is configured (the same password you typed in step 5). Deleting the connection to the default network printer
If you no longer need to print reports or scripts to the default network printer, you can delete the shared LPT port used for this connection on the Contact Center Manager Administration server. 1
To verify which LPT port is used for the default network printer connection, log on to the Contact Center Manager Administration server as the administrator, and then click Start > Run.
2
In the Open box, type cmd to open an MS-DOS prompt.
3
At the prompt, type net use, and then press Enter. Result: The system lists the shared resources on the server.
4
From the list of shared resources, locate the LPT port used for the default network printer connection.
5
To delete the share connection for this port, at the MS-DOS prompt, type net use <port name> /delete where <port name> is the port used for the default network printer connection (for example, if your port is LPT1, type net use lpt1 /delete).
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Press Enter. Result: The following message appears: “<port name> was deleted successfully.”
Option 2: Configuring a default network printer that uses the Contact Center Manager Administration server as the print server The following procedure outlines how to set up a network printer that uses the Contact Center Manager Administration server as the print server. If you require additional information about adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your contact center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration.
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The following procedure is valid for network printers that have a standard TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
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Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
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Click Next. Result: The Local or Network Printer window appears.
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Accept the default so that Local printer attached to this computer is selected.
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Clear the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select a Printer Port window appears.
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Select Create a new port.
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From the Type of port list, select Standard TCP/IP Port.
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Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
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Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Next. Result: The Add Port window appears.
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In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
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Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Finish. Result: After a few moments, the Install Printer Software window appears.
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In the Manufacturer and Printer boxes, select the appropriate information for your printer.
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Click Next. Result: The Name Your Printer window appears.
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Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing Window appears.
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Accept the default with Share name selected.
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Click Next. Result: The Location and Comment window appears.
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Type information in the Location box and Comment box (optional).
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Click Next. Result: The Print Test Page window appears.
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Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
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Click Finish.
Option 3: Setting up a network shared printer connected to a print server other than the Contact Center Manager Administration server The following procedure outlines how to set up a default network printer that is connected to a print server other than the Contact Center Manager Administration server (for example, a UNIX server). If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the Contact Center Manager Administration server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the Contact Center Manager Administration server. You can install this utility from the Windows Server 2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/
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Remove Windows Components > Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
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Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select the Printer Port window appears.
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Click Create a new port.
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From the Type list, select LPR port.
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Click Next. Result: The Add LPR Compatible Printer window appears.
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In the Name or address of server providing lpd box, type the DNS name or IP address of the print server.
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In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
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Click OK to close the window and return to the wizard.
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Follow the remaining prompts in the wizard to finish installing the printer.
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Step 16. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled report exports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create this shared folder, you can select one of the following options:
Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration's shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read/ delete access for each applicable user). For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC. Contact Center Manager Administration Server Configuration
1
Scheduled Report Account (using iceAdmin Password Change Utility)
CCMA on a workgroup iceAdmin OR CCMA on a network domain
2
CCMA on a network domain
Steps required to export scheduled report to client PC
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server. 2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
Domain account (that is, the CCMA server is set up for Domain account for Scheduled Reports)
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You can export scheduled reports only to client PCs that are within the same domain as the Contact Center Manager Administration server. To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When the administrator changes the iceAdmin password on the Contact Center Manager Administration server, the administrator must change the iceAdmin password on the client PC to match the new password on the Contact Center Manager Administration server.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
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To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration.
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In this window, when you click Submit, the system synchronizes the changes that you have made to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Before you can use this feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list.
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup),” on page 515. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security Contact Center Manager Administration
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account of the server default Web site to the network domain account,” on page 524. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Create a shared network folder (Contact Center Manager Administration server member of network domain),” on page 524. Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, see “Option 1: Sharing the folder with read permissions for the Everyone account and enabling Guest account on the network PC,” on page 515. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For details, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server),” on page 519.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enabling Guest account on the network PC 1
On the network PC, create a folder to store your user-created report templates.
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On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone.
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Select the Allow check box for Read.
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Ensure that no other check boxes are selected.
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Click Apply.
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Click OK. Result: The
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Click OK to save your changes and close the
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You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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In the right pane, double- click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
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Clear the Account is disabled check box, and then click OK.
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Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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On the network PC, create a folder to store your user-created report templates.
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You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those which are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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In the User name box, type IUSR_SWC.
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Type any values in the Full name and Description boxes.
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In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
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In the Confirm password box, type the same password again.
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Clear the User must change password at next logon check box.
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Select the Password never expires check box.
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Click Create.
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Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
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Click Close to close the New User dialog box. Result: The two new accounts appear in the Computer Management window in the Users folder.
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Now you must grant Read permissions to both these accounts, as follows: On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions window appears.
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Select Everyone (if available).
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Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
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Click Add. Result: The Select Users or Groups window appears.
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Click Advanced. Result: The bottom portion of the window expands.
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Click Find Now. Result: A series of users appears in the bottom portion of the window.
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Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups window.
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Click OK. Result: The account appears at the top of the Permissions window.
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Select IUSR_SWC at the top of the Permissions window, and then, at the bottom of the window, ensure that there is a check mark beside Read under the Allow column.
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Click Apply.
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Perform steps 21 to 27 to add Read permissions for the iceAdmin user account.
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Click OK to save your changes and close the
Create a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using the following procedure, you can proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 530.
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Obtain the network domain account name from your System Administrator.
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First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
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In the right pane, double-click the Groups folder.
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From the list of groups in the right pane, double-click Backup Operators.
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Click Add.
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Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
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Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
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You must now set up the Internet Information Services (IIS) security account. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
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Click Advanced. Result: The lower portion of the Select User window expands.
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Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
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Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
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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 network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
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Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
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In the Password box, type your domain account password.
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Click OK. Result: The Confirm Password window appears.
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Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
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Click OK to save your changes.
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Close all windows.
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You must now reset IIS. Click Start > Run.
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Type iisreset.
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Click OK.
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You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 530. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server,” on page 534.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC In this procedure, your server and the network PC must be members of the same network domain. Additionally, you must the directory security account of the server default Web site to the network domain account. If you user the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 524, before you begin the following procedure.
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On the network PC, create a folder to store your user-created report templates
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On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone, and then select the Allow check box for Read. All other check boxes should be clear.
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Click Apply.
9
Click OK. Result: The
10
Click OK to save your changes and close the
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
13
Double click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
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On the General page, clear the Account is disabled check box, and then click OK.
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Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 524, before you begin the following procedure.
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Before you perform this procedure, ask your network administrator which domain account on the Contact Center Manager Administration server is used for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you synchronize the imported report template only when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone (if available).
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Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
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Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
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Click Find Now. Result: A series of users appears.
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Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
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Click OK. Result: The account appears at the top of the Permissions dialog box.
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Select the account, and then ensure that the Allow check box is selected for Read.
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Click OK.
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Click OK to save your changes and close the
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Step 17. Configure Scripting To print scripts from the Scripting component, you must ensure that there is a default printer configured on the client PC.
To set up a default printer for Scripting To print scripts while using the Scripting component, you must first configure a default printer on the client PC. For detailed information about this procedure, see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC To export script files to a client PC, you must have the correct access privileges to save files to the client PC. For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information about creating and mapping folders, see your Microsoft documentation.
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Step 18. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see “Configure RealTime Reporting” on page 487. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
7
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
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In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
Click Save.
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Step 19. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed to Step 20. “Configure language support (other than English)” on page 548. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin of domain account password, you must reset it. For information, see “Resetting the iceAdmin password in Windows,” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you can perform this procedure.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The iceadmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again.
8
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.
9
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
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In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 20. Configure language support (other than English) If work in English only across all platforms, you can skip this step and proceed directly to Step 21. “Install the XML Automated Assignments feature (optional)” on page 568. If you want your Contact Center Manager Administration to support languages other than English, you must configure language support by following the procedures in this section. Contact Center Manager Administration supports two levels of language support:
Solely internationalized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are in English, but you have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone. International and Localized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are translated into one of four supported languages (French, German, Traditional Chinese, Japanese). You also have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone.
To configure Contact Center Manager Administration to work in a solely internationalized environment (other than English), you must complete the following tasks:
548
1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see“Language families and compatibility,” on page 552.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see“Editing the locales.dat file,” on page 554. Contact Center Manager Administration
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3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings,” on page 556.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see“To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server,” on page 558.
To configure Contact Center Manager Administration to work in an international and localized environment (other than English), you must complete the following tasks. 1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see“Language families and compatibility,” on page 552.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “Editing the locales.dat file,” on page 554.
3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings,” on page 556.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see“To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server,” on page 558.
5.
Prepare the Contact Center Manager Administration server for installing the language pack. For details, see“Prepare the server for installing a language pack,” on page 558.
6.
Install the language pack on the Contact Center Manager Administration server. For details, see “To install a language pack,” on page 559.
7.
Change the language preferences in Internet Explorer for the Contact Center Manager Administration server (only if you use the Contact Center
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Manager Administration server as a client PC). For more information, see “To set the language preferences in Internet Explorer,” on page 564. ATTENTION
When installing and configuring the software on the Contact Center Manager Administration server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the Contact Center Manager Administration server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Contact Center Manager Administration.
Using Contact Center Manager Administration in an international and localized environment (other than English) If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Latin 1 language family and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Japanese language family and you install the Japanese language pack on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in Japanese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility,” on page 552. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Traditional Chinese language family and you install the Traditional Chinese language pack on the Contact Center Manager Administration server, users in 550
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the same contact center can view Contact Center Manager Administration in Traditional Chinese or English by changing the language preference settings in their browser. Note: English is supported in this environment for reasons outlined in “Language families and compatibility,” on page 552.
Co-resident servers If your Contact Center Manager Administration is co-resident with other Contact Center 6.0 applications, certain limitations apply with respect to working in languages other than English. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server and Communication Control Toolkit, Contact Center Manager Administration does not support French, German, Traditional Chinese, or Japanese Windows operating systems. Contact Center Manager Administration only supports English operating systems. On co-resident servers that contain Contact Center Manager Server and Contact Center Manager Administration, the only supported language versions of the Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German Windows operating systems. Contact Center Manager Administration supports English, Traditional Chinese, and Japanese Windows operating systems only.
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Language families and compatibility For Contact Center Manager Administration to function properly, the language family of the operating systems must be the same across all platforms in the network—the Contact Center Manager Administration server, client PCs, and Contact Center Manager Server. That is, the operating systems of each of the platforms are only compatible if the languages versions of the operating systems belong to the same language family. There are three language families that Contact Center Manager Administration recognizes:
Latin 1—Includes all the Western European languages that use the Latin 1 character set (including English, French, German) Traditional Chinese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family Japanese—This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family
Although English belongs to the Latin 1 language family, the character sets for English are included in all language families. Therefore, you can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Compatibility and the Latin 1 language family As long as the language versions of the operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and the client PC belong to the same language family (for example, Latin 1), the platforms can coexist on the same network. For example, in your network you can have a server in Contact Center Manager Server that has an English operating system, a Contact Center Manager Administration server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin 1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC browser determines the language in which the application appears.
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This is particularly useful if your contact center supports multiple languages, such as English and French. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or French (or even German because it belongs to the same language family), just by changing the browser settings on their PC. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the same language family, and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German operating systems. It supports English, Traditional Chinese, and Japanese operating systems only. Compatibility and the Japanese language family Because Japanese belongs to its own language family, you can only view and enter Japanese text in Contact Center Manager Administration if you install Japanese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Japanese, install the Japanese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Japanese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Japanese by changing the browser settings on their PC. While it is possible to switch from Japanese to English and vice-versa, it is not possible to switch from Japanese to Traditional Chinese because these languages belong to different language families.
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Compatibility and the Traditional Chinese language family Because Traditional Chinese belongs to its own language family, you can only view and enter Traditional Chinese text in Contact Center Manager Administration if you install Traditional Chinese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Traditional Chinese, install the Traditional Chinese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Traditional Chinese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Traditional Chinese by changing the browser settings on their PC. While it is possible to switch from Traditional Chinese to English and viceversa, it is not possible to switch from Traditional Chinese to Japanese because these languages belong to different language families. Operating systems and the Contact Center Manager Server When installing language packs on Contact Center Manager Administration you must ensure that the required language version of Windows Server 2003 is installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server Release 6.0 US English software is installed on the US English version, or the appropriate localized version, of Windows Server 2003. For Japanese, ensure that the Japanese version of Windows Server 2003 is installed. For Traditional Chinese, ensure that the Traditional Chinese version of Windows Server 2003 is installed.
Editing the locales.dat file The locales.dat file controls the character set that is used for communication between the Contact Center Manager Administration and the Contact Center Manager Server. To edit the locales.dat file, you can use the utility that comes with Contact Center Manager Administration and is stored on the Contact Center Manager Administration server. You can access this utility from the 554
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Contact Center Manager Administration server when used as a client PC, by first logging on to Contact Center Manager Administration, and then opening the utility through the browser window. With this utility, you can configure the system to handle the character set of the language family with which you want Contact Center Manager Administration to work. 1
From the Contact Center Manager Administration server when used as a client PC, open Internet Explorer and log on to Contact Center Manager Administration. If this is the first time you log on to Contact Center Manager Administration, you need to complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before you can complete the steps in this procedure.
2
In the browser address box, type http://
3
Press Enter. Result: The utility appears.
4
Click Browse to navigate to the c:\sybase\locales\locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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From the Language Option list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
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Click Set Locale to save your changes.
Changing the Windows Regional Settings If you use either the Japanese or Traditional Chinese versions of Contact Center Manager Administration, you must change the Regional Settings on the Contact Center Manager Administration server. It is not necessary to perform this procedure if you use the English, French, or German versions of the software because all of these languages are displayed properly with the Regional Settings set to the default language, English. You must insert the operating system CD in the server before you perform this procedure. 1
On the Contact Center Manager Administration server, click Start > Control Panel > Regional and Language Options. Result: The Regional and Language Options window appears.
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Click the Languages tab. Result: The Languages tab appears.
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Select the Install files for East Asian languages check box. Result: The system installs the appropriate language files from the operating system CD.
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Click the Regional Options tab.
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On the Regional Options page, from the list in the Standards and formats section, choose the appropriate locale:
6
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server For Traditional Chinese and Japanese, you need to ensure that the required Service Updates are on the Contact Center Manager Server. For details about how to install Service Updates, refer to the Contact Center Manager Server Installation and Maintenance Guide. The following Service Updates must be installed on the Contact Center Manager Server:
For Japanese, the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software. For Chinese, the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software.
Prepare the server for installing a language pack Before you install a language pack ensure that:
the Contact Center Manager Administration software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. you install required language version of Windows Server 2003 Enterprise Edition or Standard Edition for the language packs that you wish to install. For example: Windows Server 2003 Enterprise Edition or Standard Edition Latin 1 language support (or the localized version of the operating system) for French or German language packs the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition for Japanese language packs the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition for Traditional Chinese language packs. there are at least 225 megabytes (MB) of free disk space on the Contact Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack. 558
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To install a language pack The default language setting for the Contact Center Manager Administration software is English. However, the Contact Center Manager installation DVD includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen. Follow the procedure in this section to install a language pack on the Contact Center Manager Administration server. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. For more information, see “Uninstalling a language pack,” on page 567.
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Installing a language pack 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add New Programs. Result: The Add or Remove Programs window appears.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears
5
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Contact Center Manager installation DVD, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
7
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the Welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install. Result: The Installing Contact Center Manager Administration - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Tip: To view the language packs that you install on the server, click Start > Control Panel > Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
To set the language preferences in Internet Explorer You must perform this procedure on each client PC that connects to the Contact Center Manager Administration server to use Contact Center Manager Administration. Perform this procedure on the Contact Center Manager Administration server only if you use it as a client PC. If did not install and configure a client PC, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before you complete the steps in this procedure. You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser.
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In addition to these steps, you must also set the proper security level settings in the browser. For more information, see Step 3. “Configure Internet Explorer” on page 267. Setting the language preferences 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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Click Languages. Result: The Language Preferences window appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Contact Center Manager Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window.
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In the Language box, click the appropriate language.
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Click Move Up until the language appears at the top of the box. Contact Center Manager Administration
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Click OK to close the Language Preferences window.
8
Click OK to close the Internet Options window.
Uninstalling a language pack To uninstall a language pack, follow this procedure. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the Add or Remove Programs window, select the language pack that you want to uninstall.
3
Click Remove.
4
The program asks you to confirm your choice. Click Yes.
5
The program removes the language pack from the Contact Center Manager Administration server.
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Step 21. Install the XML Automated Assignments feature (optional) You can use the XML Automated Assignments feature to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. This is an optional feature that is used in conjunction with the Contact Center Management component. If you do not want to install this feature, installation and configuration of Contact Center Manager Administration is complete. You can now proceed to Step 22. “Configure Internet Explorer” on page 571. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their Web site at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site. For overview information and details about using the XML Automated Assignments feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click the file Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information window appears.
6
Type your username and the name of your organization, and then click Next. Result: The Destination Folder window appears.
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Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files that it cannot parse due to error, or accept the default folders shown.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install to install the program with the settings you chose (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
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Click Finish to complete installing the program.
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Step 22. Configure Internet Explorer To access Contact Center Manager Administration with a client PC, you must configure the browser (Internet Explorer 6.0 with the latest supported service pack) on each client workstation. When you configure Internet Explorer 6.0, you configure the Contact Center Manager Administration server as a Trusted Site, and either disable all cookies or block cookies to the desired level of security. The supported operating systems for Internet Explorer 6.0 on the client PC are:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
The supported operating systems for Internet Explorer 7.0 on the client PC are:
Windows XP with Service Pack 2 (SP2)
Windows XP Professional x64 Edition
Windows Server 2003 with Service Pack 1 (SP1)
For information about security issues and Internet Explorer, see “About ActiveX control security,” on page 571. In order for all components of Contact Center Manager Administration components to function correctly, you must disable pop-up blockers on Internet Explorer. For details, see “To disable pop-up blockers on Internet Explorer,” on page 579.
About ActiveX control security This section includes information about security issues related to ActiveX Controls. It is separated into three main parts:
digital signatures
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code signing certificates (for digital signatures)
Trusted Sites zone and Safe for Scripting
Digital signatures All controls provided with Contact Center Manager Administration are in .cab files that are digitally signed either by Nortel or by the third-party vendor of origin. Signing the .cab file verifies that the software originated from a trusted source. The signed .cab file cannot be altered without invalidating the signature, which validates that the contents of the .cab file (including the control) also originated from a trusted source. If the browser security settings stipulate that a control must be signed before being downloaded, Internet Explorer checks whether the .cab file containing the control is signed before downloading an ActiveX control to the client PC. If the signature is valid, the control is downloaded to the client PC. Code signing certificates (for digital signatures) A code signing certificate is used by software publishers to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file has originated from a trusted source and has not been altered since it was originally published. This type of certificate is valid for a specified period of time (usually one year) during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. SSL certificates are different in that they are not useful once they expire. For Contact Center Manager Administration, Nortel uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Contact Center Manager Administration are timestamped against VeriSign servers. For information about VeriSign code signing certificates, see www.verisign.com. 572
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Trusted Sites Zone and Safe for Scripting Contact Center Manager Administration uses some controls that are not marked as safe for scripting. To run these controls, you must set the Internet Explorer security setting Initialize and script ActiveX Controls not marked safe for scripting to Enable (see Step 2. “Upgrade the browser on client workstations” on page 266 for more details). Because this setting is required, Nortel recommends that you add the Contact Center Manager Administration server as a Trusted Site in Internet Explorer. When you do so, the security settings required by Contact Center Manager Administration do not apply to other Web sites in the intranet and Internet zones. This is seen as a more secure solution because it limits the access to these controls. If these controls are marked as safe for scripting, they are available to all intranet and Internet zone Web sites; however, because these controls are not marked safe for scripting, they are only available to trusted sites, a more secure solution.
To configure Internet Explorer 6.0 or later on the client PC If the client PC is running Windows XP Service Pack 2, in addition to the following procedures, there are additional steps that you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2,” on page 581. If the client PC is running Windows Server 2003 with the latest supported service pack, in addition to the following procedures, there are additional steps you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack,” on page 583.
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Configuring Internet Explorer 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
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Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time it is required by the Contact Center Manager Administration component in which you work. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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12
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites window appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
23
Click OK to return to the Internet Options window.
24
Click the Advanced tab.
25
Under Browsing, clear the Reuse windows for launching shortcuts check box.
26
Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
To disable pop-up blockers on Internet Explorer For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways:
Allow pop-ups from Contact Center Manager Administration only. Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
If you have a third-party pop-up blocker, you must disable it as well. Allowing pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
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Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
5
In the Address of website to allow box, type the Contact Center Manager Administration URL.
6
Click Add.
7
Click Close.
8
Click Apply.
9
Click OK.
Turning off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
Turning off third-party pop-up blockers This procedure is applicable to the Yahoo pop-up blocker. If you have other types of pop-up blockers on Internet Explorer, you must follow a similar procedure to disable them.
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1
Open the Internet Explorer browser window.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off. Note: The button is usually to the left of the Highlight button.
3
Click the button that says Pop-Up Blocker Is On or that says Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Ensuring display settings are configured for Western European (ISO) For pages to properly appear in Internet Explorer, you must ensure that the display settings for Internet Explorer are configured for Western European (ISO). 1
Open the Internet Explorer browser window.
2
In Internet Explorer, select View > Encoding. Result: The Encoding selection menu appears.
3
Ensure that Western European (ISO) is selected.
4
Close all windows to complete the procedure.
Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2 If the client PC is running Windows XP Service Pack 2, in addition to the procedures in “To configure Internet Explorer 6.0 or later on the client PC,” on page 573, you must either add Internet Explorer to the firewall exceptions list or open multicast and unicast ports. Adding Internet Explorer to the firewall exceptions list For more information about adding programs or services to the firewall exceptions list, consult www.microsoft.com. 1
On the client PC, click Start > Control Panel > Security Center > Windows Firewall.
2
On the Exceptions tab, under Programs and Services, select Internet Explorer, and proceed to step 4.
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OR If Internet Explorer is not listed, on the Exceptions tab, click Add Program. 3
In the Add a Program dialog box, click Internet Explorer, and then click OK. Result: Internet Explorer appears, selected, on the Exceptions tab, under Programs and Services.
4
Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you can open the multicast and/or unicast ports. For information, see the following procedure. Opening multicast and unicast ports in Windows XP with Service Pack 2 For more information about opening ports, consult Microsoft documentation at www.microsoft.com. The following ports must be opened individually using the following procedure:
Emergency Help, UDP 8200 Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130 Unicast real-time reports, UDP 7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1
Click Start > My Network Places.
2
Under Network Tasks, click View Network Connections.
3
Right-click the connection that you use for the Internet, and then click Properties.
4
Click the Advanced tab, and then click Settings. If the Settings button is unavailable, Internet Connection Firewall is not enabled on this connection, and you do not have to open any ports (because they are all already open).
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Click Add to open a new port.
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In the Description box, type a name for the port. For example, type File Sharing: Port 445.
7
In the Name or IP address of the computer hosting this service on your network box, type 127.0.0.1. You can specify the IP address of an internal computer. But you typically use 127.0.0.1.
8
In the External port and Internal port boxes, type the port number. Generally, this number is the same.
9
Click either TCP or UDP, and then click OK.
10
Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service Pack 2, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is on the Partner Information Center (PIC) Web site at www.nortel.com/pic.
Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions. Configuring Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in “To configure Internet Explorer 6.0 or later on the client PC,” on page 573.
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1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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7
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Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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Click OK. Contact Center Manager Administration
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If you enable ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears. 11
Click OK to exit the Internet Options window.
12
On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings window appears.
13
In the Address of Web site to allow field, type the Contact Center Manager Administration Web site address (for example, http://pbrwd0p0)
14
Click Add.
15
Click Close.
16
Restart Internet Explorer to activate your changes.
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Step 23. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration.The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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How to install and configure the replicating server (optional)
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Step 24. Other postinstallation tasks This section describes other postinstallation tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform the following tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”.
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
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Part 2 Upgrading to Contact Center Manager Administration 6.0 and migrating data
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Installation and Maintenance Guide
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Chapter 7
Upgrading In this chapter Overview
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Compatibility with CCMS and SCCS
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Planning your upgrade
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Upgrading access classes and partitions
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Timing
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Overview This chapter describes supported upgrades to Release 6.0 of Contact Center Manager Administration, and other important information to consider before performing the upgrade.
Supported upgrade paths in Release 6.0 You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client when installed on a Windows Server 2003 platform to Release 6.0 of Contact Center Manager Administration. You must also ensure that you install the latest supported Service Pack for Windows Server 2003 before you upgrade to Contact Center Manager Administration 6.0. Windows Server 2003 Service Pack 2 is supported with Contact Center Manager Administration 6.0 SU04 or later only. Before you install Windows 2003 Server Service Pack 2, you must install ADAM Service Pack 1 first. You can install SU04 before or after you install the service pack. To view the installation order for an upgrade, see “Install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration” on page 1619. For more information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. If a Windows 2000/Advanced Server platform supports your Symposium Web Client 4.5 SUS0601 v1, you must migrate your Symposium Web Client 4.5 to a Windows Server 2003 platform before you can upgrade to Contact Center Manager Administration 6.0. For detailed procedures, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” If you have a release of Symposium Web Client prior to version 4.5, you must upgrade to Symposium Web Client 4.5 SUS0601 v1 before you upgrade to Contact Center Manager Administration 6.0. For details about upgrading to Symposium Web Client 4.5, refer to the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.
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Upgrades compared to migrations Upgrade and migration requirements differ. Upgrades If Symposium Web Client or Contact Center Manager Administration software is currently installed, and you want to upgrade to the next release of the software on the same operating system platform, you can perform an upgrade of the software. Migrations If Symposium Web Client 4.5 SUS0601 v1 is installed on a Windows 2000 Server/Advanced Server platform, and you want to install the Contact Center Manager Administration Release 6.0 software, which is only supported on Windows Server 2003, you must migrate the data to a new computer that has Windows Server 2003. This new computer must also have Symposium Web Client 4.5 SUS0601 v1 installed. After you migrate the data, you can upgrade to Contact Center Manager Administration Release 6.0. Similarly, if you Symposium Web Client 4.5 SUS0601 v1 is installed on your current server and you want to upgrade to Contact Center Manager Administration 6.0 on a new server, you must migrate your data to the new server either before or after you upgrade the software. When you migrate data, you must install the same software version and Service Update on the target server. For example, if Symposium Web Client 4.5 with SU06 is installed on the existing server, you must install Symposium Web Client with SU06 on the target server.
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Compatibility with CCMS and SCCS When you upgrade and migrate to Contact Center Manager Administration 6.0, you must ensure that all servers are compatible. Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration is incompatible with previous releases of Symposium Call Center Server (that is, earlier than Version 5.0 with SUS0504). If you install Contact Center Manager Administration 6.0 on a co-resident server, you must install Contact Center Manager Server 6.0 first. You cannot install Contact Center Manager Administration 6.0 on a co-resident server with Symposium Call Center Server Release 5.0. You can use Contact Center Manager Administration to administer a Release 5.0 Symposium Call Center Server in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later). To administer Contact Center Manager Server 6.0 (or later), you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration.
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The following matrix shows the compatibility between Contact Center Manager Server 6.0 (and previous versions) and Contact Center Manager Administration 6.0 (and previous versions). Classic Client
Symposium Web Contact Center Manager Client 4.5 Administration 6.0
Symposium Call Center Server 4.0
Yes
Yes
No
Symposium Call Center Server 4.2
Yes
Yes
No
Symposium Call Center Server 5.0 SUS0504
Yes
Yes
Yes, with limitations (see Notes)
No
Yes
Contact Center Manager No Server 6.0
You can use Contact Center Manager Administration 6.0 to administer Symposium Call Center Server 5.0 with the minimum update of SUS0504, however not all of the features and functionality of Contact Center Manager Administration 6.0 are available in this configuration. For example, the SIP (Session Initiation Protocol), Universal Networking, and Open Queue features are only available when Contact Center Manager Administration 6.0 is administering a Contact Center Manager Server 6.0. Additionally, there are limitations for maximum number of script variables (20), and the character limit on a script (30 000) when a Contact Center Manager Administration 6.0 is supporting a Symposium Call Center Server 5.0 SUS0504. Contact Center Manager Administration 6.0 is supported in the co-resident configuration only with Contact Center Manager Server 6.0 (for example, Contact Center Manager Administration 6.0 is not supported in a co-resident configuration with Symposium Call Center Server 5.0).
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Planning your upgrade The following section describes common upgrade scenarios and the tasks that you must perform to successfully complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration 6.0.
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 to Contact Center Manager Administration 6.0 on the same server Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows 2003 on server A to Contact Center Manager Administration 6.0 on server B Nortel does not support a direct migration from Symposium Web Client 4.5 on a source server to Contact Center Manager Administration 6.0 on a new server. That is, you cannot back up Symposium Web Client data on the source server and restore that database backup to Contact Center Manager Administration 6.0 on a new target server. To upgrade to Contact Center Manager Administration 6.0 in this scenario, you can choose one of the following two options. Option 1 (recommended) Nortel recommends this option because you can maintain a fully operational Symposium Web Client on the source server while you perform the upgrade on the target server. This is documented as an end-to-end procedure in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server”.
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1.
Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source server to the target server using backup and restore.
3.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server.
Option 2 1.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the source server. For details, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server.”
1.
Install Contact Center Manager Administration on the target server. For details, see Chapter 3, “Install the software on the primary server.” You must also install the same Service Update level on the target server as is installed on the source server.
2.
Migrate Contact Center Manager Administration data from the source server to the target server. For details, see Chapter 11, “Migrating CCMA 6.0 to a new server.”
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows 2000 to Contact Center Manager Administration 6.0 In this scenario, you must use two servers because Contact Center Manager Administration does not support a direct upgrade from Windows 2000/ Advanced Server to Windows Server 2003. 1.
Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows 2000 platform on the source server to a Windows 2003 platform on the target server. For details, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” You must also install the same Service Update level on the target server as is installed on the source server.
2.
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager Administration on the target server. For
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information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server.”
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Upgrading access classes and partitions To support the new partition and user options, users created in Symposium Web Client 4.5 need to be upgraded to function correctly in Contact Center Manager Administration 6.0. This is an automatic process and is integrated into the Contact Center Manager Administration upgrade/install application. The upgrade procedure is logged to the following location on the Contact Center Manager Administration server: Program Files\Nortel Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
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Timing The following upgrade times provide guidance on the time required for software upgrade.
Upgrading from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on the same server Preinstallation (including operating system installation/configuration): 2.5 hours Upgrading the Server Software: 30 minutes Postupgrade: 1.5 hours
Upgrading from Symposium Web Client 4.5 (on Windows 2003) to Release 6.0 on a new server Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server) Installing the Server Software: 30 minutes Postinstallation: 1.5 hours 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:
602
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
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Chapter 8
Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 In this chapter Overview
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Section A: Before you begin the migration
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Section B: Prepare the source server for the migration
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Section C: Prepare the target server for the migration
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Section D: Migrating and restoring the data
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Section E: Postmigration tasks
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Section F: Troubleshooting
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Overview This chapter describes how to migrate from Symposium Web Client 4.5 SU05 (or later) on a Windows 2000 Server/Advanced Server platform (source server) to a Windows 2003 Server platform (target server). It is assumed that there is an existing Symposium Web Client 4.5 SU05 (or later), which is correctly configured and functioning on a Windows 2000 Server/Advanced Server (source server) platform, and that there is a second server (target server) available for an installation of Windows Server 2003 with Symposium Web Client 4.5 SU05 (or later). The procedures in this chapter describe an off-network migration. This gives you the option of reusing the IP address of the source server, instead of having to obtain a new IP address. After completing the procedures in this chapter, you can perform a direct upgrade from Symposium Web Client 4.5 on a Windows 2003 platform to Contact Center Manager Administration 6.0. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
Skills and privileges you need Due to the complex nature of the procedure to migrate between platforms, it is essential that the person performing the migration has expertise in information technology and network administration. You require administrative privileges on the source server and the target server to perform some of the procedures in this guide.
Migration prerequisites The migration procedure requires that you have two servers:
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1.
the current application server with Windows 2000 Server/Advanced Server (source server) and Symposium Web Client 4.5 SU05 (or later) installed
2.
a second server with Windows Server 2003 and Symposium Web Client 4.5 SU05 (or later) installed Contact Center Manager Administration
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To successfully complete the migration without corruption of data, you must ensure that your source server and target server meet the following conditions:
Each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/ Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain. The source server and the target server must have different names. The Winzip application must be installed on both the source server and the target server to extract the migration software.
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Section A: Before you begin the migration
In this section Step 1. Print data migration checklists
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Step 2. Download the ADAM data migration software
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Step 1. Print data migration checklists Print the following checklists before starting the migration. Use these checklists to ensure that your servers are set up correctly and that all steps are performed. Preparation checklist for Windows 2000 Server/Advanced Server (Source Server)
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1
Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and configured on the source server. For information, see Step 3. “Ensure that SWC 4.5 SU05 (or later) is installed” on page 615.
❏
2
Back up the Windows 2000 Server/Advanced Server (source server). For information, see Step 4. “Perform a full backup of the source server” on page 616 and Step 5. “Back up migration data on the source server” on page 617.
❏
3
Copy and extract the AD Data Migration zip file onto Windows 2000 Server/Advanced Server (source server). For information, see Step 6. “Extract the AD Data Migration zip file onto the source server” on page 621.
❏
4
Ensure Domain Name Server (DNS) on Windows 2000 Server/ Advanced Server (source server) is correctly configured. For information, see Step 7. “Ensure DNS is correctly configured on the source server” on page 622.
❏
5
Migrate filters containing routes. For information, see Step 8. “Clear routes from filters” on page 629.
❏
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Preparation checklist for Windows Server 2003 (Target Server)
1
Install and configure Symposium Web Client 4.5 SU05 (or later) on the Windows Server 2003 (target server). For information, see Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on page 633.
❏
2
Ensure DNS is configured correctly on Windows Server 2003 (target server). For information, see Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on page 633
❏
3
Add Windows Server 2003 (target server) into the Windows 2000 Server/Advanced Server (source server) domain. For information, see Step 10. “Ensure source server IP address is primary DNS server” on page 699.
❏
4
Log the target server onto the Windows 2000 Server/Advanced Server (source server) domain using domain Administrator account. For information, see Step 13. “Log the target server onto the source server domain” on page 705.
❏
5
Copy and extract the AD Data Migration zip file onto the Windows Server 2003 (target server). For information, see Step 14. “Extract the AD Data Migration zip file” on page 706.
❏
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Step 2. Download the ADAM data migration software To complete a platform migration of Symposium Web Client 4.5 from Windows 2000 Server/Advanced Server (source server) to a Windows Server 2003 (target server), you require ADAM data migration software. The software is available on ESPL (Enterprise Solutions PEP Library), formerly known as MPL (Meridian Patch Library). You can download the software from www.nortel.com/espl.
Downloading the ADAM Migration software You can find the software in the Web Client area on ESPL at the link entitled ADAM Data Migration Software. ESPL is available for distributors and certain COAM customers. To access ESPL, you must register at www.nortel.com/register. After registering, call 1800-4-NORTEL to request access. All other customers seeking patch information must contact their distributor or a Nortel representative. For North American users, certification is required and can be obtained by attending the Advanced Patch Training course (I.D. 6916AEN). 1
Go to www.nortel.com/espl.
2
From the main menu, select Multimedia PEP Search.
3
Select Click Here.
4
In the ID (SU or PEP) text box, type AD to ADAM Migration Tool.
5
Click Search. Result: The search returns one item matching the search parameter.
6
Click the AD to ADAM Migration hyperlink from the search results list. Result: A new window appears containing all details for the AD to ADAM Migration Tool.
7
Scroll to the Attached Files section at the end of the page. Result: There are two files located in the AD Data Migration.zip folder:
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Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
AD Data Migration.zip—The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. The zip file contains two msi files called ADAM Migration Tool.msi and ADAMSchema.msi. This zip file needs to be extracted onto both the source server and the target server.
Migrating Symposium Web Client platform from Windows 2000 to Windows 2003.
Click AD Data Migration.zip to download the required files to the directory of your choice on the source server and the target server.
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Section B: Prepare the source server for the migration
In this section Overview
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Step 3. Ensure that SWC 4.5 SU05 (or later) is installed
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Step 4. Perform a full backup of the source server
616
Step 5. Back up migration data on the source server
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Step 6. Extract the AD Data Migration zip file onto the source server
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Step 7. Ensure DNS is correctly configured on the source server
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Step 8. Clear routes from filters
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Overview The following section details the tasks required to prepare the Windows 2000 Server/Advanced Server (source server) for the migration. Nortel recommends that you print the checklists provided in step 1 to ensure that each task is completed. To prepare the source server for the migration you must complete the following tasks:
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Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and configured on the source server.
Back up the source server.
Copy and extract the AD Data Migration zip file onto the source server.
Configure DNS on the source server.
Clear routes from filters.
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Step 3. Ensure that SWC 4.5 SU05 (or later) is installed Your source server must be an existing application server with Windows 2000 Server/Advanced Server and Symposium Web Client 4.5 SU05 (or later) installed. You must install and configure the source server according to instructions in the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration Guide.
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Step 4. Perform a full backup of the source server Before you perform the migration procedure or perform any significant upgrade of the application server, Nortel recommends that you make a complete backup of the entire Symposium Web Client application server, including Active Directory and system state, using a proven third-party backup tool of your choice, or the Microsoft Windows 2000 Server backup method. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. During the backup procedure, you must ensure that no data is changed between the back up of Active Directory and the data files. Therefore, Nortel recommends that you perform backups during periods of low activity.
Performing a full backup of the Windows 2000 Server/Advanced Server (source server) If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For details about creating full backups of the application server, refer to Microsoft documentation or the documentation of the third-party backup tool of your choice. ATTENTION
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You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
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Step 5. Back up migration data on the source server After you perform a full backup of the source server (see Step 4. “Perform a full backup of the source server” on page 616), create a backup of the individual Nortel data files that are stored outside of Active Directory on the source server. Nortel recommends that you back up the individual Nortel files in addition to performing a full backup of the source server as this creates a more manageable backup file containing only the data files that need to be restored to the target server. The data files that are stored outside of Active Directory that you must back up before performing the full platform migration procedure include the following:
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files are not transferred automatically from the source server to the target server during the migration. These files must be restored separately on to the target server to complete the migration between platforms. To back up these files, select one of the following options:
Option 1: Manually copy files—Manually copy the files to a secure storage location, such as a tape drive or a safe network drive. For information, see “Option 1: To back up data stored outside of Active Directory by manually copying files” on page 618. Option 2: Windows Backup Tool—Use the Windows Backup Tool to back up the Symposium Web Client data files. For information, see “Option 2: Using the Windows Backup Tool to back up data stored outside of Active Directory” on page 618.
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Option 1: To back up data stored outside of Active Directory by manually copying files Back up the files in the following list of folders to a secure storage location (for example, a tape drive or a safe network drive):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML (where C is the drive on which Symposium Web Client is installed).
In addition to the preceding list of files, you must also back up any files that you save on the application server for Symposium Web Client operations, such as:
custom report templates
Historical Reporting output files
snapshots of real-time displays
snapshots of Emergency Help panels
The locations of real-time display snapshots and emergency help snapshots are decided by the user. The following is a list of default paths:
Real-time display snapshots are stored as HTML files at C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the drive on which Symposium Web Client is installed). Emergency Help snapshots are stored as HTML files at C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive on which Symposium Web Client is installed).
Option 2: Using the Windows Backup Tool to back up data stored outside of Active Directory You can use the Windows Backup Tool to back up the Symposium Web Client data files. To do so, you must back up the Symposium Web Client files listed in the procedure “Option 1: To back up data stored outside of Active Directory by manually copying files” on page 618. 618
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1
Click Start > Programs > Accessories > System Tools > Backup.
2
Click the Backup tab.
3
To create a backup set of selected files, open the Select Files To Backup window. In this window, each drive, folder, and file has a check box next to it. If a check box is selected, the file, the contents of the folder, or the contents of the drive are backed up. If a check box is selected with a dark background, some items, but not everything, in the folder or drive is backed up.
4
Select the following files to back up:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
(where C is the drive on which Symposium Web Client is installed).
the directories where you store the following types of files (if the directories are not the default folders specified in step 4): Historical report output files Custom report templates Real-time display snapshots—are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the drive on which you installed Symposium Web Client) Emergency Help snapshots—are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive on which you installed Symposium Web Client).
5
Click Next Step.
6
In the Select a destination for the backup window, select the destination for the backup.
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If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Select a destination for the backup window. If you have no tape drive, or if your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Select a destination for the backup window. 7
Click Start Backup. If you create a new backup set, you are prompted to name the new backup set. Result: Backup informs you when the backup operation is finished.
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Step 6. Extract the AD Data Migration zip file onto the source server The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. For the download location of this software, refer to Step 2. “Download the ADAM data migration software” on page 610. The zip file contains two msi files:
ADAM Migration Tool.msi
ADAMSchema.msi
This zip file needs to be copied and extracted onto the source server. The Winzip application must be installed on the source server to extract the files contained within the zip file.
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Step 7. Ensure DNS is correctly configured on the source server This step provides detailed instructions for the correct configuration of DNS on a Microsoft Windows 2000 server/Advanced Server running Active Directory that is being used as a Symposium Web Client application server. This computer acts as a Domain Controller as Active Directory must be installed for Symposium Web Client to operate correctly.
Configuring the DNS Client on Symposium Web Client, for Host Name Resolution 1
Click Start > Settings > Control Panel.
2
Double-click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
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Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
Right click Local Area Connection, and then select Properties from the resulting menu. Result: The Local Area Connection Properties window appears.
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Highlight Internet Protocol (TCP/IP), and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
5
Click Advanced. Result: The Advanced TCP/IP Settings window appears.
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Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
Click the DNS tab. Result: The DNS page appears.
7
In the DNS server addresses, in order of use section, click Add. Result: The TCP/IP DNS Server dialog box appears.
8
In the DNS Server box, type the IP address of the Symposium Web Client server.
9
If the DNS server handles a standalone domain that is used only for the Symposium Web Client application, do not select the Append primary and connection specific DNS suffixes option.
10
If applications running on this server are required to resolve network names that may not be fully qualified, Nortel recommends that you select the Append these DNS suffixes (in order) option, and then click Add. Result: The TCP/IP Domain Suffix dialog box appears.
11
In the Domain Suffix box, type the DNS suffixes that your organization uses. These suffixes are used to create fully qualified names when queries are forwarded from this server.
12
Select the Register this connection's address in DNS check box.
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13
Click OK.
14
Click OK.
15
Proceed to the next procedure.
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Configuring the DNS Server on Symposium Web Client to support Forwarding You must configure the DNS server running on the Symposium Web Client application server to allow requests to be forwarded. This means that any requests that the local DNS server process cannot resolve (for example, requests for machine names that are not in the Symposium Web Client server domain) are sent to another DNS server that can perform the translation. Nortel recommends that the DNS servers that you configure are for the customer network. 1
Click Start > Programs > Administrative Tools, and then click DNS. Result: The DNS manager appears.
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2
Expand the Forward Lookup Zone folder.
3
If only one zone using the domain name is present, proceed to step 5.
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If the Forward Lookup Zones node contains two nodes, one titled ., a root zone was configured. This indicates to the DNS server process that this node is a root internet server (for example, it can resolve all DNS queries without external assistance) and as such does not use forwarders or root hints to resolve requests. You must remove this node before you can enable DNS forwarding. 4
Right-click the . node, and then select Delete from the resulting menu.
5
Right-click the DNS server object, and then select Properties from the resulting menu. Result: The DNS server object properties dialog box appears.
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Select the Forwarders tab. Result: The Forwarders page appears.
7
Select the Enable Forwarders check box
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In the IP address box, type the address of the first DNS server to which to forward requests.
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Click Add.
10
Repeat steps 8 to 9 to add any additional DNS servers to which requests can be forwarded.
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Click Apply.
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Click OK.
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Close the DNS manager.
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Restart the DNS Server service.
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Restart the server.
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Step 8. Clear routes from filters Due to the referential nature of Active Directory and Active Directory Application Mode (ADAM), the ADAM migration procedure does not migrate filters containing routes. This is because routes are not contained in partitions and therefore are not referenced in Active Directory or Active Directory Application Mode (ADAM). To work around this limitation, you must clear routes before migrating filters that contain routes. ATTENTION
Any historical filter containing routes do not migrate, and you lose all the information contained in the filter unless you complete the procedure “Clearing routes from filters” on page 629.
Clearing routes from filters For each user with historical filters containing routes: 1
Log on to Symposium Web Client on the Windows 2000 Server/Advanced Server (source server).
2
Go to the Historical Reporting component.
3
Go to the Filtersets page in the Historical Reporting component.
4
Open each of the filters containing routes and clear all the route numbers. ATTENTION!
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Section C: Prepare the target server for the migration
In this section Overview
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Step 9. Install SWC 4.5 SU05 (or later) on the target server
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Step 10. Ensure source server IP address is primary DNS server
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Step 11. Connect source server and target server off-network (optional)
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Step 12. Add the target server to the source server domain
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Step 13. Log the target server onto the source server domain
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Step 14. Extract the AD Data Migration zip file
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Overview After you prepare the source server for the migration procedure, you must also prepare the Windows Server 2003 (target server). This section details the tasks required to prepare the Windows Server 2003 (target server):
Install Symposium Web Client 4.5 SU05 (or later) on the target server. Ensure the IP address of the source server is configured as the primary DNS server on the source server. Add the target server (Windows 2003) into the source server domain. Log the target server onto the Windows 2000 Server/Advanced Server (source server) domain using domain Administrator account. Copy and extract the AD Data Migration zip file onto the target server.
Nortel recommends that you print the checklists provided in Step 1 to ensure that each task is completed.
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Step 9. Install SWC 4.5 SU05 (or later) on the target server You must install and configure Windows Server 2003 and Symposium Web Client 4.5 SU05 (or later) on the target server. To successfully complete the migration without corruption of data, each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. For more information about installing and configuring Symposium Web Client 4.5, see the Nortel Symposium Web Client Planning, Installation, and Administration Guide.
Installing and configuring Windows Server 2003 Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server. Install Windows Server 2003 Enterprise Edition or Standard Edition, including SMTP and IIS on the primary NTFS partition.
Windows Server 2003 requirements When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing
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Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition. To install IIS and Terminal Services, you must scroll through the list of components, and check Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel recommends that you install both on the application server. When you install Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. Client Access Licensing Consult Microsoft for the latest information about Client Access Licensing. ATTENTION
Nortel accepts no liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License only; they do not require a separate Terminal Services Client Access License.
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If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 Client Access License (CAL) per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel does not provide these Client Access Licenses. If the client PC accesses only Script Variables or Application Thresholds, these licenses are not required.
Domain group policies and the application server For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server. Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting.
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You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information about group policies and Symposium Web Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center Web site (www.nortel.com/pic). Windows Server 2003 checklist This checklist provides you with an high-level overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceAdmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Symposium Web Client either as webadmin or as any other user.
Windows Server 2003 installation checklist
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Set up a partition on the application server with an NTFS file system on ❑ the partition that contains the Web Client application. ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows Server 2003 files to the hard drive. When the copy process is complete, the system restarts.
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Windows Server 2003 installation checklist
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Regional and Language Options window
❑
To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear. To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details. Personalize Your Software window
❑
Type your name and the name of your organization. Your Product Key window
❑
Type the product key for your installation. Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CAL) that you purchase. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you purchase, whichever is lower. For the Windows Server 2003 CALs, you ca purchase a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of license that best suits your organization. Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows Server 2003 CALs and do not require access to Scripting.
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Computer Name and Administrator Password window
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1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. The computer name can be a maximum of 15 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (-). No other characters are allowed (for example, the name cannot include any underscores [_]). 2 Type the password for the Administrator account for this computer. You must use this password whenever the username Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode because both applications require that the computer name be identified on the network. To help prevent disruption, on a Windows Server 2003 platform (either stand-alone or co-resident), if you change the computer name of the application server after you install the Symposium Web Client software, you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility. ❑
Date and Time Settings window
Adjust as required. ❑
Network Settings window
1 Click Custom Settings. 2 Click Next. The Networking Components window appears.
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Windows Server 2003 installation checklist
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Networking Components window
❑
Use this window to set up subnets, gateways, and domain names. Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. 1 Click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Do not use dynamic IP addressing. 2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. When you perform an off-network platform migration, you can use any IP address in this step. At this point in the procedure, the IP address on the target server must be different to the IP address on the source server. However, you can change the IP address on the target server to the source server IP address after the migration and before you connect the server back to the network. 3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 4 Click Advanced. The Advanced TCP/IP Settings window appears.
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Advanced TCP/IP Settings window
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1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Next. The Workgroup or Computer Domain window appears. Workgroup or Computer Domain window
❑
If you install a stand-alone or co-resident server, you add the server to your domain only after you install the operating system and Symposium Web Client. 1 Click No, this computer is not on a network, or is on a network without a domain. 2 Click Next. The Installing Components window appears. In Windows Server 2003, you can add the application server to an existing domain, rather than setting it up as a domain controller. To do so, you must choose No, this computer is not on a network, or is on a network without a domain in this installation window, and then add the server to your domain after you install the Symposium Web Client application. ❑
Installing Components window
The Windows Server 2003 setup wizard continues with the installation, copying the files required for the settings you selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created.
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Windows Server 2003 installation checklist
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Manage Your Server
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1 Click Add or remove a role. The Preliminary Steps window appears. 2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears. 3 Click Custom configuration, and then click Next. The Server Role window appears. 4 Click Add or Remove Programs. The Windows Components window appears. Proceed to the next step.
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Windows Components window
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Accept the default values in this window, and click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Web Client Scripting component. 1 IIS is a subcomponent of Application Server and is selected by default. Click Application Server, and then click Details to check IIS on the components list. 2 SMTP is a subcomponent of IIS and is cleared by default. Click Internet Information Services, and then click Details to check SMTP on the components list. 3 If you selected any values, click OK to return to the Windows Components window. 4 Click Next. As of date of publication, the following information about Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel accepts no liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, these licenses are not required.
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Terminal Server Setup windows
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1 In the first window, read the information about Terminal Services, and then click Next. 2 Click Full Security, and then click Next. The Terminal Server Licensing Setup window appears. 3 Click Your Domain or Workgroup. 4 Accept the default location for the license server database, and then click Next. The Configuring Components window appears. 5 When the system has finished configuring the components you selected, restart the server when it prompts you to do so. Creating shared folders on the application server
❑
After you install Windows Server 2003, create the shared folders and add the printers on the application server that is used for Scripting and Historical Reporting.
Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server) Nortel recommends that you install Windows Server 2003 on a clean server that is newly partitioned and free of other operating system attributes. However, if the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, you must manually configure the server with the correct permissions for proper Symposium Web Client functionality. This procedure assumes that you install Windows Server 2003 on an application server that had previous operating system attributes or partitions on it. Follow the procedures in this section to manually configure the server. The procedures can be broken down into two main steps, as follows:
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1.
After you install Windows Server 2003, verify that the default Windows groups and permissions exist on all system drives.
2.
If the default groups and permissions do not exist, add and remove groups as necessary, and grant all groups the default permissions.
Verifying the groups and permissions on all system drives By default, when you install Windows 2000 Server, the system includes the following groups:
Administrators
Creator Owner
Users
System
When you install Windows Server 2003 on a computer that contains Windows 2000 Server attributes or partitions, you must ensure that the server contains these default groups with the default permissions listed in this procedure. If the drives contain any additional groups (for example, the Everyone group), you must remove them. 1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting menu. Result: The Local Disk
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3
Click the Security tab.
4
In the Group or usernames box, ensure that the Administrators group appears with Allow check boxes selected for the following permissions:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write
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If the permissions are different than these, select or clear the Allow check boxes until they match these permissions, and then click OK to save your changes. If the Administrators group is not listed, you must add it on this drive with the preceding list of permissions. For information, see “Adding the required groups to all system drives” on page 647. 5
Click Apply to save your changes.
6
In the Group or usernames box, ensure that the Creator Owner group appears with no permissions selected in the Allow column at the bottom of the window. By default, the Special Permissions check box is selected. However, this permission is read-only and cannot be changed.
7
Click Apply to save your changes.
8
In the Group or usernames box, ensure that the System group appears with the following permissions selected in the Allow column at the bottom of the window:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write
If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. If the System group is not listed, you must add it on this drive with the preceding list of permissions. For information, see “Adding the required groups to all system drives” on page 647. 9
Click Apply to save your changes.
10
In the Group or usernames box, ensure that the Users group appears with the following permissions selected in the Allow column at the bottom of the window:
Read & Execute
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If the permissions are different than these, select or clear the Allow check boxes until they match these permissions, and then click OK to save your changes. If the Users group is not listed, you must add it on this drive with the preceding list of permissions listed. For information, see “Adding the required groups to all system drives” on page 647. 11
If any other groups appear in this window (for example, the Everyone group), highlight the group, and then click Remove.
12
Click Advanced. Result: The Advanced Security Settings for Local Disk
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Ensure that the settings are as shown in the preceding figure:
Administrators has Full control permissions over This folder, subfolders and files
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System has Full control permissions over This folder, subfolders and files
Users has Read & Execute permissions over This folder, subfolders and files
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If there are any extra permissions or groups shown (for example, the Everyone group), highlight them, and then click Remove.
15
Click OK to save your changes and close the Advanced Security settings window.
16
In the Local Disk
17
Click OK.
18
Repeat steps 2 to 17 on each system drive in the application server.
Adding the required groups to all system drives If any of the default groups that you require do not exist on any of the system drives, you must add them. After you add them, follow the steps in “Verifying the groups and permissions on all system drives” on page 644 to grant the groups the proper permissions. 1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting menu. Result: The Local Disk
3
Click the Security tab.
4
Click Add. Result: The Select Users, Computers, or Groups window appears.
5
In the top of the window, locate the group that you want to add (for example, Users).
6
Double-click the account. Result: The user account appears at the bottom of the window.
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Click OK. Result: The user account appears in the Local Disk
8
Follow the steps in the procedure “Verifying the groups and permissions on all system drives” on page 644 to grant the group the proper permissions.
9
Repeat steps 4 to 8 until you add all the required groups.
Applying security patches to the application server Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor. Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required.
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If Symposium Web Client does not function properly after you apply a Microsoft security patch, you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel verified the Microsoft patch for its compatibility with Symposium Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) Web site at www.nortel.com/pic. On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.
Installing Sybase Open Client on the application server You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client. If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “Upgrading the Sybase 12.5 ODBC driver” on page 653. Verifying the version of Sybase Open Client that is already installed If Sybase version 12.0 is installed on the application server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. 1
On the server, click Start > Control Panel > System. Result: The System Properties window appears.
2
Click the Advanced tab.
3
Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
Installing Sybase Open Client If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is already installed, and you need not install it again. You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client functions with Sybase Open Client 12.5 only. If the application server already has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before installing version 12.5. 1
Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
6
Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D is the CD-ROM drive.
7
Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
8
Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
9
Click Standard Install, and then click Next. Result: The Choose Directory window appears.
10
If you install the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, you type E:\Sybase. However, if you do not know this location, you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
11
When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
12
Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files are copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation:
replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. If the message “COMCTL32.DLL – The system does not need this update.” appears, click OK. When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 14
Click Yes. Result: It can take several minutes for the dialog box prompting you to restart to system to appear. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION!
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Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The installation wizard carries out some final configuration procedures after the system restarts.
Click OK.
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Close the Control Panel window. Continue with the following procedure, “Upgrading the Sybase 12.5 ODBC driver.”
Upgrading the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is installed and you need not install it again, and you need not upgrade the Sybase 12.5 ODBC driver. For further instructions, see the instructions.txt file, which is in the EBF11113 folder on the Symposium Web Client CD-ROM. If Sybase Open Client 12.5 is installed on the application server and you upgrade Symposium Web Client 4.5 from one build to the next, you must still perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before you upgrade the Symposium Web Client software. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type iisreset, and then click OK.
3
Install the updated driver, EBF11113, as follows: a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM.
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b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify whether all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start > All Programs > Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to verify whether any error messages were recorded during the xcopy. Following a successful update, the text file contains results similar to the following list:
EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll
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EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
Installing Symposium Web Client 4.5 on the application server Before you begin: 1.
Ensure that you installed and configured the following Windows components and third-party software on the application server: Windows Server 2003 Enterprise Edition or Standard Edition Internet Information Services (IIS) with SMTP Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management) If the setup wizard does not detect these programs or components on the application server, it terminates the installation process.
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2.
Decide if you will install Symposium Web Client as the default Web site on the application server, or if you will install it as a virtual directory on an existing Web site. ATTENTION
3.
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Nortel recommends that you install Symposium Web Client as the default Web site, reserving the application server solely for the use of Symposium Web Client.
Verify that IIS is completely installed before you install Symposium Web Client. Click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
Installing Symposium Web Client on the application server (no ADAM replication) You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server. 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D is the CD-ROM drive.
6
Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, the installation continues and The Symposium Web Client Setup Wizard window appears.
7
Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
9
Key codes are case-sensitive.
Click Next. If you make an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears.
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Click No. Result: The Customer Information window appears.
11
In the User Name and Organization boxes, type the appropriate information.
12
To set up access restrictions for this Symposium Web Client installation, select one of the following options:
Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client.
ATTENTION
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your username and password can log on to Symposium Web Client.
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Click Next. Result: The SOAP Configuration Parameters window appears.
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Type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain Simple Object Access Protocol (SOAP) Web Services Description Language (WSDL) files are installed and function properly. OR If the Symposium Web Client default URL is the same as the application server computer name, accept the default value shown. OR If the Symposium Web Client default URL is the application server fully qualified host name (for example,
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If you install Symposium Web Client as a virtual directory on an existing Web site, type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name. ATTENTION
If you are uncertain of the Symposium Web Client default URL, you can accept the default value shown. However, if the client PCs that are used to access the application server are outside the server domain, you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you use the fully qualified domain name in this window, and if you add the application server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. If you change the computer name after you install Symposium Web Client on Windows Server 2003, some SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration. For more information about changing the computer name of the application server, see Appendix B, “Change the names or IP addresses of servers.”.
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Click Next. Result: The Port Configuration for ADAM window appears.
16
Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting these default values, check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type window appears.
18
To install Symposium Web Client as the default Web site on the application server, select the Default option. Nortel recommends that you select Default, reserving the application server solely for the use of Symposium Web Client for optimum performance. OR To install Symposium Web Client as a virtual directory on an existing Web site, select the Existing option and Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name. Note: The name you choose becomes the name of the folder in the Default Web Site tree in IIS.
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Click Next. Result: The Setup Type window appears.
20
Select Complete.
21
Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
If you did not install the required third-party applications prior to installing Symposium Web Client, installation ends. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
If there are files in use or open windows that prevent the Symposium Web Client installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, click Ignore. The installation proceeds. 23
After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Symposium Web Client functionality.
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You are required to type the old password only if you reinstall Symposium Web Client 4.5 and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is disabled.
24
In the New Password box, type the new password for the iceAdmin user account. After you install Symposium Web Client, you can change this custom password.
25
In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.
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Then the system installs Active Directory Application Mode (ADAM).
26
When the system is finished installing ADAM, click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
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Sometimes the Welcome window does not appear; instead, the system automatically starts installing the SOAP files. Result: The system installs the required SOAP components and the ADAM schema. The Completing the Symposium Web Client Setup Wizard window appears.
27
Click Finish to exit the setup wizard. Result: If you install Symposium Web Client on a co-resident server, and you choose to install TAPI 3.0 on the server, a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.
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If you choose not to install TAPI 3.0, the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer. 28
Click Install. Result: The Installing Symposium Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Web Client Setup Wizard window appears.
29
Click Finish. Result: The Symposium Web Client Installer Information window appears.
30
Click Yes to restart the system.
Applying the Service Update Download and apply the same Service Update as is currently on the Windows 2000/Advanced server (source server) from the Nortel Enterprise Solutions PEP Library Web site at www.nortel.com/espl. To register for this Web site, follow the instructions listed at www.nortel.com/register.
Configuring the application server (Windows Server 2003) You must perform this procedure on application servers running Windows Server 2003 after you install Symposium Web Client. This procedure replaces the anonymous user account in IIS (IUSR_ComputerName) with a custom user account that is created during installation of SWC (IUSR_SWC).
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You need to perform this procedure once only and only if the operating system installed on the application server is Windows Server 2003. If you upgrade Symposium Web Client after you perform this procedure, you need not perform the procedure again. Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR_SWC user account, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20.
7
Click OK. Result: A window appears confirming that the password was set.
8
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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13
Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
16
Click Advanced. Result: The following window appears.
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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 window reappears with the IUSR_SWC account listed at the lower portion of the window.
19
Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
678
In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
22
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
23
Click OK to save your changes.
24
Close all windows.
25
To complete the procedure, run iisreset. Click Start > Run.
26
In the Open box, type iisreset.
27
Click OK.
28
Close all windows to complete the procedure.
Changing the iceAdmin user account password After you install Symposium Web Client and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. If you delete this user account, you cannot log on to Symposium Web Client either as webadmin or as any other user.
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1
Click Start > All Programs > Symposium Web Client > 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 window appears.
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4
In the Old Password box, type the old password for this account.
5
In the New Password box, type the new password for the iceAdmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
To configure Internet Explorer 6.0 or later on the client PC Before you begin, ensure that you install the latest available Service Packs. For more information about the required service packs for Internet Explorer 6.0 and later, see www.microsoft.com. To verify the installed Service Pack, start Internet Explorer and select Help > About from the menu. If the client PC is running Windows XP Service Pack 2, in addition to the following procedures, there are additional steps that you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2” on page 687. If the client PC is running Windows Server 2003 with the latest supported service pack, in addition to the following procedures, there are additional steps you must perform to configure the browser for Contact Center Manager Administration. For information, see “Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack” on page 689.
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Configuring Internet Explorer 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first
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time it is required by the Contact Center Manager Administration component in which you work. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control. 8
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
10
Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
11
Click the Privacy tab to choose the way you want to handle cookies Result: The Privacy page appears.
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To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top. Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply. Result: The system applies your privacy setting.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites window appears.
17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, type the server name (not the IP address) for your Contact Center Manager Administration server. For example, http://
19
Click Add.
20
If you plan to install SU04 or later, proceed to step 23. OR
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If you plan to install a release earlier than SU04, in the Add this Web site to the zone box, type about:blank. 21
Click Add. This ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Contact Center Management, Historical Reporting, and Access and Partition Management.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
23
Click OK to return to the Internet Options window.
24
Click the Advanced tab.
25
Under Browsing, clear the Reuse windows for launching shortcuts check box.
26
Click OK to exit the Internet Options window.
27
Restart Internet Explorer to activate your changes.
Additional procedures for configuring Internet Explorer on client PCs running Windows XP with SP2 If the client PC is running Windows XP Service Pack 2, in addition to the procedures in “To configure Internet Explorer 6.0 or later on the client PC” on page 681, you must either add Internet Explorer to the firewall exceptions list or open multicast and unicast ports. Adding Internet Explorer to the firewall exceptions list For further details about adding programs or services to the firewall exceptions list, consult www.microsoft.com. 1
On the client PC, click Start > Control Panel > Security Center > Windows Firewall.
2
On the Exceptions tab, under Programs and Services, select Internet Explorer, and then proceed to step 4. OR If Internet Explorer is not listed, on the Exceptions tab, click Add Program.
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In the Add a Program dialog box, click Internet Explorer, and then click OK. Result: Internet Explorer appears, selected, on the Exceptions tab, under Programs and Services.
4
Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you can open the multicast and/or unicast ports. For information, see the following procedure. Opening multicast and unicast ports in Windows XP with Service Pack 2 For more information about opening ports, consult Microsoft documentation at www.microsoft.com. Use this procedure to individually open the following ports:
Emergency Help, UDP 8200 Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130 Unicast real-time reports, UDP 7025;7035;7045;7055;7065;7075;7085; 7095;7105;7115;7125;7135
1
Click Start > My Network Places.
2
Under Network Tasks, click View Network Connections.
3
Right-click the connection that you use for the Internet, and then click Properties.
4
Click the Advanced tab, and then click Settings. If the Settings button is unavailable, Internet Connection Firewall is not enabled on this connection, and you need not open any ports (because they are all already open).
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5
Click Add to open a new port.
6
In the Description box, type a name for the port. For example, type File Sharing: Port 445.
7
In the Name or IP address of the computer hosting this service on your network box, type 127.0.0.1.
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You can specify the IP address of an internal computer. But you typically use 127.0.0.1. 8
In the External port and Internal port boxes, type the port number. Generally, this number is the same.
9
Click either TCP or UDP, and then click OK.
10
Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service Pack 2, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is located on the Partner Information Center (PIC) Web site at www.nortel.com/pic.
Additional procedures for configuring Internet Explorer on client PCs running Windows Server 2003 with the latest supported Service Pack The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions.
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Configuring Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in “To configure Internet Explorer 6.0 or later on the client PC,” on page 681. 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
8
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Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
9
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears. 11
Click OK to exit the Internet Options window.
12
On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings window appears.
13
In the Address of Web site to allow field, type the Contact Center Manager Administration Web site address (for example, http://pbrwd0p0)
14
Click Add.
15
Click Close.
16
Restart Internet Explorer to activate your changes.
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Install Simple Object Access Protocol Previous versions of Symposium Web Client used Remote Data Service (RDS) technology for retrieving data through client PCs from the application server. However, in Symposium Web Client 4.5 and later, this method of data retrieval is no longer applicable. For Symposium Web Client 4.5 (and later) to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the application server and that runs any one of the following operating systems:
Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server
SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages. Installing Simple Object Access Protocol When you use the client PC to connect to an application server running Symposium Web Client 4.5, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, a warning message appears, followed by a series of windows that enable you to download and install the SOAP files directly from the application server. You have three choices: you can click Cancel to download it later; you can save the software to the client PC hard disk for later installation; or you can install the software immediately. Some Internet Explorer versions require the Internet Explorer setting Automatic prompting for file downloads in the Downloads section also to be set to Enable for the Trusted Sites zone, to allow the SOAP files download prompt to be displayed. Only users who log on to the client PC with administrator privileges can install the software. If users without administrator privileges log on to the client PC, they can download and save the ClientSOAP.msi file to the client PC hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Symposium Web Client until the client SOAP software is installed.
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You need to perform this installation once only on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward. 1
On the client PC, open Internet Explorer.
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In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>.
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Press Enter. Result: The Symposium Web Client main logon window appears.
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In the username and Password boxes, type your logon details, and then click Login. Result: A warning message appears, notifying you that you must have SOAP 3.0 installed on the client PC.
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Click OK. Result: A message box appears, enabling you to download the SOAP package.
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Click OK to download the SOAP software.
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To download the software at a later date, click Cancel. Symposium Web Client does not function properly until you install SOAP on the client PC. Result: A window appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.
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Click Open to begin the installation. You must be logged on with administrator privileges to install the SOAP software.
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If you prefer to save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. A window appears, enabling you to choose the location where you want to save the file. A user with administrator privileges must double-click this file to install the software on the client PC. Result: The installation program verifies the operating system and setup of the client PC. The SOAP installation proceeds and the Welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following figure:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears. 10 698
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Step 10. Ensure source server IP address is primary DNS server Before you migrate Symposium Web Client data from the source server to the target server, you must ensure that all domain member servers and clients point to your Windows 2000 DNS server (that is, your source server). Therefore, in TCP/IP properties your primary DNS server must be the IP address of the Windows 2000 DNS server (that is, the IP Address of your source server).
Configuring DNS on the target server to use the Windows 2000 DNS server (source server) 1
Click Start > Settings > Control Panel.
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Double-click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
Section B: Prepare the source server for the migration613 3
Right-click Local Area Connection and then click Properties.
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Click on Internet Protocol (TCP/IP) and then click Properties. Result: The Internet Protocol (TCP/IP) window appears.
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In the Preferred DNS server box, enter the IP Address of the Windows 2000 Server/Advanced Server (source server).
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Click OK.
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Close all windows to complete the procedure.
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Step 11. Connect source server and target server off-network (optional) This step is optional. To eliminate the need to obtain a second IP address for the target server, you can perform a full platform migration off-network.
Connecting source server and target server off-network 1
Remove the network cable from the source server to isolate it from the network.
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Connect the source server and the target server using a hub or a crossover cable.
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Step 12. Add the target server to the source server domain The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain.
Adding the target server (Windows 2003) to the source server domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
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To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
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Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
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In the User name box, type the user name.
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In the Password box, type the password.
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Click OK. Result: A window appears welcoming you to the domain that you specified.
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Restart the server when prompted to do so.
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Step 13. Log the target server onto the source server domain After the Windows Server 2003 (target server) boots to Control-Alt-Delete, you must log the target server onto the Windows 2000 Server/Advanced Server (source server) domain.
Logging the target server on to the source server domain using the domain Administrator account 1
Press Ctrl-Alt-Del.
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Click the Options button on the log on screen.
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Select the Windows 2000 Server/Advanced server domain from the list.
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Log on to the Windows Server 2003 (target server) using domain administrator username and password.
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Step 14. Extract the AD Data Migration zip file The AD Data Migration software is packaged as a zip file called AD Data Migration.zip. For the download location of this software, refer to Step 2. “Download the ADAM data migration software” on page 610. The zip file contains 2 msi files:
ADAM Migration Tool.msi
ADAMSchema.msi
This zip file needs to be copied and extracted onto the target server. To extract the files contained within the .zip file, the Winzip application must be installed on the target server.
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Section D: Migrating and restoring the data
In this section Overview
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Step 15. Prepare the source server for the Active Directory transfer
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Step 16. Migrate the Active Directory data to the target server
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Step 17. Update the DNS configuration of the target server
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Step 18. Reset the new computer name of the target server
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Step 19. Run the Symposium Web Client ChangeSOAPSrv utility
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Step 20. Reset iceAdmin password
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Step 21. Change the IP address of the target server
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Step 22. Reconnect to the customer LAN
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Step 23. Restore the data files from the source server to the target server 738
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Overview This section describes the procedures that you must follow to migrate and restore your server data from Symposium Web Client 4.5 SU05 (or later) on Windows 2000 Server/Advanced Server (source server) to Windows Server 2003 (target server).
Prerequisites The migration procedure requires that you have two servers: 1.
the current application server with Windows 2000 Server/Advanced Server (source server) and Symposium Web Client 4.5 SU05 (or later) installed
2.
a second server that has Windows Server 2003 (target server) with Symposium Web Client 4.5 SU05 (or later) installed
To successfully complete the migration without corruption of data, you must ensure that your source server and target server meet the following conditions:
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Each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/ Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. The Windows Server 2003 computer (target server) must be a member server of the Windows 2000 Server/Advanced Server (source server) domain. The source server and the target server must have different names.
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Migrating data stored in Active Directory To begin the migration process, you must transfer all Symposium Web Client data that is currently stored in Active Directory on the Windows 2000 Server/ Advanced Server (source server) to the Active Directory Application Mode (ADAM) storage framework on the Microsoft Windows Server 2003 (target server). The data that you transfer in this procedure includes all your existing access classes, partitions, and so on, so that you can continue to use Symposium Web Client as before. The main tasks in the data migration are:
Preparing the Windows 2000 Server/Advanced Server (source server) by running the ADAM Migration Tool.msi. This msi file modifies Active Directory data on the source server so that the data transfer to Active Directory Application Mode on the target server can succeed. Migrating your Symposium Web Client data (stored in Active Directory) from the source server to Active Directory Application Mode (ADAM) on the target server.
Only data stored in Active Directory on the source server is transferred during the data migration. The procedures for migrating data stored in Active Directory are documented in Step 15. “Prepare the source server for the Active Directory transfer” on page 711 and Step 16. “Migrate the Active Directory data to the target server” on page 713.
Restoring data that is not stored in Active Directory The migration tool does not transfer the following information from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server):
Real Time Reporting Configuration settings (IP Send and IP Receive Addresses)
Emergency Help Configuration Settings
Filters containing routes
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Files that are not stored in Active Directory.
These files are restored from your backup files or reconfigured on the target server after you complete the migration procedure. The procedures for restoring data that is not stored in Active Directory are documented in Step 17. “Update the DNS configuration of the target server” on page 718.
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Step 15. Prepare the source server for the Active Directory transfer Before you migrate your data from the source server to the target server, you must run the ADAM migration tool utility to prepare the source server for the Active Directory transfer. This utility creates a new attribute in the Active Directory schema and copies data into this new attribute, enabling all data to be transferred to Active Directory Application Mode (ADAM) on the target server. To prepare the source server, you require the AD to ADAM Data Migration software. Therefore, you must ensure that you extract the software on the application server. For information, seeStep 6. “Extract the AD Data Migration zip file onto the source server” on page 621. Executing the ADAM migration tool on the source server 1
Log on to the source server using the Administrator account. ATTENTION
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You must log on to the source server using the Administrator account before your run the ADAM Migration Tool.msi. If you log on to the source server using another account, or a local administrator account, the ADAM Migration Tool.msi does not function correctly and the migration does not succeed.
Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are present on the source server. To download these tools, see Step 6. “Extract the AD Data Migration zip file onto the source server” on page 621.
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From the source server, run the file called ADAM Migration Tool.msi. Result: The ADAM Migration Tool window appears.
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Click Next. Result: The system configures Active Directory.
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Step 16. Migrate the Active Directory data to the target server Before you perform this procedure, you must know the following information:
The name of the Windows 2000 Server/Advanced Server (source server) domain to which the source server belongs The administrator password for the Windows 2000 Server/Advanced Server (source server)
Transferring the Active Directory data to the target server 1
Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are present on the target server. To download these tools, see Step 14. “Extract the AD Data Migration zip file” on page 706.
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From the target server, run ADAM Migration Tool.msi. Result: The Welcome window appears.
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Click Next. Result: A message window appears checking that you executed the ADAM Migration Tool on the source server. This procedure is detailed in “Executing the ADAM migration tool on the source server” on page 711 and must be completed before you proceed to Step 4.
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Click Yes. Result: The ADAM Migration Tool - Install Shield Wizard window appears.
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In the Enter the domain name of the Win 2000 Server text box, type the name of the domain of the Windows 2000/Advanced Server (source server) of which the Windows Server 2003 (target server) is now a member. ATTENTION
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Ensure the domain name is entered correctly otherwise the data does not transfer successfully. When you add the domain name, you must use the domain name and not the netbios name (that is, do not append a 0 at the end of the domain name). You must also include the extension. For example, .com.
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Accept the default port numbers shown for LDAP and SSL, or type new values if your administrator instructs you to do so. If you change these default values, they must be unique within your organization.
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Click Yes to create a log file during the file transfer. The log file stores information about the transfer, such as the data transferred and any errors that occurred during the migration. Result: A box appears, prompting you to type the name of the log file.
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Type the name of your log file. When you type the name of your log file, do not include a directory path, as the log file is automatically created in C:/Program Files/Nortel Networks/WClient/Nortel_Log where C is the drive on which you installed the Symposium Web Client software. You must ensure that you have sufficient space to store this file, as it can be quite large, depending on the amount of data you transfer. You cannot choose the storage location of this file.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Install to start the synchronization of Active Directory data (on the source server) with Active Directory Application Mode (ADAM) data (on the target server). Result: The system begins the migration. A window appears, asking you to confirm that Active Directory Application Mode (ADAM) is to be removed from the Windows Server 2003 (target server).
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Click Yes. Result: Once Active Directory Application Mode (ADAM) is removed, another window appears.
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Click OK. Result: The system then reinstalls Active Directory Application Mode (ADAM) with new settings that enable the synchronization process to take place. When it is finished, a new window appears, asking you to type a password at the command prompt.
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At the prompt, type the Administrator password for the Windows 2000 Server/Advanced Server (source server), and press Enter. ATTENTION
If you do not type the exact Administrator password, the data does not transfer successfully. This window does not reflect the characters as you type them; that is, no asterisks appear while you type.
Result: The migration process continues. When it is finished, the Completed window appears.
The amount of time it takes for the Completed window to appear from the moment when you type the Administrator password varies. The following criteria influence the speed of the data transfer from the Active Directory on the source server to the ADAM on the target server:
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The speed of the source and target computers used
The speed of the network that the computers are on
The amount of Symposium Web Client data that has to be transferred from the Active Directory on the source server to Active Directory Application Mode (ADAM) on the target server. The more data you have, the more time it takes to perform the transfer.
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Click Finish to complete the transfer process.
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Before continuing with the rest of the migration process, perform a quick test to ensure the data was transferred properly. On the Windows Server 2003 (target server), launch Internet Explorer.
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In the Address box, type the URL or IP address of the Windows Server 2003 (target server). The default URL address is http://<Application Server name>. Result: The main logon window of Symposium Web Client appears.
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In the username and Password boxes, log on to the server using the webadmin username and password, or any other username/password combination that you know was stored on the Windows 2000 Server/ Advanced Server (source server).
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Click Login. Result: If you can log on and verify that any servers that were configured on the Windows 2000 Server/Advanced Server (source server) are now visible on the Windows Server 2003 (target server), the data transfer was successful. Do not perform more in-depth tests of the data transfer until you restore the non-Active Directory files from the source server to the target server. For details, see Step 17. “Update the DNS configuration of the target server” on page 718.
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Step 17. Update the DNS configuration of the target server After you successfully transfer all data from the Windows 2000 Server/ Advanced Server (source server) to the Windows Server 2003 (target server), the target server no longer needs to be configured as a member of the source server domain.
Updating the DNS configuration on the target server 1
Log off as the domain user on the Windows Server 2003 (target server), and then log on as the local Administrator on the source server.
2
On the source server, click Start > Settings > Control Panel.
3
Double-click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
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Right-click Local Area Connection and then click Properties. Result: The Local Area Connection Properties window appears.
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Click on Internet Protocol (TCP/IP) and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
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In the Preferred DNS server box, enter the IP address of the DNS server on your network. Your network administrator can provide you with this information.
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Click OK.
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Close all windows to complete the procedure.
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Removing the target server from the source server domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
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To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. To add the server to an existing domain, click the Domain option button, and then type the name of the domain (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix).
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Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
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In the Password box, type the password.
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Click OK. Result: A window appears welcoming you to the domain that you specified.
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Restart the server when prompted to do so.
What is next? If you need not change the computer name or IP address, proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. To change the computer name or IP address, proceed to:
Step 18. “Reset the new computer name of the target server” on page 725 Step 19. “Run the Symposium Web Client ChangeSOAPSrv utility” on page 731 Step 20. “Reset iceAdmin password” on page 732
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Step 21. “Change the IP address of the target server” on page 734.
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Step 18. Reset the new computer name of the target server If the do not change the computer name or IP address, you can proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. When you change the computer name on a Windows Server 2003 platform after you install Symposium Web Client, reset the IUSR_SWC account to reflect the new name in order that Symposium Web Client functions properly. Perform this procedure on a stand-alone application server that is running Windows Server 2003 only if you change the computer name of the server after you install Symposium Web Client. Resetting the IUSR_SWC account to reflect the new computer name On a stand-alone application server, an administrator must reset the IUSR_SWC account to reflect the new computer name. 1
Click Start > 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
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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.
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Click the Directory Security tab. Result: The Directory Security page appears.
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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.
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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, highlight the IUSR_SWC account, and then click OK. Result: The Select User window reappears with the IUSR_SWC account listed.
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Click OK. Result: The Authentication Methods dialog reappears, with the IUSR_SWC user account shown.
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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 window appears.
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Type the password again, and then click OK. Result: The system records the password.
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Click OK to save your changes.
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Step 19. Run the Symposium Web Client ChangeSOAPSrv utility If you do not change the computer name or IP address, you can proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. After you change the computer name, some SOAP processes do not function properly (because they still refer to the old computer name). On a stand-alone application server, an administrator or support technician must run the Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. Perform this procedure on a stand-alone application server that runs Windows Server 2003 only if you change the computer name of the server after you install Symposium Web Client. Running the Symposium Web Client ChangeSOAPSrv utility 1
On the application server, open a command prompt and navigate to C:\Program Files\Nortel Networks\WClient\Apps\Supportutil where C is the drive on which Symposium Web Client is installed.
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At the prompt, type ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\ Common\SOAP;
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Press Enter. Result: A window appears, showing the updated SOAP files.
4
To verify that SOAP processes are functioning, try to launch and work with a Symposium Web Client component that requires SOAP (for example, Configuration).
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Step 20. Reset iceAdmin password If you do not change the computer name or IP address, you can proceed directly to Step 22. “Reconnect to the customer LAN” on page 737. If you change the computer name, you must reset the iceAdmin password for Symposium Web Client to function properly. Resetting the iceAdmin password after a computer name change 1
Click Start > Programs > Symposium Web Client > Configuration.
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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 window appears.
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In the Old Password box, type the old password.
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In the New Password box, retype the old password for the iceAdmin user account. This resets the iceAdmin password.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then resets the password in all required components.
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Step 21. Change the IP address of the target server If you do not change the computer name or IP address, you can proceed directly toStep 22. “Reconnect to the customer LAN” on page 737. It is possible to change the IP Address of the Symposium Web Client server simply by changing the IP Address of the Network Interface Card (NIC). There are no other changes required for the application to continue to function correctly. To prevent IP conflict, you must disconnect the target server from the hub or crossover cable before changing the IP address on the target server.
Changing the IP address on the target server
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1
Disconnect the target server from the hub or crossover cable.
2
Click Start > Settings > Control Panel.
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Double click Network and Dial-Up Connections. Result: The Network and Dial-Up Connections window appears.
4
Right-click Local Area Connection and then click Properties. Result: The Local Area Connection Properties window appears.
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Click on Internet Protocol (TCP/IP) and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window appears.
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In Use the following IP address, enter the IP address of the target server. You can use the same IP address as the source server if you choose.
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Click OK.
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Close all windows to complete the procedure.
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Step 22. Reconnect to the customer LAN To reconnect to the LAN, complete the following procedure.
Reconnecting to the customer LAN 1
If you have not already done so, disconnect the target server from the hub or crossover cable.
2
Reconnect the target server to the customer LAN.
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Step 23. Restore the data files from the source server to the target server Perform this procedure to restore the files that you backed up from the source server to the Windows Server 2003 (target server).
Prerequisites Before you perform this procedure, you must ensure that the target server has the following software installed and configured correctly:
Windows Server 2003 all required third-party software such as Microsoft Active Directory Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is installed on the source server) Symposium Web Client 4.5 SU05 (or later) For details about installing and configuring Symposium Web Client Release 4.5 SU05, see Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on page 633.
You must ensure that the location where you backed up the Symposium Web Client migration files (see Step 5. “Back up migration data on the source server” on page 617) is accessible from the Symposium Web Client 2003 installation on the target server.
Choosing the appropriate method to restore your files If the backup of the data files stored outside of Active Directory on the Windows 2000 Server/Advanced Server (source server) was performed manually, you must manually restore/copy the files into the corresponding locations on the Windows Server 2003 (target server).
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If the backup of the data files stored outside of Active Directory on the Windows 2000 Server/Advanced Server (source Server) was performed using Windows Backup tool, follow the procedure “Restoring the non-Active Directory files from the source server to the target server using the Windows Backup Tool” on page 739.
Restoring the non-Active Directory files from the source server to the target server using the Windows Backup Tool Use this procedure to restore the files that you backed up from the Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server). ATTENTION
1
You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
To start the backup, click Start > Programs > Accessories >System Tools > Backup. If you restore data from a tape, update the on-disk catalog for the tape before you perform the restore operation.
2
Click the Restore tab.
3
In the Restore tab, in Click to select the check box for any drive, folder, or file that you want to restore, select the following files and folders to restore (where C is the drive on which Symposium Web Client is installed):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
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In addition to the preceding list of files, you must also back up any files that you save on the application server for Symposium Web Client operations, such as:
custom report templates
Historical Reporting output files
snapshots of real-time displays
snapshots of Emergency Help panels
The locations of real-time display snapshots and Emergency Help snapshots are decided by the user. The following is a list of default paths:
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Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the drive on which Symposium Web Client is installed).
Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive on which Symposium Web Client is installed).
4
In Restore files to, click Original location.
5
Click Tools > Options.
6
Click the Restore tab, and select Always replace the file on my computer.
7
Click OK to accept the restore options you have set.
8
Click Start Restore.
9
Click OK to start the restore operation.
10
Using Symposium Web Client on the target server, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first.
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Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
Section E: Postmigration tasks
In this section Step 24. Configure Real-Time Reporting on the target server
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Step 25. Configure Emergency Help on the target server
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Step 26. Configure Agent Desktop Display 4.5 parameters on the server
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Step 27. Recreate filters containing routes on the target server
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Step 28. Test your migrated software
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Step 24. Configure Real-Time Reporting on the target server For the Real-Time Reporting component of Symposium Web Client to function properly, you must configure two different IP multicast addresses on the target server:
The receiving IP multicast address of the Symposium Web Client application This is the address Symposium Web Client uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address on Symposium Call Center Server. The sending IP multicast address of the Symposium Web Client application This is the address Symposium Web Client uses to send multicast data.
The sending and receiving IP multicast addresses of the Symposium Web Client application must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Nortel Symposium Call Center Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive Real-Time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the Real-Time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients.
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Configuring Real-Time Reporting on the target server 1
Click Start > Programs-> Symposium Web Client > Configuration. Result: The Real-Time Reporting window appears.
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2
Standard 10.15
Click the RTR Registry Settings icon in the right pane of the console window. Result: The RTR Properties window appears.
3
In the IP Receive Address box, type the IP address for receiving. The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server.
4
In the IP Send Address box, type the IP address for sending. The IP Send Address in Symposium Web Client must be different from the IP Receive address in Symposium Web Client.
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The IP Send address in Symposium Web Client cannot be the same as any other IP Send address for any other Symposium Web Client server in the network. ATTENTION
5
If the server in Symposium Call Center Server is part of a networked contact center, all servers in Symposium Call Center Server within the network must have the same multicast IP address. The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the application server. The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:
The Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server
The Output Rate at which the application server outputs data to client PCs
The Transform Rate at which the application server processes data
Example: If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Nortel Symposium Call Center Server CapTool User's Guide. 6
Increase the value in the OAM Timeout box to 50 000.
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Nortel recommends that you leave the Compress Realtime Data Packets check box selected. If you clear this check box, you disable Real-Time data packet compression. ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 10. Nortel recommends this option. OR If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 8. OR
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To support both transmission types, select the Multicast and Unicast option and proceed to step 8. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears in the lower section of the window.
8
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast Real-Time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to Unicast LAN/WAN impact in the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05.
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9
Select the Restart Real Time Reporting Service check box.
10
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service has restarted successfully.
11
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Close all windows to complete the procedure.
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Step 25. Configure Emergency Help on the target server To configure Emergency Help on the target server, complete the following procedure.
Configuring Emergency Help on the target server 1
Click Start > Programs > Symposium Web Client > Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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3
Standard 10.15
Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
4
In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the preinstallation worksheet in the Nortel Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5 SU05, to verify the IP Send address that you chose for the Symposium Web Client application server to send Emergency Help data to client PCs.
5
Select the Restart Emergency Help Service check box.
6
Click OK. If you do not select the Restart Emergency Help Service check box, the system prompts you to do so.
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Step 26. Configure Agent Desktop Display 4.5 parameters on the server To configure Agent Desktop Display 4.5 parameters on the server, complete the following procedure.
Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Symposium Agent Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the application server IP send address that you configured in the RTR Configuration Tool.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed.
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The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds. 4
In the Max agents box, type the maximum number of agents who can simultaneously log on to the Symposium Agent Desktop Displays component and view the real-time statistics. If the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Symposium Call Center Server Planning and Engineering Guide.
5
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
6
In the Statistics Configuration table, choose the statistics that you want to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
7
To add the statistics column to the displays, select the Show check box for each statistic that you want to add.
8
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic that you want to move, and then click the up or down button to change its position. The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display.
9
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To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
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If you do not set the threshold levels in the Configuration component of Web Client or in Symposium Call Center Server, the values appear in white in the Symposium Agent Desktop Displays. Repeat for each statistic for which you want to set threshold display colors. 10
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
11
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 13.
12
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
13
Click Save.
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Step 27. Recreate filters containing routes on the target server To recreate filters containing routes on the target server, complete the following procedure.
Recreating filters containing routes on the target server Following a successful ADAM migration you must recreate routes information to any filters that require them. For each user with historical filters requiring routes:
754
1
Log on to Symposium Web Client.
2
Go to the Filtersets page in the Historical Reporting component.
3
Open each of the filters that contained routes prior to the ADAM migration and recreate all the routes.
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Step 28. Test your migrated software After you restore the files from the original Windows 2000 Server/Advanced Server (source server) to the Windows Server 2003 (target server), test the migration of the data by connecting to the target server and using Symposium Web Client. Compare the data that is shown on this target server with the source server over a period of time (for example, one week). Confirm also that all nonActive Directory data (such as Historical Reporting templates) is restored to the Windows Server 2003 (target server).
What is next? You are now ready to perform a direct upgrade from Symposium Web Client 4.5 on Windows 2003 to Contact Center Manager Administration 6.0 on the target server. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
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Section F: Troubleshooting
In this section Overview
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Trouble scenarios and tips
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Overview This section provides simple investigative tips to use when solving problems that can arise during the ADAM Migration procedure. This section is not intended as a comprehensive troubleshooting guide, but as a guideline for users who experience difficulty in completing the ADAM Migration process.
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Trouble scenarios and tips The following section describes how to troubleshoot migration problems.
How do I know that the ADAM_Migration_Tool.msi was installed on Windows 2000 Server/Advanced Server (source server)? You are not sure if the ADAM Migration Tool.msi is installed on the source server. Solution 1
Launch the Control Panel and select Add or Remove Programs.
2
In the Change Or Remove Programs window, the ADAM Migration Tool is listed if it was installed on the Windows 2000 Server/Advanced Server computer. Removing the ADAM Migration Tool via the Remove option in the Change Or Remove Programs does not remove the updates that were applied to Active Directory during the ADAM Migration Tool installation, but does allow the ADAM Migration Tool to be reinstalled again.
Migration attempted on the target server without running ADAM Migration Tool.msi on the source server You ran the ADAM Migration Tool.msi on the target server without running ADAM Migration Tool.msi on the source server first. Investigation If you do not run the ADAM Migration Tool on the Windows 2000 Server/ Advanced Server (source server) first, the following error appears during the ADAM Migration on the Windows Server 2003 computer (target server).
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1
Select OK and continue running the ADAM Migration Tool.
2
At the prompt, type the Administrator password for the source server, and then press Enter.
3
Click Finish to complete the transfer process.
4
If you select Yes for logging, no log file is created.
Solution
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1
On the target server, remove the ADAM Migration Tool through the Control Panel > Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs windows.
3
Select ADAM Migration Tool and click Remove.
4
On the target server, uninstall the Symposium Web Client Application and any errors incurred during uninstall can be ignored as ADAM is currently not on the computer.
5
Reinstall Symposium Web Client R4.5 SU05 on the target server.
6
On the source server, launch the Control Panel and select Add or Remove Programs.
7
In the Change or Remove Programs window, the ADAM Migration Tool is listed if it was installed on the source server.
8
On the source server, check that the ADAM Migration Tool is not listed in the Change or Remove Programs Window. This indicates that the tool has not been run and therefore must be run before attempting to migrate the data onto the target server.
9
Run the ADAM Migration Tool on the target server.
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An incorrect Domain Name and Preferred DNS IP Address was entered on the Windows Server 2003 (target server) while attempting an ADAM migration When you run the ADAM Migration Tool.msi on the target server, you enter an incorrect source server Domain name and an incorrect Preferred DNS IP Address. Investigation If you enter an incorrect source server Domain name and Preferred DNS IP Address on the target server while attempting an ADAM migration, the following error appears.
1
Select OK and continue running the ADAM Migration Tool. You receive no prompt for the Administrator password for the Windows 2000 Server/Advanced Server (source server).
2
Several error messages appear that can be ignored by clicking OK.
3
Click Finish to complete the transfer process.
4
If you select Yes for logging, no log file is created.
Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs windows.
3
Select ADAM Migration Tool and click Remove.
4
Update the Preferred DNS IP Address to reference the IP Address of the source server. For details, see “Configuring DNS on the target server to use the Windows 2000 DNS server (source server),” on page 699.
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5
Uninstall the Symposium Web Client Application and any errors incurred during uninstall can be ignored as Active Directory Application Mode (ADAM) is currently not on the computer.
6
Reinstall Symposium Web Client R4.5 SU05 on the target server.
7
Run the ADAM Migration Tool on the target server with correct target server Domain Name.
An incorrect Windows 2000 Server/Advanced Server (source server) Domain Name was entered The ADAM Migration Tool.msi was run on the target server but an incorrect source server Domain name was entered. Investigation If you enter an incorrect source server Domain Name during the ADAM Migration process on the target server, the ADAM Migration operation appears to succeed; however, the log file shows the following: Establishing connection to target server localhost:389. Saving Configuration File on DC=testDomain,DC=testDomain Saved configuration file. ADAMSync is querying for a writeable replica of testDomain. Error: DCLocator call failed with error 1355. Attempting to bind directly to string. Establishing connection to source server testDomain:389. Ldap error occured. ldap_bind_s: Server Down. Extended Info: . Ldap error occured. ldap_bind_s: Server Down. Extended Info: .
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Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs window.
3
Select ADAM Migration Tool and click Remove.
4
Run the ADAM Migration Tool on the target server with the correct source server Domain Name, which must include the extension.
Preferred DNS IP Address on Windows Server 2003 computer is incorrect The ADAM Migration Tool.msi on the target server but the Preferred DNS IP Address is incorrect. Investigation You configure the target server with an incorrect Preferred DNS IP Address, The ADAM Migration procedure proceeds and appears to succeed; however, the log file shows the following: Establishing connection to target server localhost:389. Saving Configuration File on DC=CCMADomain,DC=com,DC=CCMADomain Saved configuration file. ADAMSync is querying for a writeable replica of CCMADomain.com. Error: DCLocator call failed with error 1355. Attempting to bind directly to string. Establishing connection to source server CCMADomain.com:389. Ldap error occured. ldap_bind_s: Server Down. Extended Info: . Ldap error occured. ldap_bind_s: Server Down. Extended Info: . Installation and Maintenance Guide
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Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs window.
3
Select ADAM Migration Tool and click Remove.
4
Update the Preferred DNS IP Address to reference the IP Address of the source server. For information, see “Configuring DNS on the target server to use the Windows 2000 DNS server (source server)” on page 699.
5
Run the ADAM Migration Tool on the target server.
A Domain Name was entered without extension The ADAM Migration Tool.msi was run on the target server and the correct source server Domain name was entered, however the extension of the Domain, for example .com, was omitted. Investigation The source server Domain Name, without the extension, was entered during the ADAM Migration process on the target server. The ADAM Migration operation appears to succeed however the log file appears as follows: Establishing connection to target server localhost:389. Saving Configuration File on DC=CCMADomain,DC=CCMADomain Saved configuration file. ADAMSync is querying for a writeable replica of CCMADomain. Establishing connection to source server CCMADOMCTRL:389. Using file .?dam32A.tmp as a store for deferred dnreferences. Populating the schema cache Populating the well known objects cache 764
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Ldap error occured. ldap_get_next_page_s: Referral. Extended Info: 0000202B: RefErr: DSID-03100698, data 0, 1 access points ref 1: 'ccmadomain'. Ldap error occured. ldap_get_next_page_s: Referral. Extended Info: 0000202B: RefErr: DSID-03100698, data 0, 1 access points ref 1: 'ccmadomain'. Saving Configuration File on DC=CCMADomain, DC=CCMADomain Saved configuration file.
Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs Window.
3
Select ADAM Migration Tool and click Remove.
4
Run the ADAM Migration Tool on the target server with the full source server Domain Name, which includes the extension
You enter an incorrect Administrator password When you run the ADAM Migration Tool.msi on the target server, you enter an incorrect Administrator password for the source server. Investigation If you enter an incorrect Administrator password for the source server during the ADAM Migration process on the target server, the ADAM Migration operation appears successful; however, the log file appears as follows: Establishing connection to target server localhost:389. Saving Configuration File on DC=CCMADomain, DC=com, DC=CCMADomain Saved configuration file. ADAMSync is querying for a writeable replica of CCMADomain.com. Installation and Maintenance Guide
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Establishing connection to source server ccmadomctrl.CCMADomain.com:389. Ldap error occured. ldap_bind_s: Invalid Credentials. Extended Info: 8009030C: LdapErr: DSID-0C0903E2, comment: AcceptSecurityContext error, data 0, v893. Ldap error occured. ldap_bind_s: Invalid Credentials. Extended Info: 8009030C: LdapErr: DSID-0C0903E2, comment: AcceptSecurityContext error, data 0, v893.
Solution 1
Remove the ADAM Migration Tool through the Control Panel and Add or Remove Programs window ONLY.
2
Open the Change Or Remove Programs window.
3
Select ADAM Migration Tool and click Remove.
4
Run the ADAM Migration Tool on the target server with the correct Administrator password for the source server.
Cannot install SWC R4.5 SU05 After you add the target server to the source server domain, and then install Symposium Web Client R4.5 SU05, the following error may appear during the installation if the Preferred DNS IP Address is incorrect.
Select OK and continue the Symposium Web Client R4.5 SU05 installation.
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Solution 1
Update the Preferred DNS IP Address to reference the IP Address of the source server. For information, see “Configuring DNS on the target server to use the Windows 2000 DNS server (source server)” on page 699.
2
Uninstall the Symposium Web Client Application and any errors incurred during uninstall can be ignored as Active Directory Application Mode (ADAM) is currently not on the computer.
3
Reinstall Symposium Web Client R4.5 SU05 on the target server.
Installation of Symposium Web Client on Windows 2003 fails because of Windows Script Host error message After you input the password information for the iceAdmin account during Symposium Web Client installation, you receive the following Windows Script Host error message: “There is no file extension in C:\PROGA~1\Nortel.” The Symposium Web Client installation does not install the ADAM application even though the installer acknowledges the error and attempts to continue with the installation. This problem occurs when the capability to generate 8.3 style short filenames is disabled in your Windows operating system either as part of its operating system image or through your security policy. Symposium Web Client installation fails if the Windows Server 2003 has 8.3 type filename disabled. Specifically the Microsoft ADAM (Active Directory Application Mode) component fails to install. Solution You must change the registry key value of HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf sdisable8dot3namecreation from 1 to 0 to enable the generation of 8.3 style short filenames. Enabling the generation of 8.3 style short filenames 1
Click Start > Run.
2
In the text box, type regedit.
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Click OK. Result: The Registry Editor appears.
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4
In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst em\ntfsdisable8dot3namecreation
5
Change the value of the registry key from 1 to 0 by double clicking on the registry ntfsdisable8dot3namecreation value, and changing the value in the Value Data field of the Edit dialog Windows from 1 to 0.
6
Close all windows to complete the procedure.
Contact Center Manager Administration
Chapter 9
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server In this chapter Overview
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Section A: Preparing for the upgrade
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Section B: Upgrading the product software
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Section C: Postupgrade tasks on the CCMA server
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Section D: Configuring the client PC
903
Section E: Upgrade agent workstations
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Section F: Migrate Classic Client
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Overview You can use the procedure in this section to upgrade from Symposium Web Client Release 4.5 SUS0601 v1 on a Windows 2003 platform to Contact Center Manager Administration Release 6.0 on the same server. If your Symposium Web Client 4.5 is running on Windows Server 2000/ Advanced Server, you must perform a full platform migration to Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0 using the procedures in this chapter. For information about migrating Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To to upgrade your Symposium Web Client 4.5 (Windows 2003) to Contact Center Manager Administration 6.0 on a new server, use the procedures documented in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.”
Migrating Classic Client data If you have Classic Clients operating in your data network, you must migrate your Classic Client data because Contact Center Manager Administration 6.0 does not support Classic Client. You can migrate your Classic Client data before or after you perform the upgrade. For more information about planning your upgrade and compatibility considerations for Classic Client, see the Contact Center Planning and Engineering Guide. The procedures to migrate Classic Client are documented in Section F: “Migrate Classic Client,” on page 935.
Timing The following upgrade times provide guidance on the time required for software upgrade: 770
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Preinstallation (including operating system installation/configuration): 2.5 hours
Upgrading the server software: 30 minutes
Postinstallation: 1.5 hours
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:
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
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Section A: Preparing for the upgrade
In this section Step 1. Read the documentation for performing an upgrade
774
Step 2. Gather the materials required for an upgrade
775
Step 3. Ensure that all servers are compatible
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Step 4. Ensure the application server meets CCMA 6.0 requirements
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Step 5. Perform a full backup of the Symposium Web Client server
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Step 6. Back up Symposium Web Client data files
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Step 7. Remove Terminal Services (optional)
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Step 8. Add ASP.NET applications to IIS
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Step 9. Get documentation for the XML Automated Assignments feature
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Step 11. Verify that the SWC server can update the ADAM schema
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Step 1. Read the documentation for performing an upgrade Perform the following tasks:
Read Chapter 7, “Upgrading”. Check for any installation addenda or updated customer documentation on the Nortel Web site (www.nortel.com), or on the Partner Information Center Web site (www.nortel.com/pic). The addenda and documentation may contain important information regarding your upgrade.
ATTENTION
If your Symposium Web Client 4.5 is running on Windows Server 2000/Advanced Server, you must perform a full platform migration to Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0 using the procedures in this chapter. For information about migrating Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To upgrade your Symposium Web Client 4.5 (Windows 2003) to Contact Center Manager Administration 6.0 on a new server, use the procedures documented in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.”
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Step 2. Gather the materials required for an upgrade The following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0. Qty
Description
✔
1
Contact Center Manager installation DVD
❑
Use the Contact Center Manager installation DVD to install one or all of the following:
Contact Center Manager Administration software
Crystal Enterprise 10 Embedded software
pcAnywhere 11.5 Host-Only software
required hotfixes
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Step 3. Ensure that all servers are compatible Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 SUS0504 (or later), and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration 6.0 is incompatible with previous releases of Symposium Call Center Server. If you install Contact Center Manager Administration 6.0 on a co-resident server, you must install Contact Center Manager Server 6.0 first. You cannot install Contact Center Manager Administration 6.0 on a co-resident server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility You can use Contact Center Manager Administration to administer Symposium Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0. To administer Contact Center Manager Server 6.0, you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration. For more information about compatibility, see “Compatibility with CCMS and SCCS” on page 596.
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Step 4. Ensure the application server meets CCMA 6.0 requirements Before you upgrade Symposium Web Client to Contact Center Manager Administration Release 6.0, ensure that the application server meets all the minimum hardware and software requirements. For information about hardware and software requirements, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 5. Perform a full backup of the Symposium Web Client server Before you complete the migration procedure or upgrade the application server, Nortel recommends that you make a complete backup of the Symposium Web Client application server, including the system state, using a third-party backup tool or the Microsoft Windows Backup tool. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. Nortel recommends that you perform full backups during periods of low activity.
Performing a full backup of the source server If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For information about creating full backups of the application server, see the Microsoft documentation or the documentation of the third-party backup tool of your choice. CAUTION Risk of loss of data .
778
You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
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Step 6. Back up Symposium Web Client data files After you perform a full backup of the source server (see Step 5. “Perform a full backup of the Symposium Web Client server” on page 778), create a backup of the individual Symposium Web Client data files, including Microsoft Active Directory Application Mode (ADAM). Nortel recommends that you back up the individual Symposium Web Client files in addition to performing a full backup of the Symposium Web Client server because this creates a more manageable backup file containing only the Symposium Web Client data files that need to be restored in the event of an upgrade failure in which you must restore the Symposium Web Client data files, but not the entire operating system. The Symposium Web Client data files to back up include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data CAUTION Risk of loss of data
.
Do not back up Microsoft ADAM files by manually copying files. If you back up ADAM files by manually copying files, ADAM does not function when restored to a new server. Nortel recommends that you back up ADAM files by using the Windows Backup Tool.
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Backing up Symposium Web Client data files using the Microsoft Windows Backup Tool For detailed steps and information about the Microsoft Windows Backup Tool, go to www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
4
5
6
In the left pane, select the check box for the following files and folders (where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
In the left pane, select the check box for the following files and folders (where
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device.
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If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you do not have a tape drive, or your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 7
In Backup media or file name, if you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file. OR If you back up files and folders to a tape, choose the tape to use.
8
Click Start Backup. Result: The Backup Job Information window appears.
9
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
10
Close all windows to complete the procedure.
For more information about using the Windows Backup Tool or other backup strategies, see the Microsoft documentation at www.microsoft.com.
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Step 7. Remove Terminal Services (optional) This is an optional step. Symposium Web Client 4.5 required Terminal Services for Scripting. Because Scripting is a fully integrated Web-based client in Contact Center Manager Administration 6.0, you can remove Terminal Services before performing your upgrade to Contact Center Manager Administration 6.0. However, you may have third-party products on your application server that require Terminal Services. In this case, you can keep Terminal Services on the application server and this does not affect the performance of Contact Center Manager Administration 6.0. If you do not want to remove Terminal Services from the application server, you can proceed directly to Step 9. “Get documentation for the XML Automated Assignments feature” on page 787.
Removing Terminal Services 1
On the Symposium Web Client server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs windows appears.
2
In the left pane, click Add/Remove Windows components. Result: The Windows Components Wizard window appears.
3
In the Components list, clear Terminal Server and Terminal Server Licensing.
4
Click Next. Result: The Terminal Server Setup dialog appears warning you that this option removes Terminal Server from your computer.
5
Click Next. Result: Terminal Services is removed from your computer and the Completing the Windows Components Wizard window appears.
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6
Click Finish.
7
Click Yes to reboot the application server.
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Step 8. Add ASP.NET applications to IIS For the Report Creation Wizard component of Contact Center Manager Administration to function, you must configure Internet Information Services (IIS) to support ASP.NET applications. If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager Administration server, proceed to Step 16. “Configure IIS settings for Report Creation Wizard” on page 826. If you do not perform this task, the following error message appears when you attempt to launch Report Creation Wizard: “Visual Studio.NET has detected that the specified Web server is not running ASP.NET version 1.1. You will be unable to run ASP.NET Web applications or services.” You may be asked for your Windows 2003 Server installation CD during the configuration steps of this procedure.
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Configuring IIS to support ASP.NET applications 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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In the left pane, click Add/ Remove Windows components. Result: The Windows Components Wizard window appears.
3
Under Components, select Application Server, and then click Details. Result: The Application server dialog box appears.
4
Under Subcomponents of Application Server, select the ASP.NET check box.
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Click OK. Result: The Application server dialog box closes.
6
Click Next. If you receive a prompt to insert your Windows Server 2003 installation disk, insert the Windows Server 2003 installation CD in the CD-ROM drive. Result: The Completing the Windows Components Wizard window appears.
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7
Click Finish.
8
Close all windows to complete the procedure.
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Step 9. Get documentation for the XML Automated Assignments feature If you need not upgrade this feature, you can skip to Step 10. “Install the Crystal Enterprise 10 Embedded software” on page 788. If you upgrade the XML Automated Assignments feature, ensure that you have the Contact Center Manager Administrator’s Guide on hand for instructions about using this feature. You can also consult other associated documentation and engineering or development support resources for the XML Automated Assignments feature, which are provided through the Nortel Developer Program only. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on the Web site at www.nortel.com/developer.
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Step 10. Install the Crystal Enterprise 10 Embedded software If you installed this software on the server, you can proceed to Section B: “Upgrading the product software,” on page 801. To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You do not need to purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information window appears.
7
Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type window appears.
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Click the Full option button, and then click Next. Result: The Ready to Install the Application window appears.
9
Click Next. Result: The system begins installing the software and the following window appears.
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10
When the installation is finished, the Completed window appears.
11
Click Finish.
Installing the Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 13. “Install required hot fixes for third-party software” on page 812.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
10
Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
11
Click Yes. Result: The InstallShield Wizard Complete window appears.
12
Click Finish. ATTENTION
794
After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for third-party software” on page 812.
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Step 11. Verify that the SWC server can update the ADAM schema This task is required only if you plan to upgrade a Symposium Web Client server in a replication configuration set. If the server is not part of a replication configuration set, you can proceed to Section B: “Upgrading the product software,” on page 801. When you upgrade Symposium Web Client replication servers, the first server that you upgrade in the replication configuration set must be the schema master (for example, the primary Symposium Web Client server that was installed with the first instance of ADAM). The Symposium Web Client server that is the schema master is responsible for updating the ADAM schema and is the server that the other replicating servers in the ADAM configuration set referenced to when they were installed. To verify that Symposium Web Client server is the schema master and can update the ADAM schema, complete the following tasks. 1.
Verify that the Symposium Web Client server that you plan to upgrade first is the schema master.
2.
Verify that the schema master can update the ADAM schema.
Verifying that SWC server to upgrade first is the schema master 1
From the Start menu, click Run.
2
In the Open box, type MMC to open the Microsoft Management Console.
3
Click OK.
4
In the Console window, click File > Add/Remove Snap-in.
5
In the Add/Remove Snap-in dialog box, click Add.
6
In the Add Standalone Snap-in dialog box, from the list, select ADAM Schema.
7
Click Add.
8
Click Close to close the Add Standalone Snap-in dialog box.
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9
Click OK to close the Add Remove Snap-in dialog box.
10
In the Console window, right click ADAM Schema and select Change ADAM Server. Result: The Connect to ADAM Server dialog box appears.
11
In the ADAM server box, type the DNS name of the SWC server (case sensitive).
12
In the Port box, type 389.
13
Click OK.
14
Right click ADAM Schema and select Operations Master. Result: The Change Schema Master dialog box appears.
15
In the Current schema master box, ensure that value is the name of server that you are verifying.
16
If the value in the Current schema master box is the name of another server in the replication configuration, then this other server is the server that you must first upgrade to Contact Center Manager Administration.
17
Exit the MMC console.
Verifying that the schema master can modify the ADAM schema To verify that the schema master can modify the ADAM schema, reapply an existing Symposium Web Client 4.5 ADAM schema attribute. Completing completing this procedure does not result in lost ADAM data. The ADAM schema structure is reapplied and existing data is not overwritten or deleted.
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1
Open a DOS window and navigate to :\Program Files\Nortel Networks\WClient\Apps\Sysops.
2
Locate the windows ADAM directory. It is either C:\Winnt or C:\Windows.
3
At the prompt, type c:\winnt or windows\adam\ldifde -i -k -j . -c CN=Schema,CN=Configuration #schemaNamingContext -s localhost:389 -f ".\ice.schema_upgrade.040502.ldf".
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4
If the following output appears, this Symposium Web Client server is the schema master and can modify the ADAM schema.
5
If the following output appears, this SWC server is not the schema master and cannot modify the ADAM schema. Proceed to “Transferring schema master ownership” on page 797.
Transferring schema master ownership If the Symposium Web client server cannot modify the ADAM schema, transfer or seize the schema master ownership using the Microsoft DSMGMT utility. 1
Open a new DOS prompt, and navigate to C:\WINNT\ADAM or C:\WINDOWS\ADAM.
2
At the prompt, type dsmgmt.
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At the dsmgmt prompt, type roles.
4
At the fsmo maintenance prompt, type connections.
5
At the server connections prompt, type connect to server SWC DNS ServerName:389.
6
At the server connections prompt, type q.
7
At the fsmo maintenance prompt, enter transfer schema master.
8
In the Role Transfer Confirmation dialog box, click Yes.
9
If the transfer is successful the following output appears. Proceed to “Verifying that the schema master can modify the ADAM schema” on page 796.
10
If the transfer is unsuccessful the following output appears. Proceed to “Seizing schema master ownership” on page 799.
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Seizing schema master ownership If you cannot transfer schema master ownership, complete this procedure to seize ownership. 1
At the fsmo maintenance prompt, enter seize schema master.
2
In the Role Seizure Confirmation dialog box, click Yes. Result: The following output appears:
3
Proceed to “Verifying that the schema master can modify the ADAM schema” on page 796.
What is next? You can upgrade the Contact Center Manager Administration Release 6.0 software. For information, see Section B: “Upgrading the product software,” on page 801.
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Section B: Upgrading the product software
In this section Step 12. Upgrade the product software
802
Step 13. Install required hot fixes for third-party software
812
Step 14. Apply the latest Service Update and Service Update Supplement 813
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Step 12. Upgrade the product software This step describes how to upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client (only when installed on a Windows Server 2003 platform) to Release 6.0 of Contact Center Manager Administration on the same server. You cannot use the procedures in this chapter to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To upgrade to Contact Center Manager Administration 6.0 on a new server, see Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.” You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. If Symposium Web Client or Contact Center Manager Administration is replicating ADAM with another server, you must: 1.
Disable replication on the primary replicating server that is the schema master. Do not disable replication on the secondary replicating servers. To verify that the primary replicating server is the schema master, see Step 11. “Verify that the SWC server can update the ADAM schema” on page 795.
802
2.
Upgrade the schema master server (map drives first).
3.
Disable replication on each secondary replicating server.
4.
Upgrade each secondary replicating server (map drives first).
5.
Enable replication on the primary replicating server that is the schema master.
6.
Enable replication on each of the secondary replicating servers.
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Stopping replication on replicating servers To upgrade the schema master server, disable replication only on this server. Do not disable replication on the secondary replicating servers until you upgrade the schema master server. After you upgrade the schema master server, disable replication on all of the secondary replicating servers in the replication configuration set. 1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To disable outbound replication, type repadmin /options +DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Mapping drives to the source location of the product software 1
Insert the Contact Center Manager installation DVD into the Contact Center Manager Administration server DVD-ROM drive.
2
Launch Windows Explorer and browse to the DVD drive.
3
Right-click on the DVD drive in the system tree and select Properties from the menu. Result: The DVD Properties dialog box appears.
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Select the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
6
In the Share name box, type your share name.
7
Click Apply.
8
Click OK. Result: The DVD Properties dialog box closes.
9
In Windows Explorer, select Tools > Map Network Drive. Result: The Map Network Drive dialog box appears.
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10
In the Folder box, enter the server details as \\<server>\<share>, where <server> is the system that contains the physical DVD media and <share> is the share name.
11
Click Finish. Result: The Map Network Drive window closes and your mapped drive appears in the system tree.
Upgrading from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 Before you perform this procedure, complete the following tasks:
Map your drive to the source location of the product software. For more information, see “Mapping drives to the source location of the product software” on page 803. Stop the ADAM replication service on each replicating server until the upgrade is complete (only if Symposium Web Client or Contact Center Manager Administration replicates ADAM with another server). For information about stopping replication, see “Stopping replication on replicating servers” on page 803.
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Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In the Contact Center Manager Administration server, browse to the drive that you mapped to the source location of the product software. If you did not map your drive to the source location of the product software, see “Mapping drives to the source location of the product software” on page 803.
3
In the left pane, click the plus sign (+) next to drive that you mapped to the source location of the product software. Result: The folder expands.
4
In the right pane, click setup.exe. Result: The File Download warning box appears.
5
Click Open. Result: The Contact Center Manager DVD installer main menu appears.
6
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Select Contact Center Manager Administration from the components list.
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Click Install. Result: The InstallShield Wizard checks the system for required components. If the required components are on the system, the Welcome to Contact Center Manager Administration Setup Wizard window appears, immediately followed by the Upgrading the Contact Center Manager Administration main setup window.
Any patches installed are automatically removed by the installation prior to the upgrade taking place.
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Click Next. Result: The Upgrading the Contact Center Manager Administration status window appears, and the system copies new files to the Contact Center Manager Administration server.
If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the upgrade does not proceed, click Ignore. The upgrade proceeds. You cannot upgrade to a previous version of Contact Center Manager Administration. If you upgrade to a previous version, a message box appears, prompting you to end the upgrade process. 9
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After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
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This window appears every time you install or upgrade Contact Center Manager Administration. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
10
In the Old Password text box, type the old password for this account. If you forget or misplace the old password, you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 23. “Configure new ADD 6.0 parameters on the server (optional)” on page 887.
11
In the New Password text box, type the new password for the iceAdmin user account. It is not necessary to change your iceAdmin password to a new password. To keep the old password, type the same password in the New Password text box. If you choose to change the iceAdmin password, any shares configured for exporting historical reports using the iceAdmin password must be reconfigured.
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After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 23. “Configure new ADD 6.0 parameters on the server (optional)” on page 887. 12
In the Confirm Password box, type the new password again.
13
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates and Server SOAP templates. After all files are installed, the Completing the Contact Center Manager Administration Setup Wizard window appears. If you version of Symposium Web Client is installed and you perform an upgrade, the system modifies the identity credentials of any scheduled tasks that you save in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes. When the program finishes, the Installing ServerSoapInstall window appears.
14
Click Finish. Result: The Contact Center Manager Administration Installer Information window appears, indicating that you must restart the Contact Center Manager Administration server for the upgrade to take effect.
15
Click Yes.
Enabling replication after the upgrade is complete ATTENTION
Do not enable replication on the primary replicating server that is the schema master immediately following an upgrade. Replication on this server must remain disabled until you upgrade all of the secondary replicating servers in the replication configuration set.
After you first upgrade the primary replicating server that is the schema master and then upgrade all of the secondary replicating servers, reenable replication on the schema master server and then on each of the secondary replicating servers.
810
1
Click Start > Run.
2
In the text box, type cmd. Contact Center Manager Administration
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3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To enable outbound replication, type repadmin /options DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
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Step 13. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you go to the Web site www.nortel.com/espl to check for any hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Step 14. Apply the latest Service Update and Service Update Supplement This step includes procedures to download and apply the latest Service Updates (SU) and Service Update Supplements (SUS) for Contact Center Manager Administration from www.nortel.com/espl. For more information about downloading and applying Service Updates, Service Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches.
Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and
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CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.” The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Service Updates contains all the fixes included in previously released Service Updates and Service Update Supplements. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A Designer Patch is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
Applying a Service Update or Service Update Supplement ATTENTION
When you install the latest Service Update, note the Administrator account with which you log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. 814
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Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions at www.nortel.com/register.
3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all of the Service Update Supplements that are associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install window appears.
9
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 11.
10
If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. When the system installs the patch, the completed window appears. 12
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
818
13
Repeat steps 6-12 to install other Service Update Supplements that correspond to the latest Service Update.
14
After you install all of the latest Service Updates and Service Update Supplements, close all windows and restart the server.
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What is next? After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to Contact Center Manager Administration 6.0 on the Contact Center Manager Administration server, there are postupgrade tasks that you need to complete. For information, see Section C: “Postupgrade tasks on the CCMA server,” on page 821.
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Section C: Postupgrade tasks on the CCMA server
In this section Step 15. Add the server to an existing domain (optional)
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Step 16. Configure IIS settings for Report Creation Wizard
826
Step 17. Check Internet Information Services settings
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Step 18. Add the IUSR_SWC account as the anonymous user account
831
Step 19. Complete additional IUSR_SWC tasks for SU04 (optional)
842
Step 20. Configure License Manager Service
848
Step 21. Configure Logon warning message (optional)
852
Step 22. Configure shared folders for Historical Reporting (optional)
857
Step 23. Configure new ADD 6.0 parameters on the server (optional)
887
Step 24. Change the iceAdmin user account password (optional)
889
Step 25. Upgrade the XML Automated Assignments feature (optional)
892
Step 26. Accept the license agreement in Server Utility
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Step 27. Refresh your servers
897
Step 28. Copy latest user guides to the CCMA server
900
Step 29. Other postupgrade tasks
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Step 15. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If your Contact Center Manager Administration server is in an existing domain or if you do not want to add your server to an existing domain, you can proceed directly to Step 8. “Add ASP.NET applications to IIS” on page 783. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are scenarios that require you to add the Contact Center Manager Administration server to an existing domain. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.
For detailed information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
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Step 16. Configure IIS settings for Report Creation Wizard For Report Creation Wizard to function, complete the following procedure.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Right-click on the RCW folder and click Properties. Result: The RCW Properties window appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
13
Close all windows to complete the procedure.
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Step 17. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
830
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 18. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure includes the following main tasks: 1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR_SWC user account, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20 and if you complete Step 19. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 842.
7
Click OK. Result: A window appears confirming that the password was set.
8
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
In the left pane, click the plus sign (+) beside
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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13
Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Standard 10.15
Click Browse. Result: The Select User window appears.
16
Click Advanced. Result: The following window appears.
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Click Find Now. Result: The list of all the user accounts configured on the server appears.
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Standard 10.15
From the list of user accounts, select the IUSR_SWC account, and then click OK. Result: The Select User window reappears with the IUSR_SWC account listed at the lower portion of the window.
19
Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
840
In the Password box, type the same password that you typed in step 6.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Click OK. Result: The Confirm Password window appears.
22
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
23
Click OK to save your changes.
24
Close all windows.
25
To complete the procedure, run iisreset. Click Start > Run.
26
In the Open box, type iisreset.
27
Click OK.
28
Close all windows to complete the procedure.
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Step 19. Complete additional IUSR_SWC tasks for SU04 (optional) If you installed SU04, you must complete the following tasks. If you installed a version Contact Center Manager Administration that is earlier than SU04, proceed to Step 20. “Configure License Manager Service” on page 848.
Adding the IUSR_SWC user to the ISS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK. Result: The IUSR_SWC Properties dialog box closes.
10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
4
Click the Identity tab. Result: The Identity page appears.
5
Select the Configurable option.
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Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
9
In the Password box, type the IUSR_SWC password. This is the same password that you entered in step 6 of Step 18. “Add the IUSR_SWC account as the anonymous user account” on page 831. Note that if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
846
12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
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Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
Restarting IIS 1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Step 20. Configure License Manager Service You can use the License Manager Service – Configuration Setup utility to set up the registry entries that are installed on Contact Center Manager Server and that are required to communicate with the License Manager Server. You can also use the utility to log the debug trace for the License Manager Service events. For Report Creation Wizard to function, on a stand-alone server, you must configure the License Manager Service after you install Contact Center Manager Administration. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that in a co-resident environment, the IP address and port number are available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
848
In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service—Configuration Setup window appears.
5
In the Primary Server’s IP Address boxes, type the primary License Manager Server IP address.
6
In the Primary Server’s Port boxes, type the primary License Manager Server port number. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only.
7
In the Standby Server’s IP Address boxes, type the standby License Manager Server IP address (optional, if available).
8
In the Standby Server’s IP Port boxes, type the standby License Manager Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are read-only.
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The LM Service log file (LMService.log) location appears. It is in the install directory of the Contact Center Manager Administration server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\. 9
10
From the LM Service Log Level list, select one of the following:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug in the LM Service Log size box, type the log file size. The Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK. Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service has restarted.
14
Click OK.
15
Close all windows to complete the procedure.
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Step 21. Configure Logon warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is turned on in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your Administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 22. “Configure shared folders for Historical Reporting (optional)” on page 857.
Configuring your logon warning message title and text 1
On the Contact Center Manager Administration server, click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
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In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
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Select Properties from the menu. Result: The Interactive Logon window appears.
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In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
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Select Properties from the menu. Result: The Interactive Logon window appears.
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In the Interactive logon box, type your warning message.
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Click Apply.
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Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
On the Contact Center Manager Administration server, 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 Change Login Warning Settings icon. Result: The Login Warning Properties window appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text,” on page 852.
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Click OK.
5
Close all windows to complete the procedure. The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, this setting needs to be set on each Contact Center Manager Administration server.
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Step 22. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled reports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create this shared folder, select one of the following options:
Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read/ delete access for each applicable user). For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC. Contact Center Manager Administration Server Configuration
1
Scheduled Report Account (using iceAdmin Password Change Utility)
CCMA on a workgroup iceAdmin OR CCMA on a network domain
2
CCMA on a network domain
Steps required to export scheduled report to client PC
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server. 2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
Domain account (that is, the CCMA server was set up for Domain account for Scheduled Reports)
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1 The destination client PC must be on the same domain as the CCMA server. 2 Grant Change and Read permissions to the CCMA scheduled report domain account on the export folder of the destination PC.
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You can export scheduled reports only to client PCs that are within the same domain as the Contact Center Manager Administration server. To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When you change the iceAdmin password on the Contact Center Manager Administration server, you must change the iceAdmin password on the client PC to the same password as defined on the Contact Center Manager Administration server.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
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To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not need to have access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration.
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In this window, when you click Submit, the system synchronizes the changes that you have made to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Before you can use the report synchronization feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure for setting up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list:
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For details, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 863. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security Contact Center Manager Administration
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account of the server default Web site to the network domain account” on page 872. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain),” on page 872. Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For information, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 863. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For information, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server)” on page 867.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC 1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
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Select Everyone.
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Select the Allow check box for Read. Ensure that all other check boxes are clear.
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Click Apply.
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Click OK. Result: The
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Click OK to save your changes and close the
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties window appears.
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Clear the Account is disabled check box.
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Click OK.
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Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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1
On the network PC, create a folder to store your user-created report templates.
2
You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those which are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools > Computer Management.
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In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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In the User name box, type IUSR_SWC.
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Type any values in the Full name and Description boxes.
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In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
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In the Confirm password box, type the same password again.
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Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
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Click Create.
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Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
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Click Close to close the New User dialog box. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
Select Everyone (if available).
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Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
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Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
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Click Find Now. Result: A series of users appears in the bottom portion of the window.
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Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
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Click OK. Result: The account appears at the top of the Permissions dialog box.
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Select IUSR_SWC at the top of the Permissions window, and then, at the bottom of the window, ensure that the Read check box for Allow is selected.
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Click Apply.
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Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
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Click OK to save your changes and close the
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 878.
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1
Obtain the network domain account name from your System Administrator.
2
To add the network domain account to the Windows Backup Operators Group, click Start > Control Panel > Administrative Tools > Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double click Backup Operators.
6
Click Add
7
Enter the domain account as <domainname>\account name and click OK. OR Click Locations and select the domain where the network domain account belongs. Click OK. Then enter the domain account as <domainname>/ account name.
8
Click OK If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
9
To set up the Internet Information Services (IIS) security account, click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, click the plus sign (+) beside
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
14
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User dialog box appears.
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Click Advanced. Result: The lower portion of the Select User dialog box expands.
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Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are logged on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
Click Find Now. Result: The list of all the user accounts configured on the server appears.
20
From the list of user accounts, select the network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
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In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password window appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
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Click OK to save your changes.
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Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK. You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 878. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server” on page 882.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC To perform this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 872, before you begin this procedure.
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1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone, and then ensure that the Allow check box is selected for Read. Ensure that all other check boxes are clear.
8
Click Apply.
9
Click OK. Result: The
10
Click OK to save your changes and close the
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
12
In the left pane, click the Local Users and Groups heading.
13
Double-click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties window appears.
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On the General tab, clear the Account is disabled check box, and then click OK.
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Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 872, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you only synchronize the imported report template when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
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Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
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Click Find Now. Result: A series of users appears in the lower portion of the dialog box.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
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Click OK. Result: The account appears at the top of the Permissions dialog box.
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Select the account at the top of the Permissions window, and then, at the bottom of the window, ensure that the Allow check box is selected for Read.
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Click OK.
16
Click OK to save your changes and close the
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Step 23. Configure new ADD 6.0 parameters on the server (optional) Agent Desktop Display 6.0 has new features that you can configure on the Contact Center Manager Administration server. These new features include:
The ability to require agent phoneset logon for Agent Desktop Display to function The ability to disable automatic Agent Desktop Display Client upgrades.
All of your previous Agent Desktop Display configuration settings are carried over during the data migration process. To configure these new features, complete the following procedure.
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Configuring new Agent Desktop Display 6.0 parameters in the application server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
To require that your agents log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to the Agent Desktop Display client application, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
3
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If this option is selected, agents receive no prompts to download available Agent Desktop Display client upgrades.
4
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Click Save.
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Step 24. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed to Step 25. “Upgrade the XML Automated Assignments feature (optional)” on page 892. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
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Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you perform this procedure. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again, and then click OK. Result: The system verifies that you typed the same password both times, and then registers the new password in all required components.
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Step 25. Upgrade the XML Automated Assignments feature (optional) If you install the XML Automated Assignments feature, you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. To uninstall this feature from the server, use the Windows Add or Remove Programs utility. To install the feature, see the procedure that follows. You can also consult associated documentation and engineering/development support resources for the XML Automated Assignments feature, which are provided only through the Nortel Developer Program. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next Result: The Customer Information window appears.
6
Type your username and the name of your organization, and then click Next. Result: The Destination Folder window appears.
7
Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files
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that it cannot parse due to error, or accept the default folders shown. Then click Next. Result: The Ready to Install the Program window appears.
8
Click Install to install the program with the settings you have chosen (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
9
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Click Finish to complete installing the program.
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Step 26. Accept the license agreement in Server Utility If you install or upgrade Contact Center Manager Server, you must accept the licence agreement on the Server Utility on the Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. If you did not upgrade or perform a new installation of Contact Center Manager Server, you can skip the procedure and proceed to Step 27. “Refresh your servers” on page 897.
Accepting the license agreement in Server Utility If you did not install Server Utility on the Contact Center Manager Server from the Contact Center Manager installation DVD, see the installation procedures in the Contact Center Manager Server Installation and Maintenance Guide. 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Server Utility > Server Utility. Result: The Nortel Contact Center Manager Server Utility Login window appears.
2
In the User ID box, type the sysadmin User ID.
3
In the Password box, type the sysadmin password.
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4
In the Server Name or IP Address box, enter the Contact Center Manager Server name or IP address.
5
Click OK. Result: The End User License Agreement window appears.
6
Read the End User License Agreement.
7
Click Accept. Result: The Change Password window appears.
8
In the Old Password text box, type the old password.
9
In the New Password text box, type the new password.
10
Confirm the new password, and click OK. Result: The Server Utility starts.
11
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Close all windows to complete the procedure.
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Step 27. Refresh your servers ATTENTION
You must complete this step. If you do not manually refresh all Contact Center Manager Servers after you upgrade to Contact Center Manager Administration 6.0, your Contact Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or you upgrade from a previous version of Contact Center Manager Administration. You change the Contact Center Manager Administration server to connect to a standby Contact Center Manager Server.
If you change the password of sysadmin in the Server Utility, you must change the password in that server.
Refreshing all servers Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information. 1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://
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Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. If you installed a release earlier than SU04 and you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you have SU04 or later and you configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and you configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
4
Enter your webadmin user ID and password in the text boxes.
5
Click Login. Result: The Contact Center Manager Administration main window appears
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6
Select Configuration.
7
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
8
Click Yes.
9
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that successfully refreshed appears in the Audit Trail.
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Step 28. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration. The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary Contact Center Manager Administration
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 29. Other postupgrade tasks This section includes other postupgrade tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your 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 Manager Administration, refer to Chapter 17, “Managing security.”
What is next? Configure the client PC. For information, see Section D: “Configuring the client PC,” on page 903.
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Section D: Configuring the client PC
In this section Step 30. Ensure that the client PCs meet all requirements
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Step 31. Download and install Windows update KB917607 (Optional)
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Step 32. Install .NET Framework v. 1.1 (optional)
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Step 33. Log on to Contact Center Manager Administration
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Step 34. Download controls to the client
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Step 30. Ensure that the client PCs meet all requirements Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display software, ensure that all client PCs meet the minimum requirements for this Release. For details, see Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 31. Download and install Windows update KB917607 (Optional) If you install Windows Vista on the client, users cannot view online help for Agent Desktop Display. To view online help, you must download and install Windows update KB917607 on to each client. This update includes the WinHlp32.exe file, which is required to view WinHelp help files, such as Agent Desktop Display online Help. If you do not install Windows Vista, you can proceed to Step 32. “Install .NET Framework v. 1.1 (optional)” on page 906.
Downloading and installing Windows update KB917607 You must install Windows Vista before you can install this update. 1
Go to www.microsoft.com.
2
Search for KB917607.
3
In the list of search results, browse to and click the download link.
4
Follow the download and install instructions.
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Step 32. Install .NET Framework v. 1.1 (optional) The .NET Framework version 1.1 and .NET service pack 1 must be installed on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that are administered by Contact Center Manager Administration. For information about installing the Contact Center Multimedia server, see the Nortel Contact Center Multimedia Installation and Maintenance Guide. For information about adding the Contact Center Multimedia server to the list of servers administered by Contact Center Manager Administration using the Configuration component, see the Nortel Contact Center Manager Administrator’s Guide. If you do not use the Outbound Campaign Management Tool component, proceed directly to Step 33. “Log on to Contact Center Manager Administration” on page 909.
Prerequisites for installing the .NET Framework Each client machine must meet the following requirements before you install the .NET Framework version 1.1 software, and .NET service pack 1:
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Windows 2000 (service pack 4), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
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Checking for the .NET Framework on a client machine If your client machines run 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 machines, click Start > Control Panel.
2
Double-click Add or Remove Programs.
3
Select Microsoft .NET Framework 1.1.
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 machine 1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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.
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When the installation is complete, click OK.
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Step 33. Log on to Contact Center Manager Administration After you install and configure the required third-party software on the client PC (Internet Explorer version 6.0 with the latest supported Service Pack and SOAP 3.0), log on to Contact Center Manager Administration to test the installation. Note that if you install SU04 or later, SOAP is not required. To perform the procedures in this chapter, log on to the Contact Center Manager Administration Server. Before you can log on to the Contact Center Manager Administration Server, you must accept the licence agreement on the server utility. If you upgrade your Contact Center Manager Server at the same time, you must upgrade the license agreement in Server Utility. For information, see Step 26. “Accept the license agreement in Server Utility” on page 895. You must also refresh your servers after an upgrade. For information, see Step 27. “Refresh your servers” on page 897.
To log on to Contact Center Manager Administration When you log on to Contact Center Manager Administration after installation, you must log on as the default administrator, webadmin. For security reasons, Nortel recommends that you change the default password when you first log on to the application. Contact Center Manager Administration user passwords can contain English characters and special characters only.
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Logging on to the Contact Center Manager Administration server and changing the default password ATTENTION
When you change the webadmin password, do not lose or forget the new password or you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, immediately after installing Contact Center Manager Administration, log on to the Contact Center Manager Administration server as webadmin, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password. For more information about adding Contact Center Manager Administration users, see the online Help.
1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://
3
Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
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If you installed a release earlier than SU04 and you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you have SU04 or later and you configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and you configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
4
To view the details of the Contact Center Manager Administration build number and Service Update version, click About Contact Center Manager Administration. Click OK to close.
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Click Change Password. Result: The Change Password window appears.
6
In the User name box, type the default user name.
7
In the Old password box, type the default password.
8
In the New password box, type a new password. Contact Center Manager Administration user passwords can contain English characters and special characters only.
9
In the Confirm password box, type the new password. You can modify the default password only. You cannot change the default username, webadmin. ATTENTION
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If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin administrator. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, launch Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password.
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Click Submit. Result: The default password is changed and the main logon window reappears.
11
In the User ID box, type the user name.
12
In the Password box, type the new password.
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Click Login. Result: If you configured a logon warning message, this message appears; otherwise, the Contact Center Manager Administration main window appears.
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Step 34. Download controls to the client All Contact Center Manager Administration components, with the exception of the Audit Trail component, require that you download controls to your client PC to ensure proper functionality in each of the components. For a list of all controls required by Contact Center Manager Administration components, see “Controls that are downloaded to the client PC” on page 916. The required controls used by Contact Center Manager Administration are in .cab files that are digitally signed. Nortel recommends that you configure Internet Explorer to enable or prompt for downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269). When the browser is configured to enable for downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you work. When the browser is configured to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. If a control is installed on the client PC, it is not downloaded a second time. The system automatically upgrades these controls if a newer version of the control is detected on the Contact Center Manager Administration server, up to the version specified by Contact Center Manager Administration. For information about viewing the controls that are already installed on your client PC, see Chapter 9, “View the list of installed controls”.
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Controls that are downloaded to the client PC The following table lists all the controls that must be downloaded to the client PC if it is used to access all Contact Center Manager Administration components (except Audit Trail, which has no dependency on controls). Some controls are required for more than one component, but you need to install them once only.
Control
Crystal Reports Viewer
Client Install Location*
Control File
Windows\ ActiveXVie crviewer.dll Downloaded werMod.cab Program Files
Emergency Windows\ Help System32 Pop-up Menu
CAB file
EHCtrl.cab
iceemhlp control.dll
Windows\ iemenu.cab iemenu.cab Downloaded Program Files
Company Purpose
Version
Business Objects
Enables Crystal Reports viewer.
10.0.5.587
Nortel
Emergency 6.0.0.0 Help
Microsoft Internet Explorer Pop-up Menu
4.71.115.0
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel per Downloaded r.cab Control.ocx Program Files
Date 6.0.0.4 formatting
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel perCtrl Downloaded erCtrl.cab Control.ocx Program Files
Chart 1.0.0.0 functionalit y for RealTime Displays
Real-time Windows\ Display System32
916
RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13 ll Microsoft displays
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Control
Client Install Location*
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Control File
Company Purpose
ActiveTree Windows\ ssTree.cab View Downloaded Program Files
SSTree.ocx
Infragistic Navigation 1.0.4.20 s tree functionalit y
DB Grid 8 Windows\ System32
—
Compone Data grid 8.0.20042.3 nt One functionalit 29 y
Scripting Editor
CAB file
todg8.ocx
Version
Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8 Downloaded ext.cab xt.ocx Microsoft functionalit Program y Files
Historical Windows\ HRCtrl.cab hrctrl.dll Reports Downloaded Control Program Files
Nortel
Historical 6.0.0.6 Reports
If you install a release earlier than SU04, the SOAP 3.0 client is also required on the client PC. For more information about installing the client version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. Controls and your local security policy (Windows 2000 only) If the client PC runs on Windows 2000, your local settings of the security policy Unsigned non-driver installation behavior on the PC, determine if warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or if the required controls can be downloaded at all. Verifying your local security policy settings (Windows 2000 only) The following procedure is applicable only to Windows 2000. If your client PC runs any other operating system, the security policy does not affect the downloading of controls, and you do not need to perform this procedure.
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Click Start > Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
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4
In the right pane, scroll to Devices: Unsigned non-driver installation behavior policy.
5
Under the Security Setting column, verify the current setting for this policy. The possible values are:
Silently succeed—All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, one or more warning windows appear, in addition to those resulting from the settings you chose when configuring Internet Explorer.
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6
Do not allow installation You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
To change the setting that appears, right-click this policy, and select Security from the menu. Result: The Local Security Policy Setting window appears.
7
From the Local policy setting list, select the new policy setting (select either Silently Succeed or Warn but allow installation, based on your preference).
8
Click OK to save your changes.
9
Close the Local Security Policy Setting window.
Automatically downloading controls Nortel recommends that you configure Internet Explorer to enable or prompt when downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269). When the browser is configured to enable when downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you work. When you configure the browser to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. When this dialog box appears, you Installation and Maintenance Guide
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must choose to accept the control before the system downloads the control to the client PC. You are only be prompted to accept the control the first time that the control is required by the Contact Center Manager Administration component in which you work. For a list of the controls required by each component, see “Controls that are downloaded to the client PC” on page 916. Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Once a user with administrator privileges successfully downloads the required controls, users who are not members of the Power Users group or users who do not have administrator privileges can use all Contact Center Manager Administration components on the client PC to which they have access.
View the list of installed controls To verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. Viewing the list of installed controls 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
2
On the General tab, in the Temporary Internet files section, click Settings. OR
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In Internet Explorer 7.0, on the General tab, in the Browsing history section, click Settings. Result: The Temporary Internet Files and History Settings window appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window.
Deleting controls You can delete any of the controls from the list of installed controls on the client PC. However, note that if Internet Explorer uses the control, you may need to close the browser and reopen it before the system lets you delete the control.
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Permissions on the client PC and downloading controls If your contact center security policy prevents users from logging on to the client PCs with administrator privileges, the automatic download process for the Contact Center Manager Administration controls do not function. To install the required controls on the client PCs, select one of the following options:
A user with administrator privileges can log on to each client PC, connect to the Contact Center Manager Administration server, and can automatically download all required controls by opening all applicable components and windows that require these controls. For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel has bundled the required controls into a single file called ActiveX Controls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the PC. For details, see “Running the ActiveX Controls.msi file from an SMS server” on page 922. If you do not have an SMS server, a user with administrator privileges can launch the ActiveX Controls.msi file on each client PC individually to install all the required controls at once (without having to log on to Contact Center Manager Administration). For information, see “Running the ActiveX Controls.msi file on each client PC” on page 923.
Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Running the ActiveX Controls.msi file from an SMS server Because installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company guidelines to install the ActiveX Controls.msi file on the SMS clients in your network.
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In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows group policy. For details, see the documentation on the Microsoft Web site at www.microsoft.com. If you install Windows Vista on the client PCs, to push out the ActiveX Controls.msi file to client PCs using an SMS server or Group Policy, you need elevated administrator privileges. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the SMS server with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
From the Contact Center Manager installation DVD, copy ActiveX Controls.msi to the desired directory on the SMS server.
5
Double-click ActiveX Controls.msi to run the installation and install the files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC Complete this procedure to install all required controls on each client PC individually. This procedure is useful if your company security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ActiveX Controls.msi file on each PC. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the client PC with administrator privileges.
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3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
In the this directory, double-click ActiveX Controls.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the welcome window.
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Click Next. Result: The Ready to Install the Program window appears.
6
Click Install. Result: The program installs the files and the completed window appears.
7
Click Finish.
8
Perform this procedure on each client PC used to access the server and run Contact Center Manager Administration.
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Downloading more recent versions of controls If required by Contact Center Manager Administration, Internet Explorer automatically downloads a more recent version of the control than the version that you originally installed. You can download more recent versions of the controls without adversely affecting Contact Center Manager Administration functionality. For information about viewing the version number of the controls installed on the client PC, see “View the list of installed controls” on page 920.
What is next? Upgrade Agent Desktop Display. For details, see Section E: “Upgrade agent workstations,” on page 927.
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Section E: Upgrade agent workstations
In this section Step 35. Upgrade Agent Desktop Display on agent workstations
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Step 36. Configure active and standby servers for ADD (optional)
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Step 35. Upgrade Agent Desktop Display on agent workstations This section describes how to automatically upgrade the Agent Desktop Display 4.5 client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent Desktop Display Agent Desktop Display Release 4.0 is incompatible with Contact Center Manager Administration. Therefore, you must first upgrade all client PCs to Agent Desktop Display 4.5. If you install a release earlier than SU04, you must also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is not required. This upgrade process must be done manually on each client PC. For details about this procedure, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/SU05.
To automatically upgrade the Agent Desktop Display 4.5 client software Perform this procedure if you upgrade the Agent Desktop Display Release 4.5 software to Release 6.0. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC with Administrator privileges to upgrade Agent Desktop Display. This also applies if you upgrade the client portion of Agent Desktop Display on the Contact Center Manager Administration server. Ensure that the proxy settings are turned off before completing this procedure. Ensuring that the proxy settings are turned off 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings window appears.
3
Clear the checkbox next to Use a proxy server for your LAN.
4
Click OK.
5
Close all windows.
Automatically upgrading the Agent Desktop Display 4.5 client software 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
On the client PC, open Agent Desktop Display and connect to an Contact Center Manager Administration server running Contact Center Manager Administration.
3
Launch a tabular display. Result: A message box appears, asking if you want to upgrade to a newer version of Agent Desktop Display.
4
Click Yes. Result: The Choose Setup Language window appears.
5
From the list, choose the language in which to upgrade Agent Desktop Display. You can choose from English, French, German, Japanese, and Traditional Chinese. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. If the co-resident server contains only Contact Center Manager Server and Contact Center Manager Administration, it supports English, Japanese, and Traditional Chinese only.
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For more information about Agent Desktop Display and multiple language support, see “To configure multiple language support in Agent Desktop Display” on page 327. 6
Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Agent Desktop Display window.
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Click Next. Result: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Otherwise, the system copies the necessary files, and then installation begins. When the upgrade is complete, the InstallShield Wizard Completed window appears.
When you upgrade from a previous version of Agent Desktop Display, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. 8
Click Finish. Result: The system may prompt you to restart your system.
9
If required by your network security policy, turn your proxy settings back on after you upgrade Agent Desktop Display.
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Step 36. Configure active and standby servers for ADD (optional) If you have standby servers installed in your network, Agent Desktop Display 6.0 includes a new feature that you can use to configure the IP address or hostname of active and standby servers for Contact Center Manager Administration and Contact Center Manager Server. With this feature, agents can switch between active and standby servers as required by their network administrator. This simplifies the recovery procedures in the event of a failure on the active server requiring a cutover to a standby server. This procedure is optional.
Configuring active and standby servers for Agent Desktop Display 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
Click Start > Programs > Agent Desktop Displays > Server IP Addresses Configuration. Result: The Server Configuration dialog box appears.
3
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In the Contact Center Manager Administration: Active text box, type the IP address or hostname of the active Contact Center Manager Administration server. This field is required.
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4
In the Contact Center Manager Server: Active text box, type the IP address or hostname of the active Contact Center Manager Server. This field is required.
5
If you install a standby Contact Center Manager Administration server, in the Contact Center Manager Administration: Standby text box, type the IP address or hostname of the standby Contact Center Manager Administration server. This field is optional.
6
If you install a standby Contact Center Manager Server, in the Contact Center Manager Server: Standby text box, type the IP address or hostname of the standby Contact Center Manager Server. This field is optional. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. When you type the IP address of Contact Center Manager Server, if you install Agent Desktop Display on a Terminal Services/Citrix server, all agents who use Agent Desktop Display from this particular server must be configured on the same server in Contact Center Manager Server.
7
Click Save.
8
Close all windows to complete the procedure.
What is next If you use Symposium Call Center Server 5.0 administered by at least one Classic Client and you plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. For information, see Section F: “Migrate Classic Client,” on page 935.
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Section F: Migrate Classic Client
In this section Overview
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Migrating Filters
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Migrating historical reports
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Migrating real-time displays
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Migrate graphical real-time displays (GRTD)
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Migrating agent-skillset and agent-supervisor scheduled assignments
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Migrating user types
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Migrating NCC routing table scheduled assignments
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Removing associated supervisors
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Overview This section describes how to migrate the following Classic Client data to Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic Client. The procedures in this chapter are required only if you use Symposium Call Center Server 5.0 administered by at least one Classic Client and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because Contact Center Manager Server 6.0 does not support Classic Client, if you use Classic Client to administer your Symposium Call Center Server, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. If you are a new user to Contact Center Manager Administration 6.0 and Contact Center Manager Server and have no Classic Clients in your network, you need not perform the procedures in this chapter.
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Migration Checklist Classic Client Migration checklist
✓
Read the documentation for performing a migration.
❏
Gather the materials required for the migration.
❏
Migrate data from Classic Client to Contact Center Manager Administration.
❏
Filters Migrate filters
Historical reports Locate scheduled reports
❏
Migrate or reimport reports
❏
Reschedule reports
❏
Delete reports from Classic Client
❏
Real-time displays Migrate real-time displays
❏
Graphical real-time displays Migrate graphical real-time displays
❏
❏
Agent-skillset and agent-supervisor scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
User types
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Migrate user types as required: desktop, desktop supervisor, desktop supervisor agent, supervisor, agent, supervisor agent
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❏
Network Control Center (NCC) routing table scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
Remove associated supervisors from Classic Client
❏
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Migrating Filters With the filters feature, you can select the sites and resources to be included in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Contact Center Manager Server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you define and save. You can use filters migrated from the Classic Client in Contact Center Manager Administration. While each of the Classic Client filters contains only one type of data – either skillsets, applications, route numbers, route names, Dialed Number Identification Service (DNIS) numbers, or DNIS names – you can add different types of data to these filters after you import them into Contact Center Manager Administration by using the filters tabs in Historical Reporting. With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters. Use the tool to:
retrieve the existing filter information from the Network Control Center master database (MDB). reformat and save filters in the Active Directory.
Migrating filters 1
Access the Filter Set Upgrade Tool at \\Nortel Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe. Only the administrator or webadmin can use this tool.
2
Input the path of the Network Control Center filter (database file) or click the browse button to search for the file.
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Select the appropriate file. Result: The Path of NCC Database field is populated.
4
Click Save Data. Result: The filter is now reformatted and saved to the Active Directory.
5
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Click Close.
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Migrating historical reports Historical reports are stored differently in Contact Center Manager Administration and Classic Client. Classic Client Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running Classic Client or on a network PC designated by supervisor stores and controls all schedules on the Symposium Call Center Server. These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration Contact Center Manager Administration:
stores all custom reports on the Contact Center Manager Administration server stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic Client to Contact Center Manager Administration. User-created reports User-created reports are customer report templates created with Crystal Reports and imported into Classic Client. User-created reports and their schedules can be migrated from the Classic Client if they were created using Crystal Reports software (version 9.0 or earlier). You can migrate the following types of usercreated reports: Historical, Configuration, and Parameterized reports. User-defined reports User-defined reports are user reports saved from the standard Classic Client reports, such as the Agent Performance report. Contact Center Manager Administration also provides the same set of standard reports. Migrating userdefined reports involves re-creating the report manually using the same standard template that exists on Contact Center Manager Administration, specifying the same criteria, and saving it. Installation and Maintenance Guide
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You cannot migrate user-created reports if they were created with any other ODBC or Structured Query Language (SQL) compliant writer. These reports must be recreated in Contact Center Manager Administration. If the user-created reports were created with an earlier version of Crystal Reports 9.0, test the reports for compatibility with Contact Center Manager Administration before deleting them in Classic Client. In Contact Center Manager Administration, historical reports can be shared using report groups. Consider using this feature as it can reduce the number of reports required to be imported. If your reports are scheduled reports, you must schedule each report in Contact Center Manager Administration and remove the schedule from the Symposium Server through the Classic Client. If the schedule is not removed from the Symposium Call Center Server, the report runs twice if the Classic Client is installed and the report listener is running. Migrating user-created reports To migrate user-created reports, you must complete the following tasks:
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1.
Create a shared directory on the client PC or on a network PC to store user-created templates for the users.
2.
On each Classic Client, find the user-created reports and note the path of the directory where each file is stored. For information about finding user-created reports, see “Finding user-created reports in Classic Client” on page 943.
3.
Copy each .rpt file to the shared directory that you created.
4.
Log on to Contact Center Manager Administration and import each usercreated report. For details about importing reports, see “Importing usercreated reports into Contact Center Manager Administration” on page 944.
5.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Scheduling reports” on page 949.
6.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For information, see Chapter 9, “Deleting a report schedule from Classic Client”. Contact Center Manager Administration
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Delete the user-created report from the Symposium Call Center Server. For details, see “Deleting user-defined or user-created reports from Classic Client,” on page 955.
Migrating user-defined reports To migrate user-defined reports, you must complete the following tasks: 1.
On each Classic Client, find the user-defined reports and note the selection criteria for each report. For details about finding user-defined reports, see “Finding user-defined reports in Classic Client,” on page 948.
2.
Log on to Contact Center Manager Administration, find the corresponding standard report (for example, the Agent Performance report) and enter the same selection criteria for each report and save the report. For details, see “Defining user-defined reports in Contact Center Manager Administration,” on page 948.
3.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Scheduling reports,” on page 949.
4.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For details, see “Deleting a report schedule from Classic Client,” on page 954.
5.
Delete the user-defined report from the Symposium Call Center Server. For details, “Deleting user-defined or user-created reports from Classic Client,” on page 955.
Finding user-created reports in Classic Client On each supervisor machine, perform the following steps: 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, check for any reports that are user created by looking at the Types column.
5
Right-click on each user-created report and note the path to the location where the file is stored.
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Importing user-created reports into Contact Center Manager Administration 1
From the Contact Center Manager Administration Launchpad, click Historical Reporting. Result: The Historical Reporting window appears.
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Select the Contact Center Manager Server from which to run the report (for example, the Ottawa server). Result: The server expands to reveal a choice between public, private, and any group folders created.
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On the menu, click Report > Import. Result: The Template Importing Wizard appears.
4
Click Next.
5
(Optional) Select the Synchronize report template from the network drive check box. If this box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user-created reports from the source network drive every time you modify the report using Crystal Reports on the network drive. This means if you modify your source report template on the network drive/PC, you need not import the report to the Contact Center Manager Administration server.
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To use this option, ensure the network PC is preconfigured to use it. For information, see the Contact Center Manager Administration Installation and Maintenance Guide or contact your administrator.
6
Enter the network path of the report template as follows: \\NetworkPC name\shared folder name\report templatename.rpt Result: The CCMA application saves the network path of the template (TemplatePath) and last modified date (LastModified) of the report template file. Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if report template is modified on the network drive after import).
7
Enter the template name.
8
Select the value under Report is based on the following data. The choices are: Historical, Configuration, and Parameters. To import a historical report, enter the database alias. This is the database view name for the SQL query. Call-by-call reports take much longer to generate than do reports that collect other types of data.
9
Enter the timestamp field (if the timestamp field is not in the correct format, the report does not run).
10
Select the Report Data Range option. The choices are Interval, Daily, Weekly, and Monthly.
11
Click Next.
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Click Finish. Result: The report is added to the list in the Reports window. If you select the Configuration option, you need not specify an alias. To determine the alias of a database, open the report in Crystal Reports and choose Database > Set Alias. The Timestamp field is not required for a configuration report.
For more information about importing reports, see the Contact Center Manager Administration online Help. Finding user-defined reports in Classic Client 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, look for any reports that are user defined.
5
Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration using the user logon name provided by your administrator.
2
Open the Historical Reporting component.
3
Click on the required Contact Center Manager Server.
4
Open up the equivalent standard report, and enter the same selection criteria.
5
Save the report as a private report or to a shared report group and schedule it.
Locating scheduled reports in Classic Client Because reports might be stored on individual PCs or on the network, it is important to locate the reports and make note of each report location or network path prior to migrating it. To see all of the current scheduled reports prior to migration, use Scheduler in Classic Client. This tool shows all currently scheduled reports. 948
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1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed. Make note of the reports and their schedules for migration.
Scheduling reports For more information about scheduling reports, see the Contact Center Manager Supervisor’s Guide.
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Defining the report schedule 1
From the Time zone list, select the time zone in which you want to run or schedule your report. ATTENTION
2
The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see the Supervisor’s Reference Guide for Symposium Web Client 4.5. This document is posted on the Web site www.nortel.com.
In the Schedule area, clear the Not Scheduled check box. Result: The schedule boxes appear.
3
Select the check boxes that correspond to the type of data range you want. You can select or enter information in the following boxes. Schedule boxes available for Interval data range During the period from X to Y—Select to schedule an interval report to be generated at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, select this option to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the times in the boxes. On X at Y weekly—Select to generate an interval report on a particular day, at a particular time every week. For example, select this option to generate a report every Monday morning at 9:00 a.m. At X every day/specific days of the week/specific dates—Select to generate an interval report at a specific time every day, or on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month. Schedule boxes available for Daily data range
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At X today/every day/days of the week/specific dates—Specify the time at which you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday. Schedule boxes available for Weekly data range At X this week/every week—Specify the time and day at which you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday. At X on specific dates—Specify the time and dates on which you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month. Schedule boxes available for Monthly data range On the X in Y at Z—Select to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday every month at 12:00 p.m. On day X at Y—Select to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. On specific dates at X—Select to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m. 4
Continue with the procedure “Defining output options,” on page 951.
Defining output options After you set up the report schedule, define the way the system generates it. You can specify whether you want to print the scheduled report when it is generated or save it as a file, or both. If you choose to print the report, you can select the paper size. You can also specify one or more e-mail addresses to which the system can send notification that the system successfully generated the report, or that problems occurred preventing the system from generating the report. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure that you can use to repair the problem and generate the report again.
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If you choose to print the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the output file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the computer must be within the same domain as the Contact Center Manager Administration server. To send a scheduled report to a printer, ensure that you configure a default printer on the Contact Center Manager Administration server. If you define no default printer, you can send reports only to a file. 1
Select the print check box or the output to file check box, or both.
2
To print the report:
3
from the Printer list, select the printer to which you want to print the scheduled report.
From the Paper Size list, select the appropriate paper size for the printed report.
To send the report to a file, in the Output box, type the path to the shared output folder. The path must have the format \\[computer name]\[shared folder name]\[file name], without the file extension. Example: You want to send the Agent Performance report to a shared folder on the Contact Center Manager Administration server. The Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box.
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4
To save the report with a different name each time it is generated, select the Save file under different name each time check box. If you leave this check box clear, the system overwrites previously generated reports with the updated versions every time a report is generated.
5
From the Format list, select the export file format that you want to use.
6
Select the Send notification e-mail to check box if you want the system to notify you when the report generated.
7
Enter one or more e-mail addresses in the box. You can type a maximum of 255 characters in the box with each e-mail address separated by a semicolon (;).
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Click Submit. Result: The report is saved.
9
Click Activate. Result: The report schedule is activated.
Activating a report You can activate a report schedule in one of two ways:
1
You can click Activate in the Report Properties window after you schedule a new report and click Submit, or after you modify an existing report schedule and click Submit. You can click Activate in the Scheduled Events window. For more information, see the following procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to activate.
3
Click Activate. Result: The report schedule is activated.
Deactivating a report You can deactivate a report schedule in one of two ways:
1
Click Deactivate in the Report Properties window when you view the properties of a scheduled report. Click Deactivate in the Scheduled Events window. For more information, see the following the procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to deactivate.
3
Click Deactivate. Result: The report schedule is deactivated.
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Deleting a report schedule from Classic Client 1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: The currently scheduled reports appear.
5
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In Scheduler, right-click the schedule.
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Select Delete. Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client You must delete scheduled assignments and running of reports from the Symposium Call Center Server through the Classic Client or the Server Utility before removing Classic Client to avoid schedule conflicts. From the system tree, select the report and choose Report > Delete. ATTENTION
If the report schedule is active, you must deactivate it before you can delete the report.
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Migrating real-time displays Real-time displays are stored differently in Classic Client and Contact Center Manager Administration. Classic Client Classic Client stores custom real-time display formats on the PCs that run Classic Client. Contact Center Manager Administration Contact Center Manager Administration:
stores custom real-time display formats on the Contact Center Manager Administration server. requires that you recreate custom real-time displays in Contact Center Manager Administration.
Contact Center Manager Administration supports public real-time displays. If many users use the same real-time display, it needs to be recreated once only as a public display format. Migrating real-time displays
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1
Log on to the server using the Classic Client.
2
Expand Reports & Displays.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Double-click Real-Time Displays. Result: The Real-Time Displays window appears.
4
Under Display Type, note the type of each display.
5
Right-click on each display and select Properties. Result: The Real-Time Display Properties dialog box appears.
6
Under the General tab, note the Refresh Rate and the View Mode.
7
Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time display
formulas listed for each column in the Formula field
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configuration settings listed under Selected Column
8
Log on to Contact Center Manager Administration.
9
Select Real-Time Reporting on the Launchpad.
10
Select the required server in the server tree.
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Create new displays of the same type that you noted from Classic Client.
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12
Under the Properties tab for each display, configure the properties for the new display using the information from Classic Client.
13
Under the Columns tab for each display, configure the columns for the new display using the information from Classic Client.
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The mechanism to create displays in Classic Client differs from that in Contact Center Manager Administration. This may mean that you are not able to recreate the displays in Contact Center Manager Administration exactly as they are configured in Classic Client.
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Migrate graphical real-time displays (GRTD) To migrate graphical real-time displays from Classic Client to Contact Center Manager Administration 6.0, you must note the configuration parameters for each graphical real-time display in Classic Client and then manually recreate the displays in Contact Center Manager Administration. Time charts are not available in Contact Center Manager Administration. You can create connections after the supervisor creates all their constituent displays.
Migrating application and skillset billboards Perform the following steps on each supervisor machine that has Graphical Real-Time displays installed. 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the billboard that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties window appears.
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Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this billboard.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this billboard, in particular, note the threshold parameters.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards consult the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For further information about configuring display settings, consult the Contact Center Manager Administration online Help.
17
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Repeat this procedure for each of the application and skillset billboards that you want to migrate to Contact Center Manager Administration. Contact Center Manager Administration
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Migrating application and skillset charts 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the chart that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
3
Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this chart, in particular, note the chart type.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this chart, in particular, note the threshold parameters in this tab.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display.
13
You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create.
15
Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards see the Contact Center Manager Administration online Help.
16
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
17
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset charts to migrate to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments Set up the schedules of agent-to-skillset and agent-to-supervisor assignments after migrating them from Classic Client to Contact Center Manager Administration. Classic Client Classic Client:
stores assignments in the Symposium Call Center Server database
stores and controls schedules on the Symposium Call Center Server
Contact Center Manager Administration Contact Center Manager Administration:
Stores assignments in the Contact Center Manager Server (Symposium Call Center Server) database. Stores and controls schedules on Contact Center Manager Administration Contact Center Manager Administration server. Contact Center Manager Administration uses the Window Task Scheduler, which is part of the Contact Center Manager Administration server's operating system, to schedule assignments.
Open and schedule each assignment through the Contact Center Manager Administration component in Contact Center Manager Administration. After scheduling the assignment in Contact Center Manager Administration, delete the schedule from Classic Client. If the schedule is not deleted from Classic Client, the assignment runs twice. ATTENTION
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Ensure that all the schedules are removed prior to upgrading to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
3
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
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4
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Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
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5
Note the schedule information.
6
Log on to Contact Center Manager Administration.
7
Select Contact Center Management on the Launchpad.
8
From the View menu select Assignments. Contact Center Manager Administration
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9
Select the server in the server tree.
10
Click on the Agent Skillset Assignments folder or Agent Supervisor Assignments folder.
11
Select an assignment.
Result: The schedule information appears in the Save/Schedule Assignments section.
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12
Enter the schedule data in the Save/Schedule Assignments section.
13
Click the Schedule button. Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
3
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
4
Right-click each assignment and select Edit Schedule. Result: The schedule information is displayed.
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5
Update the schedule to Not Scheduled.
6
Click Save.
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Migrating user types With Classic Client, you can create six types of users of which only the first three can access the Classic Client.
Desktop user—Used to log on to Wallboard or third-party applications, can also be used to administer the Classic Client functionality depending on privileges. Desktop Supervisor user—A supervisor in the contact center, supervising agents. Also has access to the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Desktop Supervisor Agent user—A supervisor in the contact center, supervising agents and is also an agent. Also has access to log into the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Supervisor user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Agent user—Assigned to a skillset used to take calls within the contact center. Supervisor Agent user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Assigned to a skillset used to take calls within the contact center.
The Server Utility replaces the Classic Client. If you log on through the Server Utility, you see all six types of users. When migrating from Classic Client to Contact Center Manager Administration, you must perform the following tasks for each user type. Migrating Desktop users No action is required. The Desktop user type is available in Server Utility. Sysadmin can log on to the Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users This user type is no longer required in the Server Utility. Installation and Maintenance Guide
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1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users This user type is no longer required in the Server Utility. 1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Supervisor users No action is required.
Migrating Agent users No action is required.
Migrating Supervisor Agent users No action is required.
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Migrating NCC routing table scheduled assignments This section describes how to:
migrate scheduled assignments from Classic Client to Contact Center Manager Administration delete scheduled assignments from Classic Client
Migrating scheduled assignments 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments. Result: The Table Routing Assignment list is displayed.
4
Right-click each assignment.
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Select Edit Schedule. Result: The schedule information for each assignment appears.
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6
If the Routing Table Assignment is scheduled, note the schedule information.
7
Log on to Contact Center Manager Administration.
8
Select Configuration Component on the Launchpad.
9
Select Network Control Center Server in the server tree.
10
Expand the Sites node by clicking the plus sign (+).
11
Select Assignments.
12
Expand Assignments by clicking the plus sign (+).
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Select each assignment. Result: Assignment information appears in the right-hand pane.
14
Enter the schedule information under Save/Schedule Routing Table Assignments using the information noted in Step 6.
15
Click Schedule. Result: Assignment is rescheduled.
16
Repeat for each Assignment.
Deleting assignments from Classic Client 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments.
4
Right-click each assignment.
5
Select Edit Schedule. Result: The schedule information for each assignment appears.
6
Update the schedule to Not Scheduled.
7
Click Save.
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Removing associated supervisors In Contact Center Manager Administration 6.0, the partitions feature replaces the Classic Client concept of associated supervisors. If you migrate from Classic Client to Contact Center Manager Administration, the associated supervisors may block a deletion of a supervisor. For this reason, Nortel recommends that you remove associated supervisors from Classic Client when migrating to Contact Center Manager Administration. If you do not perform this step, Contact Center Manager Administration removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client 1
Log on to the server using Classic Client.
2
Select User Administration.
3
Double-click Users. Result: A list of all users is displayed.
4
Right-click on the name of a user whose associated supervisors you want to remove.
5
Select Properties from the resulting menu. Result: The User Properties window appears.
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6
Select the Supervisor tab.
7
In the Associated Supervisors window, select all the listed supervisors.
8
Click Remove.
9
Click Save.
10
Close all windows to complete the procedure.
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Chapter 10
Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server In this chapter Overview
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Section A: Preparing for the upgrade
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Section B: Upgrading the product software
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Section C: Postupgrade tasks on the CCMA server
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Section D: Configuring the client PC
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Section E: Upgrading agent workstations
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Section F: Migrate Classic Client
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Overview Nortel does not support a direct migration from Symposium Web Client 4.5 on server A to Contact Center Manager Administration 6.0 on server B. That is, you cannot back up Symposium Web Client data on a source server and restore that database backup to Contact Center Manager Administration 6.0 on a new target server. Use the migration and upgrade procedures in this chapter to upgrade from Symposium Web Client Release 4.5 SUS0601 v1 on a Windows 2003 platform to Contact Center Manager Administration Release 6.0 on a new server. ATTENTION
If your Symposium Web Client 4.5 is running on Windows Server 2000/ Advanced Server, you must perform a full platform migration to Windows Server 2003 before proceeding with your upgrade to Contact Center Manager Administration 6.0. For information about migrating Symposium Web Client 4.5 on a Windows 2000/Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”
Migrating Classic Client data If you have Classic Clients operating in your data network, you must migrate your Classic Client data because Contact Center Manager Administration 6.0 does not support Classic Client. You can migrate your Classic Client data before or after you perform the upgrade. For more information about planning your upgrade and compatibility considerations for Classic Client, see the Nortel Contact Center 6.0 Planning and Engineering Guide. The procedures to migrate Classic Client are documented in Section F: “Migrate Classic Client,” on page 1217.
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Source server and target server For the purpose of the procedures in this chapter, your existing server with Symposium Web Client 4.5 (SUS0601 v1 or later) installed is referred to as the source server. The new server, is referred to as the target server.
Options for upgrading from Symposium Web Client 4.5 (SUS0601 v1 or later) on Windows 2003 (source server) to Contact Center Manager Administration 6.0 on a new server (target server) Nortel does not support a direct migration from Symposium Web Client 4.5 on server A to Contact Center Manager Administration 6.0 on server B. That is, you cannot back up Symposium Web Client data on server A and restore that database backup to Contact Center Manager Administration 6.0 on server B. To complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later) on Windows 2003 to Contact Center Manager Administration 6.0 on a new server, you can select one of two options. Option 1 (recommended by Nortel) In this scenario, you maintain a fully operational Symposium Web Client 4.5 (SUS0601 v1 or later) on the source server, while migrating data to the target server and performing the upgrade on the target server. To upgrade to a new server, you must complete the following tasks: 1.
Install Symposium Web Client 4.5 (SUS0601 v1 or later) on the target server.
2.
Back up Symposium Web Client 4.5 (SUS0601 v1 or later) on the source server.
3.
Restore Symposium Web Client 4.5 (SUS0601 v1 or later) to the target server.
4.
Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the target server to Contact Center Manager Administration 6.0.
The procedures for this recommended upgrade path (Option 1) are documented from end to end in this chapter. Installation and Maintenance Guide
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Option 2 You can also upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later) on Windows 2003 to Contact Center Manager Administration 6.0 on a new server by completing the following tasks: 1.
Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the source server to Contact Center Manager Administration 6.0. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server.”
2.
Migrate Contact Center Manager Administration 6.0 data from the source server to the target server. For information, see Chapter 11, “Migrating CCMA 6.0 to a new server.”
Because this scenario does not maintain a fully operational Symposium Web Client 4.5 in the contact center while you perform the upgrade, this upgrade path is not recommended by Nortel. Option 2 is not documented as an end-to-end procedure in this chapter. To follow this upgrade path, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server” and Chapter 11, “Migrating CCMA 6.0 to a new server.”
Timing The following upgrade times provide guidance on the time required for software upgrade:
Preinstallation (including operating system installation/configuration): 3 hours
Upgrading the server software: 30 minutes
Postinstallation: 1 hour
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:
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Ram: 1.0 GB
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DVD Drive: Internal IDE 8X DVD-ROM
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Section A: Preparing for the upgrade
In this section Step 1. Read the documentation for performing an upgrade
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Step 2. Gather the materials required for an upgrade
991
Step 3. Ensure that all servers are compatible
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Step 4. Ensure target server meets CCMA 6.0 requirements
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Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server
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Step 6. Install SWC 4.5 SUS0601 v1 on the target server
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Step 7. Add ASP.NET applications to IIS
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Step 8. Perform a full backup of the source server
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Step 9. Back up Symposium Web Client data files on the source server 1033 Step 10. Remove Terminal Services (optional)
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Step 11. Restore the data files from the source server to the target server1037 Step 12. Get documentation for the XML Automated Assignments feature1043 Step 13. Install Crystal Enterprise 10 Embedded on the target server
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Step 14. “Verify that the SWC server can update the ADAM schema” on page 1051
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Step 1. Read the documentation for performing an upgrade Perform the following tasks:
Read Chapter 7, “Upgrading”. Check for any installation addenda or updated customer documentation on the Nortel Web site (www.nortel.com), or on the Partner Information Center Web site (www.nortel.com/pic). The addenda and documentation may contain important information regarding your upgrade.
If your Symposium Web Client 4.5 runs on Windows Server 2000/Advanced Server, you must perform a full platform migration to Windows Server 2003 before upgrading to Contact Center Manager Administration 6.0 using the procedures in this chapter. For information about migrating Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”
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Step 2. Gather the materials required for an upgrade The following checklist contains the software and equipment that you require to install Contact Center Manager Administration Release 6.0. Qty
Description
✔
1
Contact Center Manager Installation DVD
❑
1
Windows Server 2003 Installation CD
❑
1
Symposium Web Client 4.5 Installation CD
❑
Use the Contact Center Manager installation DVD to install one or all of the following:
the Contact Center Manager Administration software
Crystal Enterprise 10 Embedded
Sybase Open Client version 12.5
pcAnywhere 11.5 Host-Only
required hotfixes
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Step 3. Ensure that all servers are compatible Contact Center Manager Administration 6.0 is compatible with Symposium Call Center Server Release 5.0 SUS0504 (or later) and Contact Center Manager Server 6.0 (or later). Contact Center Manager Administration 6.0 is incompatible with previous releases of Symposium Call Center Server. If you install Contact Center Manager Administration 6.0 on a co-resident server, you can install it only after you install Contact Center Manager Server 6.0. You cannot install Contact Center Manager Administration 6.0 on a coresident server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility You can use Contact Center Manager Administration to administer Symposium Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0. To administer Contact Center Manager Server 6.0, you must upgrade the Contact Center Manager Administration server to Release 6.0 of Contact Center Manager Administration. For more information about compatibility, see “Compatibility with CCMS and SCCS” on page 596.
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Step 4. Ensure target server meets CCMA 6.0 requirements Before you upgrade Symposium Web Client to Contact Center Manager Administration Release 6.0, ensure that the application server meets all the minimum hardware and software requirements. For information about hardware and software requirements, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server To perform a migration of Symposium Web Client 4.5 (SUS0601 v1 or later) to a new server in preparation for the upgrade to Contact Center Manager Administration 6.0, you must have Symposium Web Client 4.5 SUS0601 v1 or later on a Windows 2003 platform installed on the source server. If your Symposium Web Client 4.5 on the source server is installed on a Windows 2000/Advanced Server platform, you must perform a full platform migration to a new server before you upgrade the new server to Contact Center Manager Administration 6.0. For information about migrating Symposium Web Client 4.5 (SU05 or later) platform from Windows 2000 to Windows 2003, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”
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Step 6. Install SWC 4.5 SUS0601 v1 on the target server You must install and configure Windows Server 2003 and Symposium Web Client 4.5 SUS0601 v1 on the target server. To successfully complete the migration without corruption of data, each server must have the same version of Symposium Web Client and the same Service Update installed. For example, if your source server has Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, you must install Symposium Web Client 4.5 with SU06 on the Windows Server 2003 target server. For more information about installing and configuring Symposium Web Client 4.5, see the Symposium Web Client Planning, Installation, and Administration Guide.
Installing and configuring Windows Server 2003 Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NT File System (NTFS) partition as the primary partition on the application server. Install Windows Server 2003 Enterprise Edition or Standard Edition, including Simple Mail Transfer Protocol (SMTP) and Internet Information Services (IIS) on the primary NTFS partition.
Windows Server 2003 requirements When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing
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Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition. To install IIS and Terminal Services, you must scroll through the list of components, and select Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel recommends that you install both on the application server. When you install Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For information, see “Applying security patches to the application server” on page 1004. Client Access Licensing For the latest information about Client Access Licensing, consult Microsoft. ATTENTION
Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License (CAL) only; they do not require a separate Terminal Services Client Access License.
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If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel does not provide these Client Access Licenses. If the client PC is accessing only Script Variables or Application Thresholds, these Licenses are not required. Domain group policies and the application server For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which Active Directory Application Mode (ADAM) is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server. Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting. You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information about group policies and Symposium Web Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center Web site (within www.nortel.com/pic). Installation and Maintenance Guide
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Windows Server 2003 checklist This checklist provides an overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceAdmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceAdmin user account in Windows Server 2003. If you delete this user account, you cannot log on to Symposium Web Client either as the webadmin or as any other user.
Windows Server 2003 installation checklist
✓
Set up a partition on the application server with an NTFS file system on ❑ the partition that contains the Web Client application. ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows Server 2003 files ❑ to the hard drive. When the copy process is complete, the system restarts. Regional and Language Options window
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❑
To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear. To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details.
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Windows Server 2003 installation checklist
✓
Personalize Your Software window
❑
Type your name and the name of your organization. Product Key window
❑
Type the product key for your installation. Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box.
*The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CAL) that you purchase. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you purchase, whichever is lower. For the Windows Server 2003 CALs, you can purchase a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of License that best suits your organization. Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of Licenses; however, you may have other client workstations in your network that have Windows Server 2003 CALs only and do not require access to Scripting.
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Windows Server 2003 installation checklist
✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. The computer name can be a maximum of 15 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and a through z in lowercase), any one of the ten digits 0 through 9. No other characters are allowed (for example, the name cannot include any underscores [_]). Hyphens (-) are only permitted in the computer name of stand-alone systems. If you install a co-resident system, you cannot use hyphens in the computer name. 2 Type the password for the administrator account for this computer. You must use this password whenever the username Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode (ADAM) because both applications require that the computer name be identified on the network. To help prevent disruption, on a Windows Server 2003 platform (either stand-alone or co-resident), if you change the computer name of the application server after you install the Symposium Web Client software, you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility. Date and Time Settings window
❑
Adjust as required.
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Windows Server 2003 installation checklist
✓
Networking Components window
❑
Use this window to set up subnets, gateways, and domain names. Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. 1 On the Windows server, click Start > Control Panel > Network Connections. 2 Right-click Local Area Connection. 3 Select Properties. 4 In the General tab, click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Do not use dynamic IP addressing. 5 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. 6 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 7 Click Advanced. The Advanced TCP/IP Settings window appears.
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Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. ❑
Installing Components window
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you select. After the installation is complete, the server restarts and you are prompted to log back on as the administrator account you created.
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Windows Server 2003 installation checklist
✓
Windows Components window
❑
1 Click Start > Control Panel > Add or Remove Programs. 2 Click Add/Remove Windows Components. 3 IIS is a subcomponent of Application Server and is selected by default. Click Application Server, and then click Details to select IIS on the components list. 4 SMTP is a subcomponent of IIS and is cleared by default. Click Internet Information Services, and then click Details to select SMTP on the components list. 5 If you selected any values, click OK to return to the Windows Components window. 6 Click Terminal Server. 7 Click Yes. 8 Click Next. 9 Read the information about Terminal servers and click Next. 10 Click Full Security, and then click Next. The Configuring Components window appears. After the system configures the components you selected, restart the server. As of date of publication, the following information about Client Access Licensing was available from Microsoft. For the latest information, consult Microsoft. Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements. This information is provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, you can purchase either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization.
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❑
Nortel does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, these licenses are not required.
Creating shared folders on the application server
After you install Windows Server 2003, create the shared folders and add the printers on the application server that are used for Scripting and Historical Reporting.
Applying security patches to the application server Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor. Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as
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they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. If Symposium Web Client does not function properly after you apply a Microsoft security patch, you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, refer to the Symposium Service Packs and Security Hotfixes Compatibility List on the Partner Information Center (PIC) Web site at www.nortel.com/pic to see if Nortel has already verified the Microsoft patch for its compatibility with Symposium Web Client.
Installing Sybase Open Client on the application server You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client. If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client. After you install Sybase Open Client Version 12.5, you must update the Sybase Open Client driver. For details, see “Upgrading the Sybase 12.5 ODBC driver” on page 1011. Verifying the version of Sybase Open Client that is already installed If Sybase version 12.0 is installed on the application server, you can perform an upgrade to Sybase version 12.5 using the following procedure. If a version of Sybase earlier than 12.0 is installed on the application server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. 1
On the server, click Start > Control Panel > System. Result: The System Properties window appears.
2
Click the Advanced tab.
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Click Environment Variables. Result: The Environment Variables window appears.
4
Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
Installing Sybase Open Client If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is already installed, and you need not install it again. You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client functions with Sybase Open Client 12.5 only. If the application server has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling an update” on page 1607. 1
Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears.
6
Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
7
Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
8
Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
10
If you install the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, type E:\Sybase. However, if you do not know this location, you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
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Click Next. Result: The Summary window appears, displaying the components being installed.
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Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files are copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program.
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If you upgrade to Sybase Version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation.
replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: “COMCTL32.DLL - The system does not need this update.” When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components.
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Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
16
Click OK.
17
Close the Control Panel window. Continue with the following procedure, “Upgrading the Sybase 12.5 ODBC driver.”
Upgrading the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. If you install Symposium Web Client on a co-resident server with Symposium Call Center Server, Sybase Open Client version 12.5 is installed and you need not install it again, nor do you need to upgrade the Sybase 12.5 ODBC driver. For more information, see the instructions.txt file, which is in the EBF11113 folder on the Symposium Web Client CD-ROM. If Sybase Open Client 12.5 is installed on the application server and you upgrade Symposium Web Client 4.5 from one build to the next, you must perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before you upgrade the Symposium Web Client software. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start > Run.
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b. In the Open box, type cmd. c.
Click OK.
d. Ad the prompt, type iisreset. e. Press Enter. Result: The following screen appears.
3
Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver;<SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
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On the application server, verify that the system successfully updated the driver as follows:
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a. Click Start > All Programs > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. If the ODBC driver version is not 4.10.00.49, open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy. Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp
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EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
Installing Symposium Web Client 4.5 on the application server Before you begin: 1.
Ensure that you install and configure the following Windows components and third-party software on the application server:
2.
Windows Server 2003 Enterprise Edition or Standard Edition Internet Information Services with SMTP Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client Version 12.5 (required for Historical Reporting and Contact Center Management)
If the setup wizard does not detect these programs or components on the application server, it terminates the installation process. Decide if you will install Symposium Web Client as the default Web site on the application server, or if you will install it as a virtual directory on an existing Web site. ATTENTION
3.
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Nortel recommends that you install Symposium Web Client as the default Web site, reserving the application server solely for the use of Symposium Web Client.
Verify that IIS is completely installed before you install Symposium Web Client. Click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation. Contact Center Manager Administration
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Verify that you did not change the default settings in Windows 2003 to disable the capability to generate 8.3 style short filename. Disabling the capability to generate 8.3 style short filenames causes the installation of Symposium Web Client to fail. For information, see “Installation of Symposium Web Client on Windows 2003 fails because of Windows Script Host error message” on page 767.
Installing Symposium Web Client on the application server (no ADAM replication) You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server. 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup.exe appears by default in the Open box, where D: is the CD-ROM drive.
6
Click Next. The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, installation continues. The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
8
In the Serial Number box, type the serial number for your Symposium Web Client 4.5. The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software.
9
In the Key Code boxes, type the keycode for your Symposium Web Client 4.5 application. ATTENTION
10
Keycodes are case-sensitive.
Click Next.
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If you make an error entering the keycode or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears.
11
Click No. Result: The Customer Information window appears.
1018
12
In the User Name box, type your name.
13
In the Organization box, type your company name.
14
To set up access restrictions for this Symposium Web Client installation, select one of the following options:
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Anyone who uses this computer (all users) lets anyone who can log on to the computer also log on to Symposium Web Client.
ATTENTION
15
Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) lets only a user with your username and password log on to Symposium Web Client.
Click Next. Result: The SOAP Configuration Parameters window appears. In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server computer name, you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server fully qualified host name (for example,
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Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must perform a procedure to reset the name in IIS and update the DNS or HOSTS table to reflect the new computer name. ATTENTION
If you are uncertain of the Symposium Web Client default URL, you can accept the default value shown. However, if the client PCs that are used to access the application server are outside the server domain, you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the serves computer name. The results of a successful ping include the fully qualified domain name.
If you use the fully qualified domain name in this window, and if you add the application server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. Result: The Port Configuration for ADAM window appears. 16
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that no other applications use these ports. If so, ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default Web site on the application server, or install it as a virtual directory on an existing Web site. 18
To install Web Client as the default Web site, select the Default option, and then proceed to step 20. Nortel recommends that you select Default, reserving the application server solely for the use of Symposium Web Client for optimum performance OR To install Web Client as a virtual directory on an existing Web site, click Existing.
19
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default Web site, see the Symposium Web Client 4.5 Planning, Installation & Administration Guide.
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Click Next. Result: The Setup Type window appears.
21
Select the Complete option.
22
Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
If there are files in use or open windows that prevent the Symposium Web Client installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the installation does not proceed, click Ignore. The installation proceeds. 24
After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Symposium Web Client functionality.
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You are required to type the old password only if you reinstall Symposium Web Client 4.5 and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is disabled.
25
In the New Password box, type the new password for the iceAdmin user account. After you install Symposium Web Client, you can change this custom password.
26
In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. Then the system installs Active Directory Application Mode (ADAM).
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After the system installs ADAM, click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Sometimes the window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step. The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. After the system installs the required SOAP components, the ADAMSchema window appears. The system installs the ADAM schema.
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The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
29
Click Yes to restart your computer,
Applying the Service Update You must download and apply the same Service Update as is currently on the source server from the Nortel Enterprise Solutions PEP Library Web site at www.nortel.com/espl. To register for this Web site, follow the instructions listed at www.nortel.com/register.
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You must have the same Service Update on the source server and the target server to successfully migrate from the source server to the target server. At minimum, the patch level must be Symposium Web Client 4.5 (SUS0601 v1) to support a direct upgrade to Contact Center Manager Administration 6.0.
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Step 7. Add ASP.NET applications to IIS For Report Creation Wizard to function, you must configure Internet Information Services (IIS) to support ASP.NET applications. If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager Administration server, proceed to Step 19. “Configure IIS settings for Report Creation Wizard” on page 1082. If you do not perform this task, the following error message appears when you attempt to launch Report Creation Wizard: “Visual Studio.NET has detected that the specified Web server is not running ASP.NET version 1.1. You will be unable to run ASP.NET Web applications or services.” You may be asked for your Windows 2003 Server installation CD during the configuration steps of this procedure.
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Configuring IIS to support ASP.NET applications 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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In the left pane, click Add/Remove Windows components. Result: The Windows Components Wizard window appears.
3
Under Components, select Application Server, and then click Details. Result: The Application server dialog box appears.
4
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Under Subcomponents of Application Server, select the ASP.NET check box.
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Click OK. Result: The Application server dialog box closes.
6
Click Next. If you receive a prompt to insert your Windows Server 2003 installation disk, insert the Windows Server 2003 installation CD in the CD-ROM drive. Result: The Completing the Windows Components Wizard window appears.
7
Click Finish.
8
Close all windows to complete the procedure.
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Step 8. Perform a full backup of the source server Before you perform the migration procedure or upgrade the application server, Nortel recommends that you make a complete backup of the Symposium Web Client application server, including the system state, using a third-party backup tool or the Microsoft Windows Backup tool. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. Nortel recommends that you perform full backups during periods of low activity.
Performing a full backup of the source server If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For information about creating full backups of the application server, see the Microsoft documentation or the documentation of the third-party backup tool of your choice. CAUTION Risk of loss of data .
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You can use Backup to back up and restore data on either File Allocation Table (FAT) or NT File System (NTFS) volumes. However, if you back up data from an NTFS volume used in Windows 2000, Nortel recommends that you restore the data to an NTFS volume, or you may lose data as well as some file and folder features.
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Step 9. Back up Symposium Web Client data files on the source server After you perform a full backup of the source server (see Step 8. “Perform a full backup of the source server” on page 1032), create a backup of the individual Symposium Web Client data files, including Microsoft Active Directory Application Mode (ADAM). Nortel recommends that you back up the individual Symposium Web Client files in addition to performing a full backup of the source server because this creates a more manageable backup file containing only the data files that need to be restored to the target server. The data files that you must back up before performing the full platform migration procedure include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files are not transferred automatically from the source server to the target server during the migration. You must restore these files separately on to the target server to complete the migration between platforms. CAUTION Risk of loss of data .
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on the target server. Nortel recommends that you back up ADAM files by using the Windows Backup Tool.
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Backing up Symposium Web Client data files using the Microsoft Windows Backup Tool For detailed information about the Microsoft Windows Backup Tool, go to the Microsoft Web site at www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
4
5
6
In the left pane, select the check boxes for the following files and folders (where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
In the left pane, select the check box for the following files and folders (where
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device.
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If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you do not have a tape drive, or your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 7
In Backup media or file name, if you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file. OR If you back up files and folders to a tape, choose the tape to use.
8
Click Start Backup. Result: The Backup Job Information window appears.
9
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
10
Close all windows to complete the procedure.
For more information about using the Windows Backup Tool or other backup strategies, see the Microsoft documentation at www.microsoft.com.
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Step 10. Remove Terminal Services (optional) This is an optional step. Symposium Web Client 4.5 required Terminal Services for Scripting. Because Scripting is a fully integrated Web-based client in Contact Center Manager Administration 6.0, you can remove Terminal Services before you upgrade to Contact Center Manager Administration 6.0. However, you may have third-party products on your application server that require Terminal Services. In this case, you can keep Terminal Services on the application server and this does not affect the performance of Contact Center Manager Administration 6.0. If you do not want to remove Terminal Services from the application server, you can proceed directly to Step 11. “Restore the data files from the source server to the target server” on page 1037.
Removing Terminal Services 1
On the Symposium Web Client server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs windows appears.
2
In the left pane, click Add/Remove Windows components. Result: The Windows Components Wizard window appears.
3
In the Components list, clear Terminal Server and Terminal Server Licensing.
4
Click Next. Result: The Terminal Server Setup dialog appears warning you that this option removes Terminal Server from your computer.
5
Click Next. Result: Terminal Services is removed from your computer and the Completing the Windows Components Wizard window appears.
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6
Click Finish.
7
Click Yes to reboot the application server.
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Step 11. Restore the data files from the source server to the target server Perform this procedure to restore the files that you back up from the source server to the target server. ATTENTION
When you restore Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
You cannot use the application server while restoring data. You can use the Windows Backup Tool or a similar tool to restore the Symposium Web Client data. The procedure in this section is based on the Windows Backup Tool method of restoring data. When you replicate an instance of ADAM as part of a configuration set, you must perform an authoritative restore. At the time of writing, you can find Microsoft procedure for performing an authoritative restore in the section “To restore an ADAM instance” within the procedure “To authoritatively restore ADAM data on an ADAM instance that belongs to a configuration set” of the Microsoft ADAM online Help file.
Prerequisites Before you perform this procedure, you must ensure that the target server has the following software installed and configured correctly:
Windows Server 2003,
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All required third-party software, such as Microsoft Active Directory Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is installed on the source server) Symposium Web Client 4.5 SUS0601 v1 For details about installing and configuring Symposium Web Client Release 4.5 SUS0601 v1, see Step 6. “Install SWC 4.5 SUS0601 v1 on the target server” on page 995. You must ensure that the drive on which the backed up Symposium Web Client was installed exists on the new server.
Restoring Symposium Web Client data (Windows Server 2003) on the target server The following list provides a quick overview of the tasks required to restore Symposium Web Client data on the target server. Nortel recommends that you install all software in the same directories as those used on your original application server. 1.
On your target server Symposium Web Client installed, shut down the SymposiumWC service.
2.
Perform a restore using the appropriate backup and restore utility.
3.
Manually restart the SymposiumWC service.
4.
Restore the corresponding registry data. At this point your Symposium Web Client is operational except for scheduled information.
5.
Reactivate scheduled assignments.
6.
If you have Network Control Center (NCC), go to the Configuration component of Symposium Web Client and reactivate all routing table scheduled assignments.
Restoring data files To restore data files, select one of the following options:
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Restore data files using a third-party backup and restore utility such as Veritas.
Restoring data files using the Windows Backup Tool ATTENTION
You must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as “NETWORK SERVICE”). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
Browse to the backup file (.bkf) that you want to restore.
2
On the target server, restore the data from the most recent backup (.bkf) file. To do this, follow the procedure “To restore files from a file or tape.” As of the date of publication of this guide, you can find this documentation at www.microsoft.com. When you use the Windows Backup Tool to restore the Symposium Web Client data files, it is important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you use the Restore Wizard in the Advanced Options “How To Restore” page.
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Restoring data files using the Veritas Backup Exec 9.1 tool ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Symposium Call Center Server and Symposium Web Client as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Symposium Web Client data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use instead of the Microsoft Windows Backup Tool to back up and restore the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Symposium Web Client data, note the following:
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You must stop the SymposiumWC service prior to restoring from a Veritas backup file. You must also ensure that Restore over existing files is selected in the general properties for the restore job. For more information, consult the Veritas application online Help. The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (at this time, you cannot change the Symposium Web Client Toolkit NameService port number). When you change the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then choose a port that does not cause a conflict between any of these products. To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and/or service pack with Contact Center Manager Administration. Contact Center Manager Administration
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Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select Shadow Copy Components, as well as any hard drive components (Symposium Web Client folders). When restoring data, you must ensure that Restore over existing files is selected in the general properties for the restore job. When you restore the Symposium Web Client ADAM files (Shadow Copy Components), the SymposiumWC service is stopped automatically. You must manually restart the service after the restoration is complete.
Reactivating Historical Reports and scheduled events After restoring Symposium Web Client data to the new server, you must reactivate Historical reports and scheduled events. 1
Launch the Historical Reporting component in Symposium Web Client.
2
In the Scheduled Events window, select all the scheduled assignments.
3
Click Activate.
4
Launch the Contact Center Management component in Symposium Web Client.
5
Open each scheduled assignment and reactivate.
Testing your migrated data After you restore the files from the source server to the target server, test the migration of the data by connecting to the target server and using Symposium Web Client (logging into SWC with a user & password that had been created on the source server). Compare the data that is shown on this target server with the source server. Confirm also that all non-Active Directory data (such as Historical Reporting templates) is restored to the target server.
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Backing up and restoring data on a co-resident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a co-resident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Symposium Call Center Server and Symposium Web Client applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Symposium Call Center Server. Nortel does not specifically recommend any tool for its compatibility with Symposium Call Center Server. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location.
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Step 12. Get documentation for the XML Automated Assignments feature If you do not upgrade this feature, you can skip to Step 13. “Install Crystal Enterprise 10 Embedded on the target server” on page 1044. If you upgrade the XML Automated Assignments feature, ensure that you have the Contact Center Manager Administrator’s Guide on hand for instructions about how to use this feature. You can also consult other associated documentation and engineering and development support resources for the XML Automated Assignments feature, which are provided only through the Nortel Developer Program. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on the Web site at www.nortel.com/developer.
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Step 13. Install Crystal Enterprise 10 Embedded on the target server If you already installed this software on the server, you can skip to the next step. See Step 15. “Upgrade the product software” on page 1058 for details. To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You do not need to purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the folder CR10_EE, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the CR10_EE folder, double-click the file setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Accept the terms of the license agreement, and then click Next. Result: The User Information window appears.
7
Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type window appears.
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Select the Full option, and then click Next. Result: The Ready to Install the Application window appears.
9
Click Next. Result: The system begins installing the software and the following window appears.
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10
When the installation is finished, the Completed window appears.
11
Click Finish.
Installing Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 16. “Install required hot fixes for third-party software” on page 1069.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix, located in the CCMA folder of the Contact Center Manager installation DVD.
4
In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
10
Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
11
Click Yes. Result: The InstallShield Wizard Complete window appears.
12
Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for thirdparty software” on page 1069.
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Step 14. Verify that the SWC server can update the ADAM schema This task is required only if you plan to upgrade a Symposium Web Client server in a replication configuration set. If the server is not part of a replication configuration set, you can proceed to Section B: “Upgrading the product software,” on page 1057. When you upgrade Symposium Web Client replication servers, the first server that you upgrade in the replication configuration set must be the schema master (for example, the primary Symposium Web Client server that was installed with the first instance of ADAM). The Symposium Web Client server that is the schema master is responsible for updating the ADAM schema and is the server that the other replicating servers in the ADAM configuration set referenced to when they were installed. To verify that Symposium Web Client server is the schema master and can update the ADAM schema, complete the following tasks. 1.
Verify that the Symposium Web Client server that you plan to upgrade first is the schema master.
2.
Verify that the schema master can update the ADAM schema.
Verifying that SWC server to upgrade first is the schema master 1
From the Start menu, click Run.
2
In the Open box, type MMC to open the Microsoft Management Console.
3
Click OK.
4
In the Console window, click File > Add/Remove Snap-in.
5
In the Add/Remove Snap-in dialog box, click Add.
6
In the Add Standalone Snap-in dialog box, from the list, select ADAM Schema.
7
Click Add.
8
Click Close to close the Add Standalone Snap-in dialog box.
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9
Click OK to close the Add Remove Snap-in dialog box.
10
In the Console window, right click ADAM Schema and select Change ADAM Server. Result: The Connect to ADAM Server dialog box appears.
11
In the ADAM server box, type the DNS name of the SWC server (case sensitive).
12
In the Port box, type 389.
13
Click OK.
14
Right click ADAM Schema and select Operations Master. Result: The Change Schema Master dialog box appears.
15
In the Current schema master box, ensure that value is the name of server that you are verifying.
16
If the value in the Current schema master box is the name of another server in the replication configuration, then this other server is the server that you must first upgrade to Contact Center Manager Administration.
17
Exit the MMC console.
Verifying that the schema master can modify the ADAM schema To verify that the schema master can modify the ADAM schema, reapply an existing Symposium Web Client 4.5 ADAM schema attribute. Completing completing this procedure does not result in lost ADAM data. The ADAM schema structure is reapplied and existing data is not overwritten or deleted.
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1
Open a DOS window and navigate to :\Program Files\Nortel Networks\WClient\Apps\Sysops.
2
Locate the windows ADAM directory. It is either C:\Winnt or C:\Windows.
3
At the prompt, type c:\winnt or windows\adam\ldifde -i -k -j . -c CN=Schema,CN=Configuration #schemaNamingContext -s localhost:389 -f ".\ice.schema_upgrade.040502.ldf".
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4
If the following output appears, this Symposium Web Client server is the schema master and can modify the ADAM schema.
5
If the following output appears, this SWC server is not the schema master and cannot modify the ADAM schema. Proceed to “Transferring schema master ownership” on page 1053.
Transferring schema master ownership If the Symposium Web client server cannot modify the ADAM schema, transfer or seize the schema master ownership using the Microsoft DSMGMT utility. 1
Open a new DOS prompt, and navigate to C:\WINNT\ADAM or C:\WINDOWS\ADAM.
2
At the prompt, type dsmgmt.
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3
At the dsmgmt prompt, type roles.
4
At the fsmo maintenance prompt, type connections.
5
At the server connections prompt, type connect to server SWC DNS ServerName:389.
6
At the server connections prompt, type q.
7
At the fsmo maintenance prompt, enter transfer schema master.
8
In the Role Transfer Confirmation dialog box, click Yes.
9
If the transfer is successful the following output appears. Proceed to “Verifying that the schema master can modify the ADAM schema” on page 1052.
10
If the transfer is unsuccessful the following output appears. Proceed to “Seizing schema master ownership” on page 1055.
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Seizing schema master ownership If you cannot transfer schema master ownership, complete this procedure to seize ownership. 1
At the fsmo maintenance prompt, enter seize schema master.
2
In the Role Seizure Confirmation dialog box, click Yes. Result: The following output appears:
3
Proceed to “Verifying that the schema master can modify the ADAM schema” on page 1052.
What is next? You can now upgrade the Contact Center Manager Administration Release 6.0 software on the target server. For information, see Section B: “Upgrading the product software,” on page 1057.
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Section B: Upgrading the product software
In this section Step 15. Upgrade the product software
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Step 16. Install required hot fixes for third-party software
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Step 17. Apply the latest Service Update and Service Update Supplement1070
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Step 15. Upgrade the product software This step describes how to upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client (only when installed on a Windows Server 2003 platform) to Release 6.0 of Contact Center Manager Administration on the same server. You cannot use the procedures in this chapter to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.” To upgrade to Contact Center Manager Administration 6.0 on a new server, see Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server.” You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. If Symposium Web Client or Contact Center Manager Administration is replicating ADAM with another server, you must: 1.
Disable replication on the primary replicating server that is the schema master. Do not disable replication on the secondary replicating servers. To verify that the primary replicating server is the schema master, see Step 14. “Verify that the SWC server can update the ADAM schema” on page 1051.
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2.
Upgrade the schema master server (map drives first).
3.
Disable replication on each secondary replicating server.
4.
Upgrade each secondary replicating server (map drives first).
5.
Enable replication on the primary replicating server that is the schema master.
6.
Enable replication on each of the secondary replicating servers.
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Stopping replication on replicating servers To upgrade the schema master server, disable replication on this server only. Do not disable replication on the secondary replicating servers until you upgrade the schema master server. After you upgrade the schema master server, disable replication on all of the secondary replicating servers in the replication configuration set. 1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To disable outbound replication, type repadmin /options +DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Mapping drives to the source location of the product software 1
Insert the Contact Center Manager installation DVD into the Contact Center Manager Administration server DVD-ROM drive.
2
Launch Windows Explorer and browse to the DVD drive.
3
Right-click on the DVD drive in the system tree and select Properties from the menu. Result: The DVD Properties dialog box appears.
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Select the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
6
In the Share name box, type your share name.
7
Click Apply.
8
Click OK. Result: The DVD Properties dialog box closes.
9
In Windows Explorer, select Tools > Map Network Drive. Result: The Map Network Drive dialog box appears.
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10
In the Folder box, enter the server details as \\<server>\<share>, where <server> is the system that contains the physical DVD media and <share> is the share name.
11
Click Finish. Result: The Map Network Drive window closes and your mapped drive appears in the system tree.
Upgrading from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 Before you perform this procedure, complete the following tasks:
Map your drive to the source location of the product software. For more information, see “Mapping drives to the source location of the product software” on page 1059. Stop the ADAM replication service on each replicating server until the upgrade is complete (only if Symposium Web Client or Contact Center Manager Administration replicates ADAM with another server). For details about stopping replication, see “Stopping replication on replicating servers” on page 1059.
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1
Standard 10.15
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, service updates, service update supplements, or designer fixes and patches.
2
In the Contact Center Manager Administration server, browse to the drive that you mapped to the source location of the product software. If you did not map your drive to the source location of the product software, see “Mapping drives to the source location of the product software,” on page 1059.
3
In the left pane, click the plus sign (+) next to drive that you mapped to the source location of the product software. Result: The folder expands.
4
In the right pane, click setup.exe. Result: The File Download warning box appears.
5
Click Open. Result: The Contact Center Manager DVD installer main menu appears.
6
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Select Contact Center Manager Administration from the components list.
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Click Install. Result: The InstallShield Wizard checks the system for required components. If the required components are on the system, the Welcome to Contact Center Manager Administration Setup Wizard window appears, immediately followed by the Upgrading the Contact Center Manager Administration main setup window.
Any patches installed are automatically removed by the installation prior to the upgrade taking place.
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Click Next. Result: The Upgrading the Contact Center Manager Administration status window appears, and the system copies new files to the Contact Center Manager Administration server.
If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the upgrade does not proceed, click Ignore. The upgrade proceeds. You cannot upgrade to a previous version of Contact Center Manager Administration. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process. 9
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceAdmin user account. This user has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
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This window appears every time you install or upgrade Contact Center Manager Administration. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
10
In the Old Password text box, type the old password for this account. If you forget or misplace the old password, you must manually reset it before you can continue to install Contact Center Manager Administration. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step. After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 28. “Configure Agent Desktop Display parameters on the server” on page 1154.
11
In the New Password box, type the new password for the iceAdmin user account. It is not necessary to change your iceAdmin password to a new password. To keep the old password, type the same password in the New Password box. If you change the iceAdmin password, any shares configured for exporting historical reports using the iceAdmin password must be reconfigured.
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After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 28. “Configure Agent Desktop Display parameters on the server” on page 1154. 12
In the Confirm Password box, type the new password again. 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.
13
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 19. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it.
14
From the Select Domain Name list, select the name of the domain to add.
15
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
16
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.
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17
In the Confirm Domain Account Password box, retype the domain account password.
18
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
19
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates and Server SOAP templates. After all files are installed, the Completing the Contact Center Manager Administration Setup Wizard window appears. If a version of Symposium Web Client is installed and you perform an upgrade, the system modifies the identity credentials of any scheduled tasks that you save in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes. When the program finishes, the Installing ServerSoapInstall window appears.
20
Click Finish. Result: The Contact Center Manager Administration Installer Information window appears, indicating that you must restart the Contact Center Manager Administration server for the upgrade to take effect.
21
Click Yes.
Enabling replication after the upgrade is complete ATTENTION
Do not enable replication on the primary replicating server that is the schema master immediately following an upgrade. Replication on this server must remain disabled until you upgrade all of the secondary replicating servers in the replication configuration set.
After you first upgrade the primary replicating server that is the schema master and then upgrade all of the secondary replicating servers, reenable replication on the schema master server and then on each of the secondary replicating servers.
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1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To enable outbound replication, type repadmin /options DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
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Step 16. Install required hot fixes for third-party software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, service updates, service update supplements, or designer fixes and patches.
2
In Windows Explorer, on the Contact Center Manager installation DVD, browse to
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you go to the Web site www.nortel.com/espl to check for any hot fixes issued since the release of the installation DVD. Hotfixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Step 17. Apply the latest Service Update and Service Update Supplement This step includes procedures to download and apply the latest Service Updates (SU) and Service Update Supplements (SUS) for Contact Center Manager Administration from www.nortel.com/espl. For more information about downloading and applying Service Updates, Service Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches.
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Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and Contact Center Manager Administration
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CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.” The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update Supplements Service Updates contains all the fixes included in previously released Service Updates and Service Update Supplements. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release. Designer Patches address critical issues for specific customers. A Designer Patch is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
Applying a Service Update or Service Update Supplement ATTENTION
When you install the latest Service Update, note the Administrator account with which you log on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Installation and Maintenance Guide
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Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder located on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all Service Update Supplements (SUS) associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system has finished removing the patches, the installation of the new patch proceeds. See step 9. If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: When the system finishes installing the patch, the completed window appears. 10
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the Contact Center Manager Administration server for the update to take effect. Click Yes to restart the server.
11
Repeat steps 6-11 to install other Service Update Supplements that correspond to the latest Service Update.
12
After all the latest SU and SUS are installed, close all windows and restart the server.
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What is next? After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to Contact Center Manager Administration 6.0 on the Contact Center Manager Administration server, you must complete postupgrade tasks. For information, see Section C: “Postupgrade tasks on the CCMA server,” on page 1077.
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Section C: Postupgrade tasks on the CCMA server
In this section Step 18. Add the server to an existing domain (optional)
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Step 19. Configure IIS settings for Report Creation Wizard
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Step 20. Check Internet Information Services settings
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Step 21. Add the IUSR_SWC account as the anonymous user account
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Step 22. Complete additional IUSR_SWC tasks for SU04 (optional)
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Step 23. Configure License Manager Service
1105
Step 24. Configure Logon Warning message (optional)
1109
Step 25. Configure Real-Time Reporting
1114
Step 26. Configure Emergency Help
1122
Step 27. Configure shared folders for Historical Reporting (optional)
1124
Step 28. Configure Agent Desktop Display parameters on the server
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Step 29. Change the iceAdmin user account password (optional)
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Step 30. Upgrade the XML Automated Assignments feature (optional)
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Step 31. Revert to source computer name or change computer name
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Step 32. Ensure computer name of CCMA server is correct on client PCs1175 Step 33. Accept the license agreement in Server Utility
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Step 34. Refresh your servers
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Step 35. Copy latest user guides to the CCMA server
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Step 36. Other postupgrade tasks
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Step 18. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If you already added your Contact Center Manager Administration server to an existing domain or if you do not want to add your server to an existing domain, you can proceed directly to Step 19. “Configure IIS settings for Report Creation Wizard” on page 1082. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some specific scenarios that require you to add the Contact Center Manager Administration server to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For more information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Standard 10.15
Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
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Step 19. Configure IIS settings for Report Creation Wizard The task is required in order for Report Creation Wizard to function.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
Right-click on the RCW folder and click Properties. Result: The RCW Properties window appears.
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Standard 10.15
Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
13
Close all windows to complete the procedure.
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Step 20. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
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2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 21. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure includes the following tasks: 1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR_SWC user account, and then select Set Password from the menu. Result: A warning box appears.
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Standard 10.15
Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note the password that you type because you require it again in Step 20.
7
Click OK. Result: A window appears confirming that the password was set.
8
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
9
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
In the left pane, click the plus sign (+) beside
11
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Standard 10.15
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
Click the Directory Security tab. Result: The Directory Security page appears.
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Standard 10.15
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
15
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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Standard 10.15
Click Find Now. Result: The list of all the user accounts configured on the server appears.
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Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
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 lower portion of the window.
19
Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
20
In the Password box, type the same password that you typed in step 6.
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Standard 10.15
Click OK. Result: The Confirm Password window appears.
22
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
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23
Click OK to save your changes.
24
Close all windows.
25
To complete the procedure, run iisreset. Click Start > Run.
26
In the Open box, type iisreset.
27
Click OK.
28
Close all windows to complete the procedure.
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Step 22. Complete additional IUSR_SWC tasks for SU04 (optional) If you installed SU04, you must complete the following tasks. If you installed a version earlier than SU04, proceed to Step 23. “Configure License Manager Service” on page 1105.
Adding the IUSR_SWC user to the ISS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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Standard 10.15
In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Select the Member Of tab. Result: The Member Of page appears.
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Click Add. Result: The Select Groups dialog box appears.
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In the Enter the object names to select box, type IIS_WPG.
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Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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Click Apply.
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Click OK.
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Result: The IUSR_SWC Properties dialog box closes. 10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
4
Click the Identity tab. Result: The Identity page appears.
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Click Browse. Result: The Select User dialog box appears.
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In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
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In the Password box, type the IUSR_SWC password. This is the same password that you entered in step 6 of Step 21. “Add the IUSR_SWC account as the anonymous user account” on page 1087. Note that if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
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Click Apply.
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Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
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Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
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Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
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In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
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Click OK.
7
Proceed to the next procedure to reset IIS.
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Click Start > Run.
2
In the Open box, type iisreset.
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Click OK.
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Step 23. Configure License Manager Service You can use the License Manager Service – Configuration Setup utility to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server. You can also use the utility to log the debug trace for the License Manager Service events. On a stand-alone server, for the Report Creation Wizard component to function, you must configure the License Manager Service after you install Contact Center Manager Administration. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address and port number are already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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In the right pane, click the LM Service Configuration icon. Result: The LM Service – Configuration Setup window appears.
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In the Primary Server’s IP Address boxes, type the Primary LM Server IP address.
6
In the Primary Server’s Port box, type the Primary LM Server port number. For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only.
7
In the Standby Server’s IP Address boxes, type the Standby LM Server IP address (optional, if available).
8
In the Standby Server’s Port box, type the Standby LM Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only. The LM Service log file (LMService.log) location is displayed. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug, in the LM Service Log size box, type the log file size. Note: Default is 1 MB.
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Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service restarted.
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Click OK.
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Close all windows to complete the procedure.
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Step 24. Configure Logon Warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is turned on in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your administrator to change the logon warning message. If you do not want to configure a logon warning message, proceed to Step 25. “Configure Real-Time Reporting” on page 1114.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon window appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
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Close all windows to complete the procedure.
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For information, see “Configuring your logon warning message title and text” on page 1109.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 25. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
Contact Center Manager Administration server receiving IP multicast address—This is the address the Contact Center Manager Administration server uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server. Contact Center Manager Administration server sending IP multicast address—This is the address the Contact Center Manager Administration server uses to send multicast data.
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the Contact Center Manager Server uses to send data must be configured on the Contact Center Manager Server. This address is listed in the IP Multicast Group box. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. When a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). You can use the unicast option to provide users in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you can do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. IP multicasting can transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network.
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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In the left pane, under Applications, click Real-time Reporting.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties dialog box appears.
4
In the IP Receive Address and IP Send Address boxes, type the correct address information.
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The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration. The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
5
If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
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the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
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For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR
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If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An
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error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the client indicating that the connection is not allowed. For information about entering the appropriate value, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
11
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service successfully restarts.
12
Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 26. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, you must ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server. Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
2
In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
5
In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs.
6
Click the Restart Emergency Help Service check box.
7
Click OK. Result: The system restarts Emergency Help.
8
Close all windows to complete the procedure.
ATTENTION
Nortel recommends that you note your Emergency Help Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you must reconfigure these settings manually.
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Step 27. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled reports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create a shared folder, select one of the following options:
Option 1—create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—create a shared folder on the client PC for exporting scheduled reports.
Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration shared folder to copy the exported report files to their client PCs. To enable users to access the saved report file, you must grant each user read and delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read and delete access for each applicable user). For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC:
1
Contact Center Manager Administration Server Configuration
Scheduled Report Account (using iceAdmin Password Steps required to export scheduled Change Utility) report to client PC
CCMA on a workgroup
iceAdmin
OR
2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
CCMA on a network domain 2
CCMA on a network domain
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server.
Domain account
1 The destination client PC must be on the (that is, the CCMA same domain as the CCMA server. server is set up for 2 Grant Change and Read permissions to Domain account the CCMA scheduled report domain for Scheduled account on the export folder of the Reports) destination PC.
You can export scheduled reports to client PCs that are within the same domain as the Contact Center Manager Administration server only.
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To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When iceAdmin password is changed on the Contact Center Manager Administration server by the administrator, the iceAdmin password must also be changed to the same password, as defined on the Contact Center Manager Administration server, on the client PC.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\
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For example, to export the Agent Performance report to a shared folder on the client PC, and the client PC computer name is clientpc, the shared folder name is reports, and you decide to call the report agent, type \\clientpc\reports\agent in the Output box. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration. In this window, when you click Submit, the system synchronizes the changes that you have made to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this may be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). 1128
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Before you can use the report synchronization feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user-imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list.
Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 1130. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security account of the server default Web site to the network domain account” on page 1139. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain),” on page 1139.
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Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1130. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For details, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (the Contact Center Manager Administration server uses these accounts)” on page 1134.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC
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1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Read check box for Allow. Ensure that all other check boxes are clear.
9
Click Apply.
10
Click OK. Result: The
11
Click OK to save your changes and close the
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties window appears.
16
Clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (the Contact Center Manager Administration server uses these accounts) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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1
On the network PC, create a folder to store your user-created report templates.
2
You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those that are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools >Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User window appears.
5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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12
Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User window. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the network PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
17
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
In the Name box, select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
23
Click Find Now. Result: A series of users appears.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
25
Click OK. Result: The account appears in the Permissions dialog box.
26
Select IUSR_SWC, and then ensure that the Allow check box is selected for Read.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before creating a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 1145. 1
Obtain the network domain account name from your System Administrator.
2
First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management.
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3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double-click Backup Operators.
6
Click Add.
7
Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
8
Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
9
You must now set up the Internet Information Services (IIS) security account. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
10
In the left pane, click the plus sign (+) beside
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
13
Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
15
Click Browse. Result: The Select User dialog box appears.
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Click Advanced. Result: The Select User dialog box expands.
17
Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
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 network domain account, and then click OK. Result: The Select User window reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods window reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password window appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
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25
Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK.
30
You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
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To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1145. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server:” on page 1149.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC To perform this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1139, before you begin this procedure. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone, and then select the Allow check box for Read. All other check boxes should be clear.
8
Click Apply.
9
Click OK. Result: The
10
Click OK to save your changes and close the
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
12
In the left pane, click the Local Users and Groups heading.
13
Double click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
15
On the General page, clear the Account is disabled check box, and then click OK.
16
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server: In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1139, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you only synchronize the imported report template when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
In the Name box, select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
11
Click Find Now. Result: A series of users appears.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears in the Permissions dialog box.
14
Select the account at the top of the Permissions dialog box, and then ensure that the Allow check box is selected for Read.
15
Click OK.
16
Click OK to save your changes and close the
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Step 28. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see Step 25. “Configure Real-Time Reporting” on page 1114. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
7
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
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8
In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
Click Save.
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Step 29. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed to Step 30. “Upgrade the XML Automated Assignments feature (optional)” on page 1162. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864.
iceAdmin user When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin account, you cannot log on to Contact Center Manager Administration as a webadmin user or as any other user.
Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you can perform this procedure.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again.
8
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.
9
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 30. Upgrade the XML Automated Assignments feature (optional) If you install the XML Automated Assignments feature, you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. To uninstall this feature from the server, use the Windows Add or Remove Programs utility. To install the feature, see the procedure that follows. You can also consult associated documentation and engineering and development support resources for the XML Automated Assignments feature, which are provided only through the Nortel Developer Program. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site.
Installing the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information dialog box appears.
6
In the User Name box, type your username.
7
In the Organization box, type the name of your organization.
8
Click Next. Result: The Destination Folder dialog box appears.
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9
Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files that it cannot parse due to error, or accept the default folders shown.
10
Click Next. Result: The Ready to Install the Program window appears.
11
Click Install to install the program with the settings you chose (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
12
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Click Finish to complete installing the program.
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Step 31. Revert to source computer name or change computer name This step is required only to change the computer name after installation. For example, after you install the application on the target server, you may want to revert to the computer name of source server. If you do not want to change the computer name after installation, you can proceed to Step 32. “Ensure computer name of CCMA server is correct on client PCs” on page 1175. If you change the computer name of the Contact Center Manager Administration server after installation, you need to perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name. The tips for changing the computer name and suggested postchange tasks vary based on whether the server is co-resident with Contact Center Manager Server or stand-alone. Refer to the appropriate scenario for a list of the required tasks.
Changing the computer name of a stand-alone server If you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must perform the following tasks to reset the name so that the Contact Center Manager Server and the Contact Center Manager Administration function properly: ATTENTION
1.
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
If you install SU04 or later, this step is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not
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function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration. For details about how to reset the SOAP files to reflect the new computer name, see “Running the ChangeSOAPSrv utility” on page 1167. 2.
An administrator must reset the IUSR_SWC account to reflect the new computer name. For details, see “Resetting the IUSR_SWC account to reflect a new computer name” on page 1167.
3.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility. For more information, see Chapter 10, “Resetting the iceAdmin password after a CCMA server name change”.
Changing the computer name of a co-resident server On a co-resident server, after you change the computer name, you must perform the following tasks to reset the name so that Contact Center Manager Server and Contact Center Manager Administration function properly: ATTENTION
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You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
1.
An administrator must run the Contact Center Manager Server Computer Name Sync utility. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
2.
If you install SU04 or later, this step is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration.
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3.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
4.
An administrator must reset the iceAdmin by running the iceAdmin PasswordChange utility. For details, see “Resetting the iceAdmin password after a CCMA server name change” on page 1172.
Running the ChangeSOAPSrv utility If you install SU04 or later, you need not perform this procedure. If you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
Note the path that appears in the pop-up message. If you closed the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
On the Contact Center Manager Administration server, open a command prompt and navigate C:\Program Files\Nortel Networks\WClient\Apps\Supportutil, where C: is the drive on which Contact Center Manager Administration is installed.
3
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;
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
Launch and work with the same Contact Center Manager Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name You must perform this procedure if you change the computer name of the server. 1
Click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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2
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In the tree, click the plus sign (+) beside
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.
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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9
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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
In the Password box, you must type the same password that you originally used for this account when you configured it in the procedure Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138.
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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 after a CCMA server name change 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 window 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
To export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
9
To export scheduled reports to a domain network PC, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
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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Step 32. Ensure computer name of CCMA server is correct on client PCs When you migrate to a new server, you must ensure that the computer name of the Contact Center Manager Administration server is correct on each client PC.
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Step 33. Accept the license agreement in Server Utility If you install or upgrade Contact Center Manager Server, you must accept the licence agreement on the Server Utility on the Contact Center Manager Server before you can log on to the Contact Center Manager Administration server. If you did not upgrade or perform a new installation of Contact Center Manager Server, you can skip the procedure and proceed toStep 34. “Refresh your servers” on page 1178.
Accepting the license agreement in Server Utility If you did not install Server Utility on the Contact Center Manager Server from the Contact Center Manager installation DVD, see the installation procedures in the Contact Center Manager Server Installation and Maintenance Guide. 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Server Utility > Server Utility. Result: The Nortel Contact Center Manager Server Utility Login window appears.
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2
In the User ID box, type the sysadmin user ID.
3
In the Password box, type the password.
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4
From the Server Name or IP Address box, select or enter the server name or IP address.
5
Click OK. Result: The End User License Agreement window appears.
6
Read the End User License Agreement.
7
Click Accept. Result: The Change Password window appears.
8
In the Old Password text box, type the old password.
9
In the New Password text box, type the new password.
10
Confirm the new password, and click OK. Result: The Server Utility starts.
11
Close all windows to complete the procedure.
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Step 34. Refresh your servers ATTENTION
You must complete this step. If you do not manually refresh all Contact Center Manager Servers after you upgrade to Contact Center Manager Administration 6.0, your Contact Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. The Contact Center Manager Administration Server is changed to connect to a standby Contact Center Manager Server.
If you change the password of sysadmin in the Server Utility, you must change the password in that server.
Refreshing all servers Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information. 1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://
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Press Enter. Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For information about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. If you installed a release earlier than SU04 and you did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you have SU04 or later and you configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and you configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
4
Enter your webadmin user ID and password in the text boxes.
5
Click Login. Result: The Contact Center Manager Administration main window appears
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6
Select Configuration.
7
On the menu bar, click Server > Refresh All Servers.
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Result: The system asks if you want to continue to refresh all servers.
8
Click Yes.
9
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that successfully refreshed appears in the Audit Trail.
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Step 35. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration. The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 36. Other postupgrade tasks This section describes other postupgrade tasks.
Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
What is next? Configure the client PC. For information, see Section D: “Configuring the client PC,” on page 1185.
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Section D: Configuring the client PC
In this section Step 37. Ensure that the client PCs meet all requirements
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Step 38. Download and install Windows update KB917607 (Optional)
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Step 39. Install .NET Framework v. 1.1 (optional)
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Step 40. Log on to Contact Center Manager Administration
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Step 41. Download controls to the client
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Step 37. Ensure that the client PCs meet all requirements Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display software, ensure that all client PCs meet the minimum requirements for this Release. For information, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 38. Download and install Windows update KB917607 (Optional) If you install Windows Vista on the client, users cannot view online help for Agent Desktop Displays. To view online help, you must download and install Windows update KB917607 on to each client. This update includes the WinHlp32.exe file, which is required to view WinHelp help files, such as Agent Desktop Display online Help. If you do not install Windows Vista, you can proceed to Step 39. “Install .NET Framework v. 1.1 (optional)” on page 1188.
Downloading and installing Windows update KB917607 You must install Windows Vista before you can install this update. 1
Go to www.microsoft.com.
2
Search for KB917607.
3
In the list of search results, browse to and click the download link.
4
Follow the download and install instructions.
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Step 39. Install .NET Framework v. 1.1 (optional) You must install the .NET Framework version 1.1 and .NET service pack 1 on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that are administered by Contact Center Manager Administration. For information about installing the Contact Center Multimedia server, see the Nortel Contact Center Multimedia Installation and Maintenance Guide. For information about adding the Contact Center Multimedia server to the list of servers administered by Contact Center Manager Administration using the Configuration component, see the Nortel Contact Center Manager Administrator’s Guide. If you do not use the Outbound Campaign Management Tool component, you can proceed to Step 40. “Log on to Contact Center Manager Administration” on page 1191.
Prerequisites for installing the .NET Framework Each client machine must meet the following requirements before you install the .NET Framework version 1.1 software, and .NET service pack 1:
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Windows 2000 (service pack 4), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
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Checking for the .NET Framework on a client machine If your client machines run 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 machines, click Start > Control Panel.
2
Double-click Add or Remove Programs.
3
Select Microsoft .NET Framework 1.1.
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 machine 1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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.
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8
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When the installation is complete, click OK.
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Step 40. Log on to Contact Center Manager Administration After you install and configure the required third-party software on the client PC (Internet Explorer version 6.0 with the latest supported Service Pack and SOAP 3.0), log on to Contact Center Manager Administration to test the installation. Note that SOAP is not required if you install SU04 or later. To perform the procedures in this chapter, you log on to the Contact Center Manager Administration Server. To log on to the Contact Center Manager Administration Server, you must accept the licence agreement on the Server Utility. If you upgrade your Contact Center Manager Server at the same time, you must upgrade the license agreement in Server Utility. For information, see Step 41. “Download controls to the client” on page 1197. You must also refresh your servers after an upgrade. For information, see Step 34. “Refresh your servers” on page 1178.
To log on to Contact Center Manager Administration When you log on to Contact Center Manager Administration after installation, you must log on as the default administrator, webadmin. For security reasons, Nortel highly recommends that you change the default password when you first log on to the application. Contact Center Manager Administration user passwords can only contain English characters and special characters.
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Logging on to the Contact Center Manager Administration server and changing the default password ATTENTION
When you change the webadmin password, if you lose or forget the new password or you cannot log on to Contact Center Manager Administration as the webadmin user. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, immediately after installing Contact Center Manager Administration, log on to the Contact Center Manager Administration server as the webadmin user, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password. For more information about adding Contact Center Manager Administration users, see the online Help.
1
Start Internet Explorer.
2
In the Address box, type the server name. For example, http://
3
Press Enter Result: If you did not configure the Contact Center Manager Administration server name as Trusted Site with the relevant ActiveX Download values selected, the Trusted Sites Warning Message window appears. For details about configuring the Contact Center Manager Administration server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
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If you installed a release earlier than SU04 and did not install the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about installing it, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284. If you installed SU04 or later and configured the Contact Center Manager Administration server name as a Trusted Site or if you installed a release earlier than SU04 and configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC, the Contact Center Manager Administration main logon window appears.
To view the details of the Contact Center Manager Administration build number and Service Update version, click About Contact Center Manager Administration. Click OK to close.
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4
Standard 10.15
Click Change Password. Result: The Change Password window appears.
5
In the User name box, type the default user name.
6
In the Old password box, type the default password.
7
In the New password box, type a new password. Contact Center Manager Administration user passwords can contain English characters and special characters only.
8
In the Confirm password box, type the new password. You can modify the default password only. You cannot change the default username, webadmin. ATTENTION
1194
If you lose or forget the new webadmin password, you cannot log on to Contact Center Manager Administration as the webadmin user. In this case, you must uninstall and reinstall Contact Center Manager Administration to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, you can now open Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the Contact Center Manager Administration server as tempadmin and change the webadmin password.
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Click Submit. Result: The default password is changed and the main logon window reappears.
10
In the User ID box, type the user name.
11
In the Password box, type the new password.
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12
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Click Login. Result: If you configured a logon warning message, this message appears; otherwise, the Contact Center Manager Administration main window appears.
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Step 41. Download controls to the client All Contact Center Manager Administration components, with the exception of the Audit Trail component, require you to download controls to your client PC to ensure proper functionality in each of the components. For a list of all controls required by Contact Center Manager Administration components, see “Controls that are downloaded to the client PC” on page 1198. The required controls used by Contact Center Manager Administration are in .cab files that are digitally signed. Nortel recommends that you configure Internet Explorer to enable or prompt for downloading signed ActiveX Controls (see “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269). When the browser is configured to enable for downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you are working. When the browser is configured to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. If a control is installed on the client PC, it is not downloaded a second time. The system automatically upgrades these controls if a newer version of the control is detected on the Contact Center Manager Administration server, up to the version specified by Contact Center Manager Administration. For information about viewing the controls that are already installed on your client PC, see “Viewing the list of installed controls” on page 1202.
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Controls that are downloaded to the client PC The following table lists all the controls that must be downloaded to the client PC if it is used to access all Contact Center Manager Administration components (except Audit Trail, which has no dependency on controls). Some controls are required for more than one component, but you only need to install them once.
Control
Crystal Reports Viewer
Client Install Location*
Control File
Windows\ ActiveXVie crviewer.dll Downloaded werMod.cab Program Files
Emergency Windows\ Help System32 Pop-up Menu
CAB file
EHCtrl.cab
iceemhlp control.dll
Windows\ iemenu.cab iemenu.cab Downloaded Program Files
Company Purpose
Version
Business Objects
Enables Crystal Reports viewer.
10.0.5.587
Nortel
Emergency 6.0.0.0 Help
Microsoft Internet Explorer Pop-up Menu
4.71.115.0
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel per Downloaded r.cab Control.ocx Program Files
Date 6.0.0.4 formatting
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel perCtrl Downloaded erCtrl.cab Control.ocx Program Files
Chart 1.0.0.0 functionalit y for RealTime Displays
Real-time Windows\ Display System32
1198
RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13 ll Microsoft displays
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Control
Client Install Location*
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Control File
Company Purpose
ActiveTree Windows\ ssTree.cab View Downloaded Program Files
SSTree.ocx
Infragistic Navigation 1.0.4.20 s tree functionalit y
DB Grid 8 Windows\ System32
—
Compone Data grid 8.0.20042.3 nt One functionalit 29 y
Scripting Editor
CAB file
todg8.ocx
Version
Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8 Downloaded ext.cab xt.ocx Microsoft functionalit Program y Files
Historical Windows\ HRCtrl.cab hrctrl.dll Reports Downloaded Control Program Files
Nortel
Historical 6.0.0.6 Reports
If you install a release earlier than SU04, the SOAP 3.0 client is also required on the client PC. For more information about installing the client version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
Controls and your local security policy (Windows 2000 only) If the client PC runs on Windows 2000, your local settings of the security policy Unsigned non-driver installation behavior on the PC, determine if warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or if the required controls can be downloaded at all. Verifying your local security policy settings (Windows 2000 only) The following procedure is applicable only to Windows 2000. If your client PC runs any other operating system, the security policy does not affect the downloading of controls, and you need not perform this procedure.
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Click Start > Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
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4
In the right pane, scroll to Devices: Unsigned non-driver installation behavior.
5
Under the Security Setting column, verify the current setting for this policy. The possible values are:
Silently succeed—All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, one or more warning windows appear, in addition to those resulting from the settings you chose when configuring Internet Explorer.
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6
Do not allow installation You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
To change the setting that appears, right-click this policy, and select Security from the menu. Result: The Local Security Policy Setting dialog box appears.
7
From the Local policy setting list, select the new policy setting (select either Silently Succeed or Warn but allow installation, based on your preference).
8
Click OK to save your changes.
9
Close the Local Security Policy Setting dialog box.
Automatically downloading controls Nortel recommends that you configure Internet Explorer to enable or prompt when downloading signed ActiveX Controls (see“Configuring Internet Explorer 6.0 or later on the client PC” on page 269). When the browser is configured to enable when downloading signed ActiveX Controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC the first time they are required by the Contact Center Manager Administration component in which you are working. When the browser is configured to prompt, a dialog box appears the first time the control is required by Contact Center Manager Administration. This dialog box displays the name of the control, the company of origin, and prompts you to accept the control before it is downloaded. When this dialog box is displayed, Installation and Maintenance Guide
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you must choose to accept the control before the system downloads the control to the client PC. You are only prompted to accept the control the first time that the control is required by the Contact Center Manager Administration component in which you are working. For a list of the controls required by each component, see “Controls that are downloaded to the client PC” on page 1198. Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Once a user with administrator privileges successfully downloads the required controls to the client PC, users who are not members of the Power Users group or users who do not have administrator privileges can use all Contact Center Manager Administration components on the client PC to which they have access.
Viewing the list of installed controls To verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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On the General tab, under the Temporary Internet files heading, click Settings. Result: The Settings window appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers.
Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. Deleting controls You can delete any of the controls from the list of installed controls on the client PC. However, note that if Internet Explorer was using the control, you may need to close the browser and reopen it before you can delete the control.
Permissions on the client PC and downloading controls If your contact center security policy does not allow all users to log on to the client PCs with administrator privileges, the automatic download process for the Contact Center Manager Administration controls does not function. To install the required controls on the client PCs, perform one of the following options:
A user with administrator privileges can log on to each client PC, connect to the Contact Center Manager Administration server, and can
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automatically download all required controls by opening all applicable components and windows that require these controls.
For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel has bundled the required controls into a single file called ActiveX Controls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the PC. For more information, see “Running the ActiveX Controls.msi file from an SMS server” on page 1204. If you do not have an SMS server, a user with administrator privileges can launch the ActiveX Controls.msi file on each client PC individually to install all the required controls at once (without having to log on to Contact Center Manager Administration). For more information, see “Running the ActiveX Controls.msi file on each client PC” on page 1205.
Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Contact Center Manager Administration. (If you install a release earlier than SU04, a user with administrator privileges must first install client SOAP on the client PCs.) For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. Running the ActiveX Controls.msi file from an SMS server Because installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company guidelines to install the ActiveX Controls.msi file on the SMS clients in your network. In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows group policy. For details, see the documentation on the Microsoft Web site at www.microsoft.com. If you install Windows Vista on the client PCs, to push out the ActiveX Controls.msi file to client PCs using an SMS server or Group Policy, you need elevated administrator privileges.
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Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the SMS server with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
4
From the Contact Center Manager installation DVD, copy ActiveX Controls.msi to the desired directory on the SMS server.
5
Double-click ActiveX Controls.msi to run the installation and install the files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC Complete this procedure to install all required controls on each client PC individually. This procedure is useful if your company security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ActiveX Controls.msi file on each PC. Controls downloaded using the ActiveX Controls.msi file do not appear in the Internet Explorer Downloaded Program Files window. 1
To configure the browser to enable initialize and script ActiveX Controls not marked as safe, complete the procedures in Step 3. “Configure Internet Explorer” on page 267.
2
Log on to the client PC with administrator privileges.
3
Insert the Contact Center Manager installation DVD into the PC, and navigate to x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of your DVD drive and <patchID> is the ID of the selected patch installed on the Contact Center Manager Administration server.
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In the this directory, double-click ActiveX Controls.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the welcome window.
5
Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the files and the completed window appears.
7
Click Finish.
8
Perform this procedure on each client PC used to access the server and run Contact Center Manager Administration.
Downloading more recent versions of controls If required by Contact Center Manager Administration, Internet Explorer automatically downloads a more recent version of the control than the version that you originally installed. You can download more recent versions of the controls without adversely affecting Contact Center Manager Administration functionality. For information about viewing the version number of the controls installed on the client PC, see “Viewing the list of installed controls” on page 1202.
What is next? Upgrade Agent Desktop Display. For details, see Section E: “Upgrading agent workstations,” on page 1209.
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Section E: Upgrading agent workstations
In this section Step 42. Upgrade Agent Desktop Display on agent workstations
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Step 43. Configure active and standby servers for ADD (optional)
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Step 42. Upgrade Agent Desktop Display on agent workstations This section describes how to automatically upgrade Agent Desktop Display 4.5 client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent Desktop Display Agent Desktop Display Release 4.0 is incompatible with Contact Center Manager Administration. Therefore, you must first upgrade all client PCs to Agent Desktop Display 4.5. If you install a release earlier than SU04, you must also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is not required. You must complete the upgrade process manually on each client PC. For information about this procedure, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/SU05.
Automatically upgrading the Agent Desktop Display 4.5 client software Perform this procedure if you upgrade the Agent Desktop Display Release 4.5 software to Release 6.0. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you must log on to the PC with Administrator privileges to upgrade Agent Desktop Display. This also applies if you upgrade the client portion of Agent Desktop Display on the Contact Center Manager Administration server. Ensure that the proxy settings are turned off before completing this procedure. Ensuring that the proxy settings are turned off 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings window appears.
3
Clear the checkbox next to Use a proxy server for your LAN.
4
Click OK.
5
Close all windows.
Automatically upgrading the Agent Desktop Display 4.5 client software 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
On the client PC, open Agent Desktop Display and connect to an Contact Center Manager Administration server running Contact Center Manager Administration.
3
Launch a tabular display. Result: A message box appears, asking if you want to upgrade to a newer version of Agent Desktop Display.
4
Click Yes. Result: The Choose Setup Language window appears.
5
From the list, choose the language in which to upgrade Agent Desktop Display. You can choose from English, French, German, Japanese, and Traditional Chinese. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. If the co-resident server contains only Contact Center Manager Server and Contact Center Manager Administration, it supports English, Japanese, and Traditional Chinese only.
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For more information about Agent Desktop Display and multiple language support, see “To configure multiple language support in Agent Desktop Display” on page 327. 6
Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Agent Desktop Display window.
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Click Next. Result: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Otherwise, the system copies the necessary files, and then installation begins. When the upgrade is complete, the InstallShield Wizard Completed window appears.
When you upgrade from a previous version of Agent Desktop Display, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. 8
Click Finish. Result: The system may prompt you to restart your system.
9
If required by your network security policy, turn your proxy settings back on after you upgrade Agent Desktop Display.
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Step 43. Configure active and standby servers for ADD (optional) If you have standby servers installed in your network, Agent Desktop Display 6.0 includes a new feature that you can use to configure the IP address or hostname of active and standby servers for Contact Center Manager Administration and Contact Center Manager Server. With this feature, agents can switch between active and standby servers as required by their network administrator. This simplifies the recovery procedures in the event of a failure on the active server requiring a cutover to a standby server. This procedure is optional.
Configuring active and standby servers for Agent Desktop Display 1
Log on to the client PC (or the Contact Center Manager Administration server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
Click Start > Programs > Agent Desktop Displays > Server IP Addresses Configuration. Result: The Server Configuration dialog box appears.
3
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In the Contact Center Manager Administration: Active text box, type the IP address or hostname of the active Contact Center Manager Administration server. This field is required.
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4
In the Contact Center Manager Server: Active text box, type the IP address or hostname of the active Contact Center Manager Server. This field is required.
5
If you install a standby Contact Center Manager Administration server, in the Contact Center Manager Administration: Standby text box, type the IP address or hostname of the standby Contact Center Manager Administration server. This field is optional.
6
If you install a standby Contact Center Manager Server, in the Contact Center Manager Server: Standby text box, type the IP address or hostname of the standby Contact Center Manager Server. This field is optional. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. When you type the IP address of Contact Center Manager Server, if you install Agent Desktop Display on a Terminal Services/Citrix server, all agents who use Agent Desktop Display from this particular server must be configured on the same server in Contact Center Manager Server.
7
Click Save.
8
Close all windows to complete the procedure.
What is next If you use Symposium Call Center Server 5.0 administered by at least one Classic Client and you are plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. For more information, see Section F: “Migrate Classic Client,” on page 1217.
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Section F: Migrate Classic Client
In this section Overview
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Migrating Filters
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Migrating historical reports
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Migrating real-time displays
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Migrating graphical real-time displays (GRTD)
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Migrating agent-skillset and agent-supervisor scheduled assignments
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Migrating user types
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Migrating NCC routing table scheduled assignments
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Removing associated supervisors
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Overview This section describes how to migrate the following Classic Client data to Contact Center Manager Administration:
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic Client. The procedures in this chapter are required only if you use Symposium Call Center Server 5.0 administered by at least one Classic Client and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center Manager Server 6.0. Because Contact Center Manager Server 6.0 does not support Classic Client, if you use Classic Client to administer your Symposium Call Center Server, you must migrate your Classic Client data to Contact Center Manager Administration 6.0. If you are a new user to Contact Center Manager Administration 6.0 and Contact Center Manager Server and have no Classic Clients in your network, you need not perform the procedures in this chapter.
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Migration Checklist Classic Client Migration checklist
✓
Read the documentation for performing a migration.
❏
Gather the materials required for the migration.
❏
Migrate data from Classic Client to Contact Center Manager Administration.
❏
Filters Migrate filters
Historical reports Locate scheduled reports
❏
Migrate or reimport reports
❏
Reschedule reports
❏
Delete reports from Classic Client
❏
Real-time displays Migrate real-time displays
❏
Graphical real-time displays Migrate graphical real-time displays
❏
❏
Agent-skillset and agent-supervisor scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
User types
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Migrate user types as required: desktop, desktop supervisor, desktop supervisor agent, supervisor, agent, supervisor agent
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❏
Network Control Center (NCC) routing table scheduled assignments Migrate scheduled assignments
❏
Delete assignments from Classic Client
❏
Remove associated supervisors from Classic Client
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Migrating Filters With the filters feature, you can select the sites and resources to be included in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Contact Center Manager Server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you define and save. You can use filters migrated from the Classic Client in Contact Center Manager Administration. While each of the Classic Client filters contains only one type of data – either skillsets, applications, route numbers, route names, Dialed Number Identification Service (DNIS) numbers, or DNIS names – you can add different types of data to these filters after you import them into Contact Center Manager Administration by using the filters tabs in Historical Reporting. With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters. Use the tool to:
retrieve the existing filter information from the Network Control Center master database (MDB). reformat and save filters in the Active Directory.
Migrating filters 1
Access the Filter Set Upgrade Tool at \\Nortel Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe. Only the administrator or the webadmin user can use this tool.
2
Input the path of the Network Control Center filter (database file) or click the browse button to search for the file.
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Select the appropriate file. Result: The Path of NCC Database field is populated.
4
Click Save Data. Result: The filter is now reformatted and saved to the Active Directory.
5
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Click Close.
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Migrating historical reports Historical reports are stored differently in Contact Center Manager Administration and Classic Client. Classic Client Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running Classic Client or on a network PC designated by supervisor stores and controls all schedules on the Symposium Call Center Server. These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration Contact Center Manager Administration:
stores all custom reports on the Contact Center Manager Administration server stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic Client to Contact Center Manager Administration. User-created reports User-created reports are customer report templates created with Crystal Reports and imported into Classic Client. User-created reports and their schedules can be migrated from the Classic Client if they were created using Crystal Reports software (version 9.0 or earlier). You can migrate the following types of usercreated reports: Historical, Configuration, and Parameterized reports. User-defined reports User-defined reports are user reports saved from the standard Classic Client reports, such as the Agent Performance report. Contact Center Manager Administration also provides the same set of standard reports. Migrating userdefined reports involves re-creating the report manually using the same standard template that exists on Contact Center Manager Administration, specifying the same criteria, and saving it. Installation and Maintenance Guide
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You cannot migrate user-created reports if they were created with any other ODBC or Structured Query Language (SQL) compliant writer. These reports must be recreated in Contact Center Manager Administration. If the user-created reports were created with an earlier version of Crystal Reports 9.0, test the reports for compatibility with Contact Center Manager Administration before deleting them in Classic Client. In Contact Center Manager Administration, historical reports can be shared using report groups. Consider using this feature as it can reduce the number of reports required to be imported. If your reports are scheduled reports, you must schedule each report in Contact Center Manager Administration and remove the schedule from the Symposium Server through the Classic Client. If the schedule is not removed from the Symposium Call Center Server, the report runs twice if the Classic Client is installed and the report listener is running. Migrating user-created reports To migrate user-created reports, you must complete the following tasks:
1224
1.
Create a shared directory on the client PC or on a network PC to store user-created templates for the users.
2.
On each Classic Client, find the user-created reports and note the path of the directory where each file is stored. For details about finding user-created reports, see “Finding user-created reports in Classic Client” on page 1225.
3.
Copy each .rpt file to the shared directory that you created.
4.
Log on to Contact Center Manager Administration and import each usercreated report. For details about importing reports, see “Importing usercreated reports into Contact Center Manager Administration” on page 1226.
5.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For details, see “Scheduling reports” on page 1231.
6.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Contact Center Manager Administration
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Administration. For details, see “Deleting a report schedule from Classic Client” on page 1236. 7.
Delete the user-created report from the Symposium Call Center Server. For details, see “Deleting user-defined or user-created reports from Classic Client” on page 1237.
Migrating user-defined reports To migrate user-defined reports, you must complete the following tasks: 1.
On each Classic Client, find the user-defined reports and note the selection criteria for each report. For details about finding user-defined reports, see “Finding user-defined reports in Classic Client” on page 1230.
2.
Log on to Contact Center Manager Administration, find the corresponding standard report (for example, the Agent Performance report) and enter the same selection criteria for each report and save the report. For information, see “Defining user-defined reports in Contact Center Manager Administration” on page 1230.
3.
If the report is a scheduled report, schedule the report in Contact Center Manager Administration. For information, see “Scheduling reports” on page 1231.
4.
If the report is a scheduled report, delete the scheduled report from Classic Client after you schedule the report in Contact Center Manager Administration. For information, see “Deleting a report schedule from Classic Client” on page 1236.
5.
Delete the user-defined report from the Symposium Call Center Server. For information, “Deleting user-defined or user-created reports from Classic Client” on page 1237.
Finding user-created reports in Classic Client On each supervisor machine, perform the following steps: 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, check for any reports that are user-created by looking at the Types column.
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Right-click on each user-created report and note the path to the location where the file is stored.
Importing user-created reports into Contact Center Manager Administration 1
From the Contact Center Manager Administration Launchpad, click on Historical Reporting. Result: The Historical Reporting window appears.
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Select the Contact Center Manager Server from which you want to run the report (for example, the Ottawa server). Result: The server expands to reveal a choice between public, private, and any group folders created.
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On the menu, click Report > Import. Result: The Template Importing Wizard appears.
4
Click Next.
5
(Optional) Select the Synchronize report template from the network drive check box. If this box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user-created reports from the source network drive every time you modify the report using Crystal Reports on the network drive. This means if you modify your source report template on the network drive/PC, you do not need to import the report to the Contact Center Manager Administration server.
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To use this option, ensure the network PC is preconfigured to use it. For information, see the Contact Center Manager Administration Installation and Maintenance Guide or contact your administrator.
6
Enter the network path of the report template as follows: \\NetworkPC name\shared folder name\report templatename.rpt Result: The CCMA application saves the network path of the template (TemplatePath) and last modified date (LastModified) of the report template file. Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if report template is modified on the network drive after import).
7
Enter the template name.
8
From the Report is based on the following data list, select one of the following: Historical, Configuration, or Parameters. To import a historical report, enter the database alias. This is the database view name for the SQL query. Call-by-call reports take much longer to generate than do reports that collect other types of data.
9
Enter the timestamp field (if the timestamp field is not in the correct format, the report does not run).
10
Select the Report Data Range option. The choices are Interval, Daily, Weekly, and Monthly.
11
Click Next.
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Click Finish. Result: The report is added to the list in the Reports window. If you select the Configuration option, you need not specify an alias. To determine the alias of a database, open the report in Crystal Reports and choose Database > Set Alias. The Timestamp field is not required for a configuration report.
For more information about importing reports, see to the Contact Center Manager Administration online Help. Finding user-defined reports in Classic Client 1
Log on to the Classic Client as the supervisor.
2
Expand the Reports & Displays tab.
3
Open the Reports application.
4
Under the Types folder, look for any reports that are user defined.
5
Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration using the user logon name provided by your administrator.
2
Open the Historical Reporting component.
3
Click on the required Contact Center Manager Server.
4
Open up the equivalent standard report, and enter the same selection criteria.
5
Save the report as a private report or to a shared report group and schedule it.
Locating scheduled reports in Classic Client Because reports can be stored on individual PCs or on the network, it is important to locate the reports and make note of each report location or network path prior to migrating it. To see all of the current scheduled reports prior to migration, use Scheduler in Classic Client. This tool shows all currently scheduled reports. 1230
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1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed. Make note of the reports and their schedules for migration.
Scheduling reports For more information about scheduling reports, see the Contact Center Manager Supervisor’s Guide.
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Defining the report schedule 1
From the Time zone list, select the time zone in which you want to run or schedule your report. ATTENTION
2
The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see the Supervisor’s Reference Guide for Symposium Web Client 4.5. This document is posted on the Web site www.nortel.com.
In the Schedule area, clear the Not Scheduled check box. Result: The schedule boxes appear.
3
Select the check boxes that correspond to the type of data range you want. You can select or enter information in the following boxes. Schedule boxes available for Interval data range During the period from X to Y: Select to schedule an interval report to be generated at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, select this option to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the times in the boxes. On X at Y weekly: Select to generate an interval report on a particular day, at a particular time every week. For example, click this button to generate a report every Monday morning at 9:00 a.m. At X every day/specific days of the week/specific dates: Select to generate an interval report at a specific time every day, or on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month. Schedule boxes available for Daily data range
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At X today/every day/days of the week/specific dates: Specify the time at which you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday. Schedule boxes available for Weekly data range At X this week/every week: Specify the time and day at which you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday. At X on specific dates: Specify the time and dates on which you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month. Schedule boxes available for Monthly data range On the X in Y at Z: Select to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday every month at 12:00 p.m. On day X at Y: Select to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. On specific dates at X: Select to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m. 4
Continue with the procedure “Defining output options,” on page 1233.
Defining output options After you set up the report schedule, define the way the system generates it. You can specify whether you want to print the scheduled report when it is generated or save it as a file, or both. If you print the report, you can select the paper size. You can also specify one or more e-mail addresses to which the system can send notification that the report generated successfully, or that there were problems preventing the report from being generated. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure, enabling you to repair the problem and generate the report again.
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To print the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the output file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the computer must be within the same domain as the Contact Center Manager Administration server. To send a scheduled report to a printer, ensure that your administrator configures a default printer on the Contact Center Manager Administration server. If the administrator does not define a default printer, you can only send reports to a file. 1
Select the print check box or the output to file check box, or both.
2
To print the report:
3
from the Printer list, select the printer to which you want to print the scheduled report.
From the Paper Size list, select the appropriate paper size for the printed report.
To send the report to a file, in the Output box, type the path to the shared output folder. The path must have the format \\[computer name]\[shared folder name]\[file name], without the file extension. Example: To send the Agent Performance report, agent, to the shared folder, reports, on the Contact Center Manager Administration server, appsvr, in the Output box, type \\appsvr\reports\agent.
4
To save the report with a different name each time it is generated, select the Save file under different name each time check box. If you leave this check box clear, the system overwrites previously generated reports with the updated versions every time a report is generated.
5
From the Format list, select the export file format to use.
6
Select the Send notification e-mail to check box to receive notification from the system when the report was generated.
7
Enter one or more e-mail addresses in the box. You can type a maximum of 255 characters in the box with each e-mail address separated by a semicolon (;).
8
Click Submit. Result: The report is saved.
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Click Activate. Result: The report schedule is activated.
Activating a report You can activate a report schedule in two ways:
1
Click Activate in the Report Properties window after you schedule a new report and click Submit, or after you modify an existing report schedule and click Submit. Click Activate in the Scheduled Events window. For step-by-step instructions, see the following procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to activate.
3
Click Activate. Result: The report schedule is activated.
Deactivating a report You can deactivate a report schedule in two ways:
1
Click Deactivate in the Report Properties window when you view the properties of a scheduled report. Click Deactivate in the Scheduled Events window. For step-by-step instructions, see the following the procedure. On the system tree, click Scheduled Events. Result: The Scheduled Events window appears, listing all the scheduled reports on all servers in your network.
2
Select the report that you want to deactivate.
3
Click Deactivate. Result: The report schedule is deactivated.
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Deleting a report schedule from Classic Client 1
Log on to the server using Classic Client.
2
Select System Administration.
3
Select System Configuration.
4
Double-click Scheduler. Result: All of the reports currently scheduled are displayed.
5
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From within Scheduler, right-click the schedule.
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Select Delete. Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client You must delete scheduled assignments and running of reports from the Symposium Call Center Server through the Classic Client or the Server Utility before removing Classic Client to avoid schedule conflicts. From the system tree, select the report and choose Report > Delete. If the report schedule is active, you must deactivate it before you can delete the report.
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Migrating real-time displays This section describes how to migrate real-time displays from Classic Client to Contact Center Manager Administration. Classic Client—Stores custom real-time display formats on the PCs running Classic Client. Contact Center Manager Administration—Stores custom real-time display formats on the Contact Center Manager Administration server and requires that you recreate custom real-time displays in Contact Center Manager Administration. Contact Center Manager Administration supports public real-time displays. If many users use the same real-time display, it needs to be recreated once only as a public display format. Migrating real-time displays
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1
Log on to the server using the Classic Client.
2
Expand Reports & Displays.
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Double-click Real-Time Displays. Result: The Real-Time Displays window appears.
4
Under Display Type, note the type of each display.
5
Right-click on each display and select Properties. Result: The Real-Time Display Properties dialog box appears.
6
Under the General tab, note the Refresh Rate and the View Mode.
7
Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time display
formulas listed for each column in the Formula field
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configuration settings listed under Selected Column
8
Log on to Contact Center Manager Administration.
9
Select Real-Time Reporting on the Launchpad.
10
Select the required server in the server tree.
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Create new displays of the same type that you noted from Classic Client.
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12
On the Properties page for each display, configure the properties for the new display using the information from Classic Client.
13
On the Columns page for each display, configure the columns for the new display using the information from Classic Client.
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The mechanism to create displays in Classic Client differs from that in Contact Center Manager Administration. This can mean that you cannot recreate the displays in Contact Center Manager Administration exactly as they are configured in Classic Client.
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Migrating graphical real-time displays (GRTD) To migrate graphical real-time displays from Classic Client to Contact Center Manager Administration 6.0, note the configuration parameters for each graphical real-time display in Classic Client and then manually recreate the displays in Contact Center Manager Administration. Time charts are not available in Contact Center Manager Administration. You can create connections after the supervisor creates all their constituent displays.
Migrating application and skillset billboards Perform the following steps on each supervisor machine that has Graphical Real-Time displays installed. 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click the billboard that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties window appears.
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Click the Data Display tab. Result: The Data Display tab appears.
4
Note the Data Display parameters of this billboard.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this billboard, in particular, note the threshold parameters in this tab.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards, see the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For further information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset billboards that you want to migrate to Contact Center Manager Administration.
Migrating application and skillset charts 1
On the Classic Client, log on to Graphical Real-time Displays as the supervisor.
2
Right-click on the chart that you want to recreate in Contact Center Manager Administration and click Properties. Result: The Data Window Properties dialog box appears.
3
Click the Data Display tab. Result: The Data Display page appears.
4
Note the Data Display parameters of this chart, in particular, note the chart type.
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Click the Data Action tab. Result: The Data Action page appears.
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6
Note the Data Action parameters of this chart, in particular, note the threshold parameters on this page.
7
Close all windows on the Classic Client.
8
Log on to Contact Center Manager Administration using the supervisor user ID and password.
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From the Launchpad, select Real-Time Reporting. Result: The Real-Time Reporting window appears.
10
From the menu, select Displays > Add Graphical Display. Result: The New Graphical Display window appears.
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11
In the Name box, type the name of the new graphical display. This is the name that appears in the system tree.
12
From the server list, select the server on which you want to create the graphical display. You cannot create agent maps or IVR graphical displays on the Network Control Center (NCC) server.
13
14
In the Element Type area, select the element type that corresponds to the type of graphical display that you want to create. Element Type
Presentation
Agent
Agent Map
Application
Billboard, Chart
IVR
Billboard, Chart
Agent Position Count
Billboard, Chart
All
Private Collection
All
Private Billboard Collection
All
Public Collection
All
Public Billboard Collection
In the Presentation area, select the type of graphical display that you want to create. The type of chart or billboard you can create varies according to the selection that you made in the Element type area. For a description of the different types of charts and billboards, see the Contact Center Manager Administration online Help.
15
Click Edit Properties to configure the graphical display. Result: The corresponding properties window appears.
16
Configure the display settings to match the display settings of the graphical real-time display in Classic Client. For more information about configuring display settings, see the Contact Center Manager Administration online Help.
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Repeat this procedure for each of the application and skillset charts that you want to migrate to Contact Center Manager Administration.
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Migrating agent-skillset and agent-supervisor scheduled assignments Set up the schedules of agent-to-skillset and agent-to-supervisor assignments after migrating them from Classic Client to Contact Center Manager Administration. Classic Client:
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.
Contact Center Manager Administration:
Stores assignments in the Contact Center Manager Server (Symposium Call Center Server) database. Stores and controls schedules on Contact Center Manager Administration Contact Center Manager Administration server. Contact Center Manager Administration uses the Window Task Scheduler, which is part of the Contact Center Manager Administration server's operating system, to schedule assignments.
Open and schedule each assignment through the Contact Center Manager Administration component in Contact Center Manager Administration. After scheduling the assignment in Contact Center Manager Administration, delete the schedule from Classic Client. If you do not delete the schedule from Classic Client, the assignment runs twice. ATTENTION
Ensure that all the schedules are removed prior to upgrading to Contact Center Manager Administration.
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1
Log on to the server using the Classic Client.
2
Select Assignments. Contact Center Manager Administration
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Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
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Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
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5
Note the schedule information.
6
Log on to Contact Center Manager Administration.
7
Select Contact Center Management on the Launchpad.
8
From the View menu, select Assignments. Contact Center Manager Administration
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9
Select the server in the server tree.
10
Click on the Agent Skillset Assignments folder or Agent Supervisor Assignments folder.
11
Select an assignment.
Result: The schedule information is displayed in the Save/Schedule Assignments section.
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12
Enter the schedule data in the Save/Schedule Assignments section.
13
Click the Schedule button. Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled assignments 1
Log on to the server using the Classic Client.
2
Select Assignments.
3
Double-click Agent to Skillset Assignments or Agent to Supervisor Assignments.
4
Right-click each assignment and select Edit Schedule. Result: The schedule information is displayed.
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5
Update the schedule to Not Scheduled.
6
Click Save.
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Migrating user types With Classic Client, you could create six types of users of which only the first three could access the Classic Client. Desktop user—Used to log on to Wallboard or third-party applications, can also be used to administer the Classic Client functionality depending on privileges. Desktop Supervisor user—A supervisor in the contact center, supervising agents. Also has access to the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Desktop Supervisor Agent user—A supervisor in the contact center, supervising agents and is also an agent. Also has access to log into the Classic Client, and depending on privileges, can perform certain actions within the Classic Client. Supervisor user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Agent user—Assigned to a skillset used to take calls within the contact center. Supervisor Agent user—A supervisor in the contact center, supervising agents. Without Desktop is not able to access the Classic Client. Assigned to a skillset used to take calls within the contact center. The Classic Client is now replaced by the Server Utility. If you log on through the Server Utility, you see all six types of users. When migrating from Classic Client to Contact Center Manager Administration, you must perform the following tasks for each user type. Migrating Desktop users No action is required. The Desktop user type is available in Server Utility. Sysadmin can log on to the Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users This user type is no longer required in the Server Utility. Installation and Maintenance Guide
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1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users This user type is no longer required in the Server Utility. 1
If the user type has Desktop capabilities, these are cleared.
2
You must associate a Contact Center Manager Administration user ID and password with this user in Contact Center Manager Administration.
Migrating Supervisor users No action is required.
Migrating Agent users No action is required.
Migrating Supervisor Agent users No action is required.
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Migrating NCC routing table scheduled assignments This section describes how to:
migrate scheduled assignments from Classic Client to Contact Center Manager Administration delete schedule assignments from Classic Client
Migrating scheduled assignments 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments. Result: The Table Routing Assignment list is displayed.
4
Right-click an assignment.
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Select Edit Schedule. Result: The schedule information for the assignment appears.
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6
If the Routing Table Assignment is scheduled, note the schedule information.
7
Log on to Contact Center Manager Administration.
8
Select Configuration Component on the Launchpad.
9
Select Network Control Center Server in the server tree.
10
Expand the Sites node by clicking the plus sign (+).
11
Select Assignments.
12
Expand Assignments by clicking the plus sign (+).
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Select each assignment. Result: Assignment information appears in the right-hand pane.
14
Enter the schedule information under Save/Schedule Routing Table Assignments using the information noted in Step 6.
15
Click Schedule. Result: Assignment is rescheduled.
16
Repeat for each Assignment.
Deleting assignments from Classic Client 1
Log on to the Network Control Center using Classic Client.
2
Select Network Administration.
3
Double-click Table Routing Assignments.
4
Right-click each assignment.
5
Select Edit Schedule. Result: The schedule information for each assignment appears.
6
Update the schedule to Not Scheduled.
7
Click Save.
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Removing associated supervisors In Contact Center Manager Administration 6.0, the partitions feature replaces the Classic Client concept of associated supervisors. If you migrate from Classic Client to Contact Center Manager Administration, the associated supervisors may block a deletion of a supervisor. For this reason, Nortel recommends that you remove associated supervisors from Classic Client when migrating to Contact Center Manager Administration. If you do not perform this step, Contact Center Manager Administration removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client 1
Log on to the server using Classic Client.
2
Select User Administration.
3
Double-click Users. Result: A list of all users is displayed.
4
Right-click on the name of a user whose associated supervisors you want to remove.
5
Select Properties from the resulting menu. Result: The User Properties window appears.
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6
Select the Supervisor tab.
7
In the Associated Supervisors window, select all the listed supervisors.
8
Click Remove.
9
Click Save.
10
Close all windows to complete the procedure.
Contact Center Manager Administration
Chapter 11
Migrating CCMA 6.0 to a new server In this chapter Overview
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Section A: Before you begin the migration
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Section B: Prepare the source server for the migration
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Section C: Prepare the target server for the migration
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Section D: Restoring CCMA data to target server
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Section E: Postmigration tasks
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Overview To migrate your Contact Center Manager Administration 6.0 to a new server, you must perform the following tasks: 1.
Back up Contact Center Manager Administration data on the existing server (the source server)
2.
Install Contact Center Manager Administration on the new server (target server)
3.
Restore your Contact Center Manager Administration data from your source server backup file to the target server
ATTENTION
To migrate Contact Center Manager Administration to a new server, you must install the same version of Contact Center Manager Administration and the same Service Update as is installed on the source server.
Reasons for migrating your Contact Center Manager Administration data to a new server There are a few reasons why you may want to migrate your Contact Center Manager Administration to a new server:
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you purchase a new server your existing server fails and you need to restore to a new server. For further details about resiliency strategies for Contact Center Manager Administration, see Chapter 14, “Resiliency (backup, restore, and disaster recovery).”
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Section A: Before you begin the migration
In this section Step 1. Ensure target server meets all CCMA 6.0 requirements
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Step 2. Read relevant documentation for performing a new installation
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Step 1. Ensure target server meets all CCMA 6.0 requirements Before you migrate Contact Center Manager Administration Release 6.0 to a new server, ensure that the target application server meets all the minimum hardware and software requirements for Contact Center Manager Administration. For information about hardware and software requirements, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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Step 2. Read relevant documentation for performing a new installation Before you begin the a migration to a new server, Nortel recommends you complete the Required Installation Information checklist. This checklist is found in the Contact Center 6.0 Installer’s Roadmap and contains important information that you need when performing the installation. Before performing a migration to a new server, read installation addenda or updated customer documentation on the Nortel Web site at www.nortel.com, or the Partner Information Center Web site at www.nortel.com/pic.
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Section B: Prepare the source server for the migration
In this section Step 3. Perform a full backup of the source server
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Step 4. Back up the Nortel data files on the source server
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Step 5. Back up Real-Time Reporting and Emergency Help
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Step 3. Perform a full backup of the source server Before you perform the migration procedure or perform any significant upgrade of the application server, Nortel recommends that you make a complete backup of the Contact Center Manager Administration server, including the system state, using a proven third-party backup tool of your choice, or the Microsoft Windows Backup tool. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. Nortel recommends that you perform full backups during periods of low activity.
Performing a full backup of the source server If you encounter a problem with the migration procedure, or if you encounter a product problem, you can use the full backup you created to return the source server to its original state. For information about creating full backups of the application server, see Microsoft documentation or the documentation of the third-party backup tool of your choice.
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Step 4. Back up the Nortel data files on the source server After you perform a full backup of the source server (see Step 3. “Perform a full backup of the source server” on page 1272), create a backup of the individual Contact Center Manager Administration data files, including Active Directory Application Mode (ADAM, on the source server. Nortel recommends that you back up the individual Contact Center Manager Administration files in addition to performing a full backup of the source server as this creates a more manageable backup file containing only the data files that need to be restored to the target server. The data files that you must back up before performing the full platform migration procedure include the following:
Microsoft Active Directory Application Mode (ADAM)
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files must be restored on to the target server to complete the migration between servers. To back up these files, you can select one of the following options:
Option 1: Nortel Backup and Restore utility—Use the Nortel Backup and Restore utility. This utility provides an easy to use interface that you can use to schedule backups or perform a one-time backup of Nortel data files. For information, see “Option 1: Backing up data using the Nortel Backup and Restore utility” on page 1274. Option 2: Windows Backup Tool—Use the Windows Backup Tool to back up the Symposium Web Client data files. For information, see “Option 2: Backing up data files using the Microsoft Windows Backup Tool” on page 1281.
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Option 3: Third-party backup tool—There are several other third-party tools that can perform similar functions. Nortel has tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. For known issues and recommendations when backing up using Veritas Backup Exec 9.1, see “Option 3: Known issues when backing up data using Veritas Backup Exec 9.1” on page 1284.
Choose the backup method that is most appropriate for your organization. For information about each of the backup options, see “How to back up Contact Center Manager Administration data files” on page 1654. CAUTION Risk of loss of data .
Do not back up Microsoft ADAM files by manually copying files. If you back up ADAM files by manually copying files, ADAM does not function when restored on the target server.
Option 1: Backing up data using the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click Backup & Restore. Result: The Nortel Backup and Restore utility appears.
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Select the Backup tab. Result: The Backup window opens.
5
To save the backup file to a file location: a. Select the File option. b. Review the default location of the backup file, Restore.bkf. This is the file that the utility creates when you back up the Contact Center Manager Administration files. The file contains a snapshot of all Contact Center Manager Administration files that you back up. OR To change the default name or location of this file, click Browse and navigate to the location in which you want to store the file, and type a new file name, if desired. If the Contact Center Manager Administration server is in a domain, you can back up files to another server in that domain. To select a file location on another server in the domain, you must map a drive to that server and must have read/write privileges on that server. c. From the Archive Backup Files every list, select the number of backup files that you want to keep in the backup location. You can keep from 2 to 10 backups, or all backups. This provides you with the flexibility to retain only the most recent backups to save space in your backup location. For example, If you select 3 backups from the Archive
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Backup Files every list, the system retains only your most recent three backups in the backup location. OR To save the backup file to a tape drive: a. Select Tape. b. To determine the Media Pool name of the tape drive, click Start > Settings > Control Panel > Administrative Tools > Computer Management > Storage > Removable Storage > Media Pool > Backup. The Media Pool name is listed in Backup folder. c. In the Media Pool text box, type the Media Pool name of the tape drive. The Media Pool name must match the Media Pool name in the Backup folder. ATTENTION 6
Any tape in the media drive is overwritten.
Click Next. Result: The Schedule page appears.
7
Select one of the following backup schedule options:
Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)
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One Time Only (to schedule a one-time-only backup at a time in the future)
Run Now (to back up files immediately after you enter a valid username and password)
Result: Based on your selection, scheduling options appear below the schedule area.
8
Define the backup schedule, and then click Next. You can schedule a task only on the last day of the month that contains the least number of days. For example, if you want the backup to run every month, you can schedule it to occur on day 28 only. However, if you clear February, the last day of a monthly schedule is 30. If you clear April, June, September, and November, the last day of a monthly schedule is 31.
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Result: The User Account with Administrative Privileges page appears.
9
In the Username box, type a valid administrator username.
10
In the Password box, type a valid administrator password. You must enter a username and password that are configured with administrative privileges on the server to which you back up. If you enter an invalid username and password, a window appears prompting you to reenter a valid username and password. If this occurs, click OK and reenter a valid username and password.
11
If you select a backup location on another server in a domain, from the Domain list, select the domain. The default option is this computer (for example, the Contact Center Manager Administration server that you are logged on to).
12
Click Finish. Result: The system backs up the required files at the time you specified and stores the backup in the Restore.bkf file in the default location (or in the custom file name and location that you have chosen). For details about restoring the information in this file, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility,” on page 1491.
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Viewing and managing scheduled tasks in the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
In the window, click Backup & Restore. Result: The Nortel Backup And Restore utility appears.
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Select the View Scheduled Tasks tab. Result: A list of your scheduled tasks appears including the status and the next scheduled run time of each task.
5
Highlight a task.
6
To view the details of a task, click View Details. Result: A detailed log file of your task appears. OR To delete a task, click Delete Task. Result: A window appears asking you to confirm deletion of the task. Click Yes, and the task is deleted.
7
Click Close.
Option 2: Backing up data files using the Microsoft Windows Backup Tool Detailed steps and information about the Microsoft Windows Backup Tool is on the Microsoft Web site at www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
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Select the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup page appears with a tree structure in the left pane listing all directories and folders.
4
5
In the left pane, select check boxes for the following files and folders (where <x> is the drive on which you installed Contact Center Manager Administration):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCWdata
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device. If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you have no tape drive, or if your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk.
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To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 6
In Backup media or file name, if you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file. OR If you back up files and folders to a tape, choose the tape to use.
7
Click Start Backup. Result: The Backup Job Information window appears.
8
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
9
Close all windows to complete the procedure.
To schedule backups, you must ensure that you can use your backup tool to back up all these file types without requiring you to manually copy any of them. For more information about using the Windows Backup Tool or other backup strategies, consult the Microsoft documentation at www.microsoft.com.
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Option 3: Known issues when backing up data using Veritas Backup Exec 9.1 To back up the Contact Center Manager Administration data, you can use a third-party tool instead of the Nortel Backup and Restore utility or the Microsoft Windows Backup Tool. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. The information described here pertains to the Veritas Backup 9.1 software. ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you must note the following:
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The default installation of Veritas Backup Exec uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Contact Center Manager Administration Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see Contact Center
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Manager Administration Technical Requirements and Operating System Configuration Guide. For information about changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. To back up the Contact Center Manager Administration ADAM information with the Veritas Backup Exec tool, ensure that the ADAM service is running, and then select the Shadow Copy Components > User Data > Active Directory Application Mode > C:\Program Files\Microsoft ADAM\instance1\data where C:\Program Files\Microsoft ADAM\instance1\data is the instance that Symposium Web Client data uses. You must also back up all other directories detailed in the section “Option 2: Backing up data files using the Microsoft Windows Backup Tool” on page 1281.
For more information, consult the online Help on the Veritas Web site at www.veritas.com.
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Step 5. Back up Real-Time Reporting and Emergency Help There following two Contact Center Manager Administration configuration settings are stored in the Windows Registry:
Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) Emergency Help configuration settings
Because these settings do not change often and cannot be backed up using backup procedures, Nortel recommends that you note the Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) and the Emergency Help configuration settings whenever these settings change (for example, after installing or upgrading Contact Center Manager Administration). These settings must be manually reconfigured during a restoration process.
Backing up Real-Time Reporting and Emergency Help configurations 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
2
Select the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
4
Note all of the settings in the RTR Registry Settings dialog box.
5
Close the RTR Registry Settings dialog box.
6
In the left pane of the Configuration window, select the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
8
Note all of the settings in the Emergency Help Registry Settings dialog box.
9
Close all windows to complete the procedure.
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Section C: Prepare the target server for the migration
In this section Overview
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Step 6. Install and configure Windows Server 2003
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Step 7. Install IIS with SMTP and ASP.NET (optional)
1303
Step 8. Ensure the computer name and DNS host name match
1306
Step 9. Add the server to an existing domain
1311
Step 10. Check the bindings order on the server
1315
Step 11. Install your remote support access tool
1317
Step 12. Install Sybase Open Client version 12.5
1332
Step 13. Install the Crystal Enterprise 10 Embedded software
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Step 14. Install the product software
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Step 15. Apply the same Service Update as on the source server
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Step 16. Install required hot fixes for third-party software
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Step 17. Add the server to an existing domain (optional)
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Step 18. Configure IIS settings for Report Creation Wizard
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Step 19. Check Internet Information Services settings
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Step 20. Add the IUSR_SWC account as the anonymous user account
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Step 21. Configure License Manager Service
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Step 22. Configure Logon Warning message (optional)
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Step 23. Configure Real-Time Reporting
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Step 24. Configure Emergency Help
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Step 25. Configure SMTP and printers for Historical Reporting (optional) 1413 Step 26. Configure shared folders for Historical Reporting (optional) Installation and Maintenance Guide
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Step 27. Configure Scripting
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Step 28. Configure Agent Desktop Display parameters on the server
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Step 29. Change the iceAdmin user account password (optional)
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Step 30. Configure language support (other than English)
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Step 31. Install the XML Automated Assignments feature (optional)
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Step 32. Copy latest user guides to the CCMA server
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Step 33. Other postmigration tasks
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Overview To migrate Contact Center Manager Administration to a new server, you must perform a full installation of Contact Center Manager Administration on the target server. All preinstallation, installation, and postinstallation procedures for a new installation of Contact Center Manager Administration are documented in this section. You can also refer to Chapter 3, “Install the software on the primary server” for the same procedures.
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Step 6. Install and configure Windows Server 2003 Use the checklists in this section to install and configure Windows Server 2003 Enterprise or Standard Edition correctly for Contact Center Manager Administration. Nortel recommends that you do not upgrade your operating system on the Contact Center Manager Administration server to Windows 2003 from a previous version of Windows. For example, if your server has Windows NT or Windows 2000 installed, remove the drive partitions and reformat the hard drives on the server. Next, perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server using the “Windows Server 2003 installation checklist” on page 1294. Installing the operating system on a clean server eliminates the possibility of carrying over incorrect settings from the previous Windows installation. ATTENTION
Agent Desktop Display Release 4.0 is incompatible with Contact Center Manager Administration. Therefore, you must first upgrade all client PCs to Agent Desktop Display 4.5. If you install a release earlier than SU04, you must also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is not required. This upgrade process must be done manually on each client PC. For information about this procedure, see the Symposium Web Client Planning, Installation, and Administration Guide for Release 4.5/ SU05. You cannot install a non-English version of the operating system over an English version. Remove the English operating system before proceeding with the non-English installation. The presence of two operating systems results in functionality problems in Contact Center Manager Administration.
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If you install Contact Center Manager Administration on a server co-resident with Contact Center Manager Server, you must follow the instructions in the Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server to install and configure the operating system. Do not complete the Windows 2003 installation checklist.
Domain group policies and the Contact Center Manager Administration server It is no longer necessary to install the Contact Center Manager Administration server as a primary domain controller. This change was made with the release of Symposium Web Client 4.5 SU03 for Windows 2003. For more information about domain group polices, refer to Chapter 16, “Working with domains and workgroups.”
To install Windows Server 2003 This information is not a comprehensive walk-through of the operating system installation process. For detailed information on Windows Server 2003 and how to install it, see the documentation that accompanies the Windows Server 2003 Enterprise Edition or Standard Edition installation CD. Nortel recommends that you do not upgrade your operating system on the application server to Windows 2003 from a previous version of Windows. For example, if your server has Windows NT or Windows 2000 installed, 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. Removing the previous operating system eliminates the possibility of carrying over incorrect settings from the previous Windows installation. To minimize the risk of postinstallation issues due to misconfiguration, Nortel recommends that you install the operating system from the original operating system CD-ROM, following the instructions in the following installation checklist. If you choose to install the operating system from a disk-cloned image, you must ensure that the image is taken from an installation for which all
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instructions in the following checklist were followed. Installations from a diskcloned image of the operating system, where the instructions in the checklist were not followed, can result in problems that are difficult to diagnose and can delay the commissioning of Contact Center Manager Administration. Windows Server 2003 installation checklist
✓
❑ Set up a partition on the Contact Center Manager Administration server with an NTFS file system on the partition that contains the Contact Center Manager Administration application. There are no specific guidelines or restrictions regarding the number or size of the server partitions for Contact Center Manager Administration. The person installing the software must determine the best hard disk configuration for the Contact Center Manager Administration server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition. ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows Server 2003 files to ❑ the hard drive. When the copy process is complete, the system restarts. Regional and Language Options window
❑
To view or change the system for your current geographical region, click Customize. You can add new languages and change the way dates and numbers appear. To view or change your system device settings (mouse, keyboard, monitor, and so on), click Details. ❑
Personalize Your Software window
Type your name and the name of your organization.
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Windows Server 2003 installation checklist
✓
Your Product License Key window
❑
Type the Windows product license key for your installation. Licensing Modes window
❑
Nortel recommends the following settings in this window:
Click Per Server.
Type 5* in the Concurrent Connections box.
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Windows Server 2003 installation checklist
✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator.
The computer name can be a unique name of 6-12 uppercase characters (A through Z), and any of the ten digits 0 through 9. First character must be alphabetical No other characters are allowed. For example, the name cannot include any underscores (_). Hyphens (-) are permitted in the computer name of stand-alone systems only. If you install a co-resident system (that is, Contact Center Manager Administration and Contact Center Manager Server) you cannot use hyphens in the computer name. The name cannot be the same as any other computer or domain name in the network.
2 Type the password for the Administrator account for this computer. You must use this password when the user name Administrator is used to log on to the computer on which Contact Center Manager Administration resides. WARNING
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you risk disrupting the operations of both Contact Center Manager Administration and Active Directory Application Mode because both applications require that the computer name be identified on the network. To prevent disruption on a Windows Server 2003 platform (either standalone or co-resident), if you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must reset the computer name in IIS. Additionally, if you install a release earlier than SU04, you must reset the Contact Center Manager Administration SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility.
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Windows Server 2003 installation checklist
✓
Date and Time Settings window
❑
Adjust as required. Installing Components window
❑
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you selected. After the installation is complete, the server restarts and you are prompted to log back on as the Administrator account you created. Manage Your Server window
❑
1 Click Add or remove a role. The Preliminary Steps window appears. 2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears. 3 Click Custom configuration, and then click Next. The Server Role window appears. 4 Click Add or Remove Programs. The Windows Components window appears. Go to the next step. Windows Components window
❑
Accept the default values in this window. 1 ASP.NET and IIS are subcomponents of the application server. Click Application Server and then click Details to select ASP.NET and IIS on the components list. 2 SMTP is a subcomponent of IIS and is not selected by default. Click Internet Information Services, and then click Details to select SMTP on the components list. 3 Under Subcomponents of IIS, ensure that World Wide Web Service is selected. 4 If you selected any values, click OK to return to the Windows Components window. 5 Click Next. 6 Click Cancel to return to Manage your Server.
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Windows Server 2003 installation checklist
✓
Install service packs and drivers
❑
Install service packs and drivers as required by your specific server. Set up subnets, gateways, and domain names
❑
Before you choose the domain name for the Contact Center Manager Administration server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can include only alphanumeric characters, including hyphens and periods, and cannot include underscores. You can add the server to an existing domain before or after you install Contact Center Manager Administration. 1 On the server, click Start > Control Panel > Network Connections > Local Area Connection. The Local Area Connection Properties window appears. 2 In This connection uses the following items, click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Do not use dynamic IP addressing. 3 Click Use the following IP address, and, in the IP address section, enter the IP address for the Contact Center Manager Administration server, the subnet mask, and default gateway that your company uses. 4 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 5 Click Advanced. The Advanced TCP/IP Settings window appears.
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Windows Server 2003 installation checklist
✓
Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes (in order), and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Close.
Manually updating the HOSTS table If you cannot configure a Domain Name Service (DNS) server during the Windows installation, Contact Center Manager Administration cannot find the Contact Center Manager Server systems. In this case, you must manually update the HOSTS table. When you use server names to connect to a Contact Center Manager Administration server in TCP/IP networks, the server host name must be associated with an IP address. When the HOSTS table carries out this association, it is called host name resolution. The HOSTS table resolves host names to IP addresses on local computers.
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Manually updating the HOSTS table ATTENTION
Incorrectly modifying a host table on the Contact Center Manager Administration server can cause extensive network problems. Before you modify host tables, you must review the detailed information on HOSTS in the supporting documentation for Microsoft Windows Server 2003.
1
Browse to the sample HOSTS tables that are provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc
2
Double-click the HOSTS file and open the file with a text editor (for example Notepad) to modify the host tables. ATTENTION
You need not use host tables for name resolution if the names of the servers in Contact Center Manager Server and the NCC server names are registered on a DNS server.
Result: The HOSTS table appears in the text editor. The HOSTS table consists of a list of IP addresses followed by a computer name. A sample HOSTS table is provided in the following figure as a guideline, but is not intended to indicate exactly how the HOSTS tables are configured on the Contact Center Manager Administration server.
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At the end of the file, type the IP address and computer name of
each Contact Center Manager Server
each Network Control Center Server (NCCs)
Separate the two values by using the space or the tab key. HOSTS tables are case-sensitive. 4
Click File > Save to save your changes. After you edit and save the file, the system automatically reads your new settings. If you edit the sample HOSTS file, save the file without an extension so that the system recognizes your changes.
5
Close all windows to complete the procedure.
Applying security patches Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches.
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To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, system administrators or the contact centre administrator must fulfil this role. Compatibility of security patches with Contact Center Manager Administration When possible, Nortel incorporates the latest operating system security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that are in place. Finally, you must make a full system backup before patching the system. This lets you rollback the system to a previous state, if required. Nortel recommends that you follow the security guidelines for Contact Center Manager Administration, and refer to the latest Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List, available at www.nortel.com. If Contact Center Manager Administration does not function properly after you apply a Microsoft security patch, you must remove the patch and revert to the previous version of Contact Center Manager Administration (from the backup you made before applying the patch). For added security, always check to see if Nortel has verified the Microsoft patch for its compatibility with Contact Center Manager Administration.
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Step 7. Install IIS with SMTP and ASP.NET (optional) You must install Internet Information Services (IIS) on the application server before you install Contact Center Manager Administration. If you did not install the IIS component during the installation and configuration of Windows Server 2003, perform the following procedure now. If you installed IIS with SMTP and ASP.NET on the application server, you can proceed to Step 8. “Ensure the computer name and DNS host name match” on page 1306.
Installing Internet Information Services 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add/Remove Windows Components. Result: The Windows Components Wizard appears.
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Under Components, click Application Server, and then click Details. Result: The Application Server dialog box appears.
4
Under Subcomponents of Application Server, select the ASP.NET check box.
5
Under Subcomponents of Application Server, click Internet Information Services, and then click Details. Result: The Internet Information Services dialog box appears.
6
1304
Under Subcomponents of Internet Information Services (IIS), select the SMTP Service check box.
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7
Under Subcomponents of Internet Information Services (IIS), ensure that World Wide Web Service is selected.
8
Click OK. Result: The Internet Information Services dialog box closes.
9
Click OK until you return to the Windows Components Wizard.
10
Click Next. If you are prompted, insert your Windows Server 2003 installation disk.
11
Click Finish.
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Step 8. Ensure the computer name and DNS host name match You must ensure that your server computer name and DNS host name match exactly, including uppercase and lowercase letters. 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, after 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.
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Verifying that the computer name and DNS host name match 1
After you install the operating system, log on to the server as Administrator.
2
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears.
4
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Write down the full computer name exactly as it appears, including case. Ignore the period at the end of the Full computer name.
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Click Change. Result: The Computer Name Changes dialog box appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name dialog box appears.
7
Compare the NetBIOS computer name with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8
If the names match, close the windows you opened and continue with the configuration of your server. OR If the names do not match, write down the NetBIOS computer name exactly as it appears.
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Click Cancel. Result: The Computer Name Changes dialog box appears.
10
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 8.
11
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. 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. Go back to step 10. Result: The system prompts you to restart.
12
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
1310
13
Click Yes.
14
When the system restarts, log on to the server as Administrator.
15
To ensure the names match now, repeat the procedure.
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Step 9. Add the server to an existing domain You can add your Contact Center Manager Administration server to an existing Active Directory Application Mode domain. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some scenarios that require the application server to be added to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For more information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
1314
Restart the server when prompted to do so.
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Step 10. Check the bindings order on the server If you use a single network interface card for a co-resident installation, or if your Contact Center Manager Administration server is a separate server with only one network interface card, you can ignore this step and go directly to Step 11. “Install your remote support access tool” on page 1317. If the Contact Center Manager Administration server has more than one network interface card, you must configure the bindings order so that the Nortel server subnet network interface card comes first. Checking the bindings order on the server 1
On the server, click Start > Control Panel.
2
Double click Network Connections. Result: The Network Connections window appears.
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In the Advanced menu, choose Advanced Settings. Result: The Advanced Settings window appears.
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4
In the Connections box, ensure that the Nortel server subnet connection is listed first. If it is not first, adjust the order.
5
Click OK.
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Step 11. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool prior to installing Contact Center Manager Administration so that 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 pcAnywhere 11.5 Host Only on the Contact Center Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on page 1319. If a previous version of pcAnywhere is installed on the Contact Center Manager Administration server, consult the Symantec Web site (www.symantec.com) to find out whether you must uninstall this version before installing pcAnywhere 11.5. Alternatively, Nortel also 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 who use Microsoft Remote Desktop Connection for Administration as the remote support tool for all PCs in their network. For information about enabling Microsoft Remote Desktop Connection for Administration, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 1331. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection for Administration) on the Contact Center Manager Administration server, not both.
Remote Access Services Remote Access Services (RAS) are supported in the following install configurations: Install configuration
RAS is supported
CCMA (stand-alone)
Yes
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Install configuration
RAS is supported
CCMS (stand-alone)
Yes
CCT (stand-alone)
No
CCMA and CCMS (co-resident)
Yes
CCMA, CCMS, and CCT (coresident)
No
RAS and co-residency If you install Contact Center Manager Server on a co-resident server, RAS is not enabled. Nortel recommends that you configure a Virtual Private Network (VPN) connection for the co-resident server. Connecting to the server through pcAnywhere over a VPN connection is supported on co-resident servers with all three applications installed—Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit. If Communication Control Toolkit is included in the co-resident installation, in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-Communication Control Toolkit computer on the domain that provides access to the Communication Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server through a modem, problems occur due to a potential conflict when a modem driver coexists with Communication Control Toolkit drivers on the same server. One licensed copy of pcAnywhere version 11.5 Host Only is provided on the Contact Center Manager installation DVD. You can use this software license to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Installing pcAnywhere 11.5 Host Only The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. To install Contact Center Manager Administration on a stand-alone server, you must complete this procedure. To install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server only, you need not complete the procedures in this section as pcAnywhere is installed when you install Contact Center Manager Server. If you upgrade from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.5. CAUTION Risk of system failure .
Before you install pcAnywhere version 11.5, consult the driver manufacturer Web sites for available updates to ensure that the video drivers on the Contact Center Manager Administration server PC are current. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, see the pcAnywhere Web site at www.symantec.com.
1
Log on to the Contact Center Manager Administration server as Administrator.
2
Insert the pcAnywhere version 11.5 CD into the server.
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If autorun starts and you click Install, or if you double-click the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
3
Click Add or Remove Programs to open the Add or Remove Programs window.
4
Click Add New Programs.
5
Click CD or Floppy.
6
Click Next. Result: The program finds the setup.exe file on the CD.
7
Click Finish. Result: The pcAnywhere 11.5 launchpad appears.
8
Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
9
Click Next. Result: The License Agreement window appears.
10
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
11
Enter your username and company details, and then click Next. Result: The Destination Folder window appears.
12
Accept the default location to install the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
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Accept the defaults in this window, and then click Next. Nortel recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
14
Click Install. Result: The program installs the software. When it is finished, the LiveUpdate window appears.
15
Click Next. Result: The program installs any updates.
16
Click Finish. Result: A prompt appears asking you to register pcAnywhere.
17
Click Skip. Result: A prompt appears asking you to confirm your choice.
18
Click Yes.
19
Click Finish when the installation is complete.
Configuring the Active Desktop settings To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server. 1
Right-click anywhere on the server desktop.
2
On the menu, select Active Desktop. Result: Another menu appears.
3
On this menu, ensure that Show Web Content is not selected.
Starting pcAnywhere 11.5 or later for the first time 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere.
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If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked 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 then 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 PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, you can use the installation of pcAnywhere that was completed through the Contact Center Manager Server installation and you need not follow the instructions in this section. If, during the pcAnywhere configuration, you receive a message indicating that you do not have the rights to modify a setting or to create a new caller, use the following procedure to change the Windows User access rights for pcAnywhere files.
To change the Windows access rights for pcAnywhere files To change the Windows access rights for pcAnywhere files, you must browse to a hidden directory. Viewing hidden directories
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1
Open My Computer.
2
Choose Tools > Folder Options.
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3
Click the View tab.
4
Scroll down until you see Show Hidden Files and Folders, and select this option.
5
Click OK.
Changing the Windows access rights for pcAnywhere files 1
Exit pcAnywhere.
2
In Windows Explorer, navigate to the following folder: C:\Documents and Settings\All Users\Application Data\Symantec\pcAnywhere where C is the drive on which pcAnywhere is installed.
3
Right-click the pcAnywhere folder icon. Result: A menu appears.
4
From the menu, click Properties. Result: The pcAnywhere Properties window appears.
5
Click the Security tab.
6
In the Name box, select Administrators.
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7
To grant administrators full access to the pcAnywhere folder, ensure that the Allow check box is selected for Full Control.
8
Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host If you use a modem connection with pcAnywhere, you must configure the modem before you perform this procedure. 1
Log on to the server as Administrator.
2
Click Start > All Programs > Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option. Result: The Hosts option on the pcAnywhere manager pane is selected.
4
Click the File menu, and then choose New > Item > Use Wizard. Result: The Host Setup Wizard window appears.
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5
From the Connection type for this host list, select your modem (if you use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6
From the Optimized for list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard window appears.
8
Ensure that Launch with Windows and Run minimized are selected, and leave all other default settings, as shown in the figure.
9
Click Next. Result: The following Wizard window appears.
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Standard 10.15
Accept the default values in this window, and then click Next. Result: The following Wizard window appears.
11
Click Add. Result: The Identification window appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you type NGenDist for the logon name, you can use the same NGenDist password that is used in Contact Center Manager Server, or you can use a password of your choice.
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In the Confirm password box, type the same password again. Contact Center Manager Administration
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15
Click OK.
16
Click Finish to close the wizard. Result: The Hosts window reappears with the new account selected.
17
In the Selected account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties. Result: The Host Properties:
19
Click the Callers tab.
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Standard 10.15
In the Caller list, select the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties dialog box appears.
21
Click the Privileges tab.
22
Select the Superuser option.
23
Click OK to save your changes and close the Caller Properties dialog box. Result: The Host Properties window reappears with the account now listed according to its Login ID.
24
Click the Security Options tab.
25
In the Session options section, from the Keyboard/mouse active during session list, select Host and Remote.
26
In the Login options section, select Limit time to complete login check box and set the Timeout to 3.
27
Select the Limit login attempts per call check box and set the Maximum to 3.
28
Select the Encryption tab. Result: The Encryption page appears.
29
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In the Settings section, from the Level list, select None.
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Click the Conference tab. Result: The Conference page appears.
31
Select the Enable conferencing check box.
32
Select the Obtain IP address automatically option.
33
Click Apply to save your settings.
34
To assign a password to control who can modify the Network icon settings, complete the following steps; otherwise proceed to step 35. a. Select the Protect Item tab. Result: The Protect Item page appears. b. In the Password box, type a password.
ATTENTION
If you select the Required to modify properties check box on the Protect Item page, you must enter the password each time you change a setting. Record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings.
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Standard 10.15
Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
36
Optionally, repeat steps 4 to 35 to create another caller account of your choice (for example, NGenDesign). Tip: If you type NGenDesign for the logon name of the second caller account, you can use the same NGenDesign password that is used in Contact Center Manager Server, or you can use a password of your choice.
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Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later 1
Log on to Windows as Administrator.
2
From the Start menu, choose All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support access tool If you install pcAnywhere 11.5 on your server, you need not 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. For information, see “Enabling Microsoft Remote Desktop Connection for Administration” on page 1331. Remote Network Connection Configuration Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center Manager Administration server (that is, a direct modem connection is not supported). To establish a TCP/IP network connection, you can install one of the following options: 1330
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Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection using a Remote Access Support (RAS) server
Enabling Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must log on to the system with administrator privileges. 1
On the server, click Start > Control Panel > System. Result: The System Properties Window appears.
2
Click the Remote tab.
3
On the Remote tab, select Enable Remote Desktop on this computer.
4
Click OK.
For information about using Microsoft Remote Desktop Connection for Administration, see Microsoft documentation at www.microsoft.com.
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Step 12. Install Sybase Open Client version 12.5 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is installed and you can skip this step. Likewise, you need not verify the version of Sybase that is installed, nor do you need to update the Sybase 12.5 Open Database Connectivity (ODBC) driver. In this case, you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. If you install Contact Center Manager Administration on a stand-alone server, you must install Sybase Open Client version 12.5 and update the Sybase 12.5 ODBC driver to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the Contact Center Manager Administration server. If Sybase version 12.0 is installed on the Contact Center Manager Administration server, you can upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the Contact Center Manager Administration server, you must uninstall it before you install version 12.5. For information about uninstalling the software, see the documentation posted on the Sybase Web site at www.sybase.com. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For information, see “Updating the Sybase ODBC driver” on page 1339.
Verifying the version of Sybase Open Client If Sybase Open Client is installed on the server, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5:
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On the server, click Start > Control Panel > System. Result: The System Properties dialog box appears.
2
Click the Advanced tab.
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3
Standard 10.15
Click Environment Variables. Result: The Environment Variables dialog box appears.
4
In the System variables box, locate the Sybase software entries.
5
If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client version 12.5 is installed. Go to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. OR If you do not see a Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0, go to “Installing Sybase Open Client version 12.5 or upgrading from version 12.0” on page 1335.
Contact Center Manager Administration functions with Sybase Open Client 12.5 only. If the Contact Center Manager Administration server has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before installing version 12.5. For information about uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 1531.
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Installing Sybase Open Client version 12.5 or upgrading from version 12.0 If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Sybase Open Client version 12.5 is already installed and you can skip this procedure. Likewise, you need not upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. 1
Insert the Contact Center Manager installation DVD into the DVD-ROM drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the folder Sybase, located in the CCMA folder of the Contact Center Manager installation DVD.
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4
Standard 10.15
In the Sybase folder, double-click the file setup.exe. Result: The Sybase Installation Type window appears.
5
Click Standard Install, and then click Next. Result: The Choose Directory window appears.
6
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If you install the software for the first time, type a location in which to install the software, or accept the default location shown. Nortel recommends that when you upgrade from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E in a folder called Sybase, type E:\Sybase. If you do not
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know this location, type a new location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
7
When you choose a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears and displays the components that the system will install.
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Standard 10.15
Click Next. Result: The Create Directory window appears and prompts you to confirm the name of the directory to which the files are copied.
9
Click Yes. Result: The Installing window appears and displays a status bar while the system installs the program.
10
If you upgrade to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase.DLL files. Click Yes when prompted to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you can click either Yes or No. Because the file is optional, your choice does not affect the Sybase installation. If you choose to replace the optional Power Dynamo file, replace version 3.0.0 with version 3.5.2. If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs.
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if a window with the following message appears: “COMCTL32.DLL - The system does not need this update.”, click OK Result: When the installation is complete, the Sybase Installer Confirmation window appears and prompts you to restart the system before configuring the installed components.
11
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears and confirms the Sybase installation. ATTENTION
Do not remove the Contact Center Manager installation DVD from the DVD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
12
Click OK.
13
Close the Control Panel window. Continue with the following procedure, ““Updating the Sybase ODBC driver” on page 1339.”
Updating the Sybase ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113.
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If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, the Sybase ODBC driver is up-to-date and you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded software” on page 1344. ATTENTION
Contact Center Manager Server uses the ODBC driver version 4.10.00.41. Nortel recommends that you do not install EBF11113 as part of the Contact Center Manager Administration installation as it overwrites the ODBC version used by Contact Center Manager Server and can impact operation of Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager Administration server and you upgrade Contact Center Manager Administration from one build to the next build, you must update the Sybase Open Client 12.5 ODBC driver before you upgrade the Contact Center Manager Administration software. For more information, see the instructions.txt file, which is located in the EBF11113 folder on the Contact Center Manager installation DVD. 1
On the Contact Center Manager Administration server, free up all active Sybase Open Client connections as follows: a. Close all Contact Center Manager Administration browser sessions. b. Stop any other third-party applications that run on the Contact Center Manager Administration server and that use Sybase Open Client.
2
On the Contact Center Manager Administration server, reset IIS as follows: a. Click Start > Run. b. In the Open box, type cmd. c. Click OK. d. At the prompt, type iisreset. e. Press Enter. Result: The following screen appears.
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Install the updated driver, EBF11113, as follows: a. At the MS-DOS prompt, navigate to the root directory of the Contact Center Manager Administration DVD-ROM. For example, <x>: \CCMA (where <x> is the location of the DVD-ROM). b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver;<SYBASE> is the environment variable containing the directory location of the Sybase Open Client 12.5 software installed on the Contact Center Manager Administration server (for example, c:\sybase); and C:\EBF11113.TXT is the log file that you can use to verify that all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash (/), followed by the letter shown. 4
On the Contact Center Manager Administration server, verify that the system successfully updated the driver as follows: a. Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears. b. Click the Drivers tab. c. On the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. d. Click OK.
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If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to see if error messages were recorded during the xcopy command. Following a successful update, the text file contains results similar to the following list: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll
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EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder located on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 16. “Install required hot fixes for third-party software” on page 1372.
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Step 13. Install the Crystal Enterprise 10 Embedded software To work with the Report Creation Wizard component in Contact Center Manager Administration, you must first manually install the Crystal Enterprise 10 Embedded software. You must install this software before you install Contact Center Manager Administration. Failure to do so stops the Contact Center Manager Administration installation. The Crystal Enterprise 10 Embedded software installation that is provided on the Contact Center Manager installation DVD includes the license for this software. You need not purchase a separate license.
Installing Crystal Enterprise 10 Embedded 1
Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
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2
Click Exit.
3
In Windows Explorer, browse to the CR10_EE folder, in the CCMA folder of the Contact Center Manager installation DVD. Contact Center Manager Administration
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In the CR10_EE folder, double-click setup.exe. Result: The Welcome window appears.
5
Click Next. Result: The License Agreement window appears.
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Standard 10.15
Accept the terms of the license agreement, and then click Next. Result: The User Information window appears.
7
Type your company details (the product keycode is automatically supplied), and then click Next. Result: The Installation Type window appears.
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Select the Full option, and then click Next. Result: The Ready to Install the Application window appears.
9
Click Next. Result: The system begins installing the software and the following window appears.
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10
When the installation is finished, the Completed window appears.
11
Click Finish.
Installing the Crystal 10.0 Common Hotfix patch You must install the Crystal 10.0 Common Hotfix patch after you install the Crystal Enterprise 10 Embedded software, and before you install Contact Center Manager Administration. As hot fixes for known issues with third-party software (for example, Crystal, Sybase, and Windows) become available, Nortel provides these hot fixes in a folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly. For information, see Step 16. “Install required hot fixes for third-party software” on page 1372.
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Insert the Contact Center Manager installation DVD into the drive. Result: If this is the first time you insert the Contact Center Manager installation DVD in the DVD-ROM drive, the Contact Center Manager DVD installer main menu appears.
2
Click Exit.
3
In Windows Explorer, browse to the Crystal 10.0 Common Hotfix folder, in the CCMA folder of the Contact Center Manager installation DVD.
4
In the Crystal 10.0 Common Hotfix folder, double-click setup.exe. Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome screen appears.
5
Click Next. Result: The Legal Disclaimer information appears.
6
Read the agreement and click Yes. Result: The Services Warning window appears warning you that all services and processes are stopped during the installation.
7
Read the warning and click Next. Result: The Select Components screen appears.
8
Accept the default components to install and click Next. Result: The Copy Files screen appears.
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Read the information and click Next. Result: Windows appear informing you of the services that are stopping. After the installation is complete, a dialog box appears asking if you want to view a readme file.
10
Select Yes or No, depending on your preference Result: A dialog appears prompting you to restart your services.
11
Click Yes. Result: The InstallShield Wizard Complete window appears.
12
Click Finish. ATTENTION
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After you install the Crystal 10.0 Common Hot Fix and install Contact Center Manager Administration, you must install the Crystal Reports 10.0 Hot Fix found on the DVD in the following location: Supplementary SU\CCMA\Hot Fixes. For more information, see “Installing required hot fixes for third-party software” on page 1372.
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Step 14. Install the product software Before you begin the procedures in this step you must complete the following tasks:
Read the Contact Center Planning and Engineering Guide. This guide contains important information about the Contact Center 6.0 data network and how the components of the suite work together. Read and complete the procedures in the Contact Center Installer’s Roadmap. This guide contains important information about the information that you need to collect about your network system to complete the Contact Center Manager Administration installation. Read and complete the procedures in the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. This guide contains important information about server software and hardware requirements, and includes procedures for installing and configuring Windows Server 2003 on the application server. Verify that Internet Information Services (IIS) is installed before you install Contact Center Manager Administration. To do this, click Start > All Programs > Administrative Tools. If Internet Services Manager is listed, IIS was successfully installed. If IIS does not appear, then you must ensure that it is correctly installed before you proceed with the Contact Center Manager Administration installation. For more information about installing IIS, see the Contact Center Manager Technical Requirements and Operating System Configuration Guide.
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You must have administrator privileges in Windows Server 2003 to install Contact Center Manager Administration on the Contact Center Manager Administration server. ATTENTION
Note the Administrator account that you use to install Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you have multiple Administrator accounts, you must always use the same Administrator account to install or uninstall Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches. If you attempt to install or uninstall Contact Center Manager Administration, future Service Updates, Service Update Supplements, or designer fixes and patches using a different Administrator account, the installation or uninstallation fails.
Installing Contact Center Manager Administration 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
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Insert the Contact Center Manager installation DVD in the DVD-ROM drive. Result: The Contact Center Manager DVD installer main menu appears.
3
Select Contact Center Manager Administration from the components list.
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4
Standard 10.15
Click Install Result: The DVD Installer main menu disappears. The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed are not met. If all requirements are met, then the installation continues.The Contact Center Manager Administration Setup Wizard window appears.
5
Click Next. Result: The replication selection window appears. In this window, you must choose whether you want to enable replication.
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Click No. Result: The Customer Information window appears.
7
In the User Name box, type your name.
8
In the Organization box, type your company name.
9
To set up access restrictions for this Contact Center Manager Administration installation, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to also be able to log on to Contact Center Manager Administration.
ATTENTION
Nortel recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to be able to log on to Contact Center Manager Administration.
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Click Next. Result: The Simple Object Access Protocol (SOAP) Configuration Parameters window appears.
11
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, then you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
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If the client PCs that are used to access the Contact Center Manager Administration server are located outside the server domain, you must type the fully qualified domain name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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Click Next. Result: If you perform an installation without replication, the Port Configuration for ADAM window appears. ATTENTION
If you perform an installation with replication enabled, the Web Site Type window appears and you must proceed directly to the result in step 34.
Based on the server configuration, the default values in the Port Configuration for ADAM window vary, as follows:
13
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Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting these default value in the Port Configuration for ADAM window, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Web Site Type window appears.
15
To install Contact Center Manager Administration as the default Web site on the Contact Center Manager Administration server, click Default and proceed to step 18. ATTENTION
For optimum performance, Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration.
or To install Contact Center Manager Administration as a virtual directory on an existing Web site, click Existing. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 16
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name.
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17
Standard 10.15
To change the name, type a new name. Do not use an underscore (_) in the virtual directory name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
18
Click Next. Result: The Destination Folder window appears.
19
Review the default destination folder. To change the folder location, click Change and select a different location. OR
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To accept the default folder location, click Next. Result: The Ready to Install the Program window appears.
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20
Standard 10.15
Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Contact Center Manager Administration. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Contact Center Manager Administration installation until you install all required software.
Result: The Installing Contact Center Manager Administration progress window appears.
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 21
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After the program installs the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the Contact Center Manager Administration
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iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality. You are required to type the old password only if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. When you perform a fresh installation, the Old Password box is unavailable.
22
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For information, see Step 29. “Change the iceAdmin user account password (optional)” on page 1459.
23
In the Confirm Password box, type the password again.
24
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.
25
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 19. OR
26
To export scheduled reports to a domain network PC, click Domain Account. You can use the domain account setup function of the iceAdmin
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Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
27
From the Select Domain Name list, select the domain to add.
28
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
29
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.
30
In the Confirm Domain Account Password box, retype the domain account password.
31
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
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Click OK. Result: The system ensures that you typed the same password both times, and registers the new password. After the system installs Active Directory Application Mode (ADAM), the Crystal Reports templates and Server Simple Object Access Protocol (SOAP) templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
If the window does not appear, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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33
Standard 10.15
The program searches for installed components, and then installs the required SOAP files. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
34
Click Finish to exit the setup wizard. If you install an installation with replication, this instance of ADAM has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer. Contact Center Manager Administration
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Step 15. Apply the same Service Update as on the source server To migrate Contact Center Manager Administration to a new server, you must install the same version of Contact Center Manager Administration and the same Service Update and Service Update Supplement that are installed on the source server.
Applying the same Service Update or Service Update Supplement as on the source server ATTENTION
When you install the latest Service Update, note the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed.
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To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip). Applying the same Service Update or Service Update Supplement as on the source server 1
Log on to the application server using the administrator account. If you have multiple administrator accounts, note the administrator account used here for future reference. You must always use the same administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the ESPL Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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3
Download the same Service Update as is on the source server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates are packaged as self extracting executable files.
4
Download the same Service Update Supplement as is on the source server and its associated Readme file. Save the file on the replicating Contact Center Manager Administration server. Service Updates Supplements are packaged as self extracting executable files.
5
Extract the contents of the executable file to the location of your choice by running the executable file.
6
Extract the contents of the .zip file(s) to the location of your choice.
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Double-click the Service Update .msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
8
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For information about uninstalling patches, see “Uninstalling an update” on page 1607.
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Standard 10.15
Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 10. The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: When the system installs the patch, the completed window appears. 11
Click Finish. Result: The patch installation is now complete.
12
If the system prompts you to restart the Contact Center Manager Administration server for the update to take effect, click Yes.
13
Repeat steps 6-12 to install other Service Update Supplements and Service Updates that correspond to those installed on the source server.
14
After all you install all of the SUs and SUSs, close all windows and restart the server.
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Step 16. Install required hot fixes for thirdparty software As hot fixes for known issues with third-party software (for example, Sybase, Crystal, and Windows) become available, Nortel provides these hot fixes in a folder on the Contact Center Manager installation DVD. After you install Contact Center Manager Administration, you must install all required hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software 1
Log in to the application server using the administrator account. If you have multiple administrator accounts, note the administrator account used here for future reference. You must always use the same administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the folder,
3
Install all hot fixes in this folder according to the instructions in the Readme file associated with each hot fix.
4
Nortel also recommends that you check for hot fixes issued since the release of the installation DVD. Hot fixes issued since the release of the installation DVD are at www.nortel.com/espl in the folder for the service update (SU) or service update supplement (SUS) that you install. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
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Step 17. Add the server to an existing domain (optional) After you install Contact Center Manager Administration, you can add your Contact Center Manager Administration server to an existing Windows domain. If you added your Contact Center Manager Administration server to an existing domain or if you do not want to add your server to an existing domain, you can proceed to Step 18. “Configure IIS settings for Report Creation Wizard” on page 1377. You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the domain of the primary server. If you install a co-resident server that includes a Communication Control Toolkit server, there are some specific scenarios that require the Contact Center Manager Administration server to be added to an existing domain. For further information, see the Communication Control Toolkit Installation and Maintenance Guide.
For more information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, refer to Chapter 16, “Working with domains and workgroups.”
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Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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In the Computer Name Changes dialog box, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: The Computer Name Changes dialog box appears.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
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Restart the server when prompted to do so.
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Step 18. Configure IIS settings for Report Creation Wizard The task is required for Report Creation Wizard to function.
Configuring IIS settings for Report Creation Wizard 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager.
2
When Contact Center Manager Administration is installed as the Default Web Site or as a Virtual directory, navigate to RCW in the system tree by clicking the plus (+) sign next to
3
In the left pane, click the plus (+) sign next to Web Sites. Result: The folder expands.
4
In the left pane, click the plus (+) sign next to Default Web Site. Result: The folder expands.
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5
Standard 10.15
Right-click on the RCW folder and click Properties. Result: The RCW Properties window appears.
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Click the Create button to create an application Result: RCW appears in the Application name box.
7
From the Execute Permissions list, select Scripts and Executables.
8
Click Apply to apply the changes.
9
Click OK to close the dialog box. Result: The main Internet Information Services (IIS) Manager screen appears.
10
In the left pane, click the plus (+) sign next to
11
In the left pane, click the plus (+) sign next to Application Pools. Result: The folder expands.
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Standard 10.15
Click on DefaultAppPool. Result: RCW appears as a default Web site in the right pane.
; 13
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Close all windows to complete the procedure.
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Step 19. Check Internet Information Services settings When you install IIS, it is possible that required Web Service Extensions, ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default. The status for these settings must be Allow.
Checking Web Service Extensions 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the status for the following Web Service Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
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Step 20. Add the IUSR_SWC account as the anonymous user account You must perform this procedure on Contact Center Manager Administration servers running Windows Server 2003 after you install Contact Center Manager Administration. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of Contact Center Manager Administration [IUSR_SWC]. You need to perform this procedure once only. If you upgrade Contact Center Manager Administration after you perform this procedure, you need not perform the procedure again. This procedure includes the following tasks:
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1.
Change the default password for the IUSR_SWC account to a password of your choice.
2.
Add this user account as the IIS anonymous user account.
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Adding the IUSR_SWC account as the anonymous user account for IIS 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC dialog box appears.
6
In the New password box, type the new password for this account. Note the password that you type because you require it again in Step 21.
7
In the Confirm password box, retype the new password.
8
Click OK. Result: A window appears confirming that the password was set.
9
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR_SWC account as the anonymous account in IIS.
10
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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Standard 10.15
In the left pane, click the plus sign (+) beside
12
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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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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Standard 10.15
Click the Directory Security tab. Result: The Directory Security page appears.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
16
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 lower portion of the window.
20
Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
21
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password dialog box appears.
23
Type the password again, and then click OK. Result: The system changes the password. The IUSR_SWC account is now used for anonymous access in IIS. The Default Website Properties window reappears.
24
Click OK to save your changes.
25
Close all windows.
26
To complete the procedure, run iisreset. Click Start > Run.
27
In the Open box, type iisreset.
28
Click OK.
29
Close all windows to complete the procedure.
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Step 21. Configure License Manager Service Use the License Manager Service – Configuration Setup utility:
to set up the registry entries required to communicate with the License Manager Server that is installed on Contact Center Manager Server to log the debug trace for the License Manager Service events
On a stand-alone server, you must configure the License Manager Service after you install Contact Center Manager Administration for the Report Creation Wizard component to function. For a co-resident Contact Center Manager Administration server, the License Manager Server Information (IP address/port number) data entry fields are readonly. It is assumed that for a co-resident environment, the IP address and port number are already available and set up by the Contact Center Manager Server installation procedure.
Configuring the License Manager Service To cancel changes that you make during this procedure, click Cancel. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
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In the left pane, navigate to the LM Service Configuration folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
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In the left pane, click the LM Service Configuration folder. Result: The LM Service Configuration window appears.
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Standard 10.15
In the right pane, click the LM Service Configuration icon. Result: The LM Service – Configuration Setup window appears.
5
In the Primary Server’s IP Address boxes, type the Primary LM Server IP address.
6
In the Primary Server’s Port box, type the Primary LM Server port number. For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only.
7
In the Standby Server’s IP Address boxes, type the Standby LM Server IP address (optional, if available).
8
In the Standby Server’s Port box, type the Standby LM Server port number (optional, if available). For a co-resident Contact Center Manager Administration server, the IP address and port number boxes are read-only. The LM Service log file (LMService.log) location is displayed. It is in the install directory of the CCMA application server as follows: Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
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From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors or warning are received during the course of LMService operation, the event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the LMService.log file.
Debug—All events including informational messages are logged to the LMService.log file.
If you select Errors only or Debug, in the LM Service Log size box, type the log file size. Note: Default is 1 MB.
11
Click OK to submit the information. Result: The Configuration Completed dialog box appears.
12
Click OK Result: A dialog box appears, prompting you to restart the License Manager Service.
13
Click Yes to restart the License Manager Service. Result: A message box appears telling you that the License Manager Service restarted.
14
Click OK.
15
Close all windows to complete the procedure.
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Step 22. Configure Logon Warning message (optional) You can customize a warning message that appears when users attempt to log on to the Contact Center Manager Administration server. By default, this feature is turned on in the Contact Center Manager Administration software; however, a message is not visible unless you configure your message title and text in the Local Security Policy tool of Windows Server 2003. If you have a domain security policy in place with a logon warning message configured, you cannot change the logon warning message using this procedure. In this case, you must contact your Administrator to change the logon warning message. If you do not want to configure a log-in warning message, proceed to Step 23. “Configure Real-Time Reporting” on page 1403.
Configuring your logon warning message title and text 1
Click Start > Control Panel > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus (+) sign next to Local Policies. Result: The folder expands.
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In the left pane, click the folder Security Options. Result: The Security Options appear in the right pane.
4
In the list of Security Options, right-click the Security Option Interactive logon: Message title for users attempting to log on.
5
Select Properties from the menu. Result: The Interactive Logon dialog box appears.
6
In the Interactive logon box, type your message title.
7
Click Apply.
8
Click OK. Result: Your warning message title appears in the Security Setting column of the list of Security Options.
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9
In the list of Security Options, right-click the Security Option Interactive logon: Message text for users attempting to log on.
10
Select Properties from the menu. Result: The Interactive Logon window appears.
11
In the Interactive logon box, type your warning message.
12
Click Apply.
13
Click OK. Result: Your warning message appears in the Security Setting column of the Local Security Settings window.
14
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Enabling the logon warning message 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the right pane, click the Change Login Warning Settings icon. Result: The Login Warning Properties dialog box appears.
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Ensure that the Use Login Warning Message check box is selected. The message displayed is shown in the text box as read-only. For the message to appear, you must configure both the title and the text in the Security Policy tool. For details, see “Configuring your logon warning message title and text,” on page 1398.
4
Click OK.
5
Close all windows to complete the procedure.
The Use Login Warning Message setting is server-specific. If the Contact Center Manager Server is part of a networked contact center, you must configure this setting on each Contact Center Manager Administration server.
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Step 23. Configure Real-Time Reporting For the Contact Center Manager Administration Real-Time Reporting component to function properly, you must configure the following IP multicast addresses:
Contact Center Manager Administration server receiving IP multicast address—This is the address Contact Center Manager Administration uses to receive multicast data from Contact Center Manager Server; it is the same as the IP multicast address on Contact Center Manager Server. Contact Center Manager Administration server sending IP multicast address—This is the address Contact Center Manager Administration uses to send multicast data.
The Contact Center Manager Administration server sending and receiving IP multicast addresses must be different. The Contact Center Manager Administration server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. The IP multicast address that the server in Contact Center Manager Server uses to send data must be configured on Contact Center Manager Server. This address is listed in the IP Multicast Group box. For information, see the Contact Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you configure the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information about these icons, see “Determining the transmission method that is enabled on the CCMA server” on page 1894.
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The unicast communication option applies only between the Contact Center Manager Administration server and the client PCs. Because the Contact Center Manager Administration server receives all the raw data from each server in Contact Center Manager Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dial-up links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. If you choose, at a later date, to multicast-enable your entire network, you may do so without upgrading Contact Center Manager Administration. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the Contact Center Manager Administration server) to multiple receivers (client PCs) that receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. With this type of data transmission, users can view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Display, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the Contact Center Manager Administration server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network. 1404
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the Contact Center Manager Administration server to the client computer, one for each statistic type in the collection. With unicast data transmission, users can view:
nodal real-time displays only if there is a Contact Center Manager Administration server located at each Contact Center Manager Server node in the network both nodal and network-consolidated real-time displays if the network between the Contact Center Manager Administration server and each server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on client PCs that receive unicast data only.
Configuring Real-Time Reporting If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. If you configure a replicating server, you must ensure that the Real-Time Reporting Configuration settings on the replicating server match the Real-Time Reporting Configuration settings on the primary server. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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2
In the left pane, under Applications, click Real-time Reporting.
3
In the right pane, click the RTR Registry Settings icon. Result: The RTR Properties dialog box appears.
4
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The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network. The IP Receive address in Contact Center Manager Administration must be the same as the multicast IP address in Contact Center Manager Server. The IP Send Address in Contact Center Manager Administration must be different from the IP Receive address in Contact Center Manager Administration. The IP Send address in Contact Center Manager Administration cannot be the same as any other IP Send address for any other Contact Center Manager Administration server in the network. ATTENTION
5
If the server in Contact Center Manager Server is part of a networked contact center, all servers in Contact Center Manager Server within the network must have the same multicast IP address. The IP Receive address for Contact Center Manager Administration must match the common multicast IP addresses of the servers in Contact Center Manager Server (the address used to send multicast data).
Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the Contact Center Manager Administration server. The fastest rate at which multicast data from Contact Center Manager Server reaches the end user in Contact Center Manager Administration is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager Server to the Contact Center Manager Administration server (For more information about Multicast Rates, see the Nortel Contact Center 6.0 Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration server sends data to client PCs
the Transform Rate at which the Contact Center Manager Administration server processes data
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For example, If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. To decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the Contact Center Manager Administration server. Notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information about adjusting rates and assessing performance, see the Contact Center Manager CapTool User’s Guide. 6
Accept the default value in the OAM Timeout box (10000). ATTENTION
You may need to increase the OAM Timeout value if the following situations occur:
You cannot see any partition elements in the right pane when creating or viewing a partition in Access and Partition Management. This can occur when there is a large amount of data stored on Contact Center Manager Server and the network is slow.
Your contact center has a large numbers of agents or skillsets. In this case, it may not be possible to return a large list of agents or skillsets when viewing a report using the Historical Reporting component.
If you increase the OAM Timeout value, this provides more time for the partition elements to be collected on a per-server basis. Nortel recommends that you increase this value in increments of 10 000 (milliseconds). 7
Nortel recommends that you leave the Compress Realtime Data Packets check box selected, which is the default setting. If you clear this check box, you disable real-time data packet compression.
8
In the Transmission Options area, if your network supports multicast traffic, select the Multicast option and proceed to step 11. Nortel recommends this option. OR
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If you do not want any multicast traffic on your network, select the Unicast option and proceed to step 9. OR To support both transmission types, select the Multicast and Unicast option and proceed to step 9. Result: If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the lower section of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Because each open display adds CPU load on the Contact Center Manager Administration server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. After this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An
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error message is logged on the Contact Center Manager Administration server to indicate the limit was reached, and a message appears on the client indicating that the connection is not allowed. For information about entering the appropriate value, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. 10
Select the Restart Real Time Reporting Service check box.
11
Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes after the service successfully restarts.
12
Close all windows to complete the procedure.
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Nortel recommends that you note your Real-Time Reporting Configuration settings whenever these settings are changed (for example, after installing or upgrading Contact Center Manager Administration). If you need to restore your Contact Center Manager Administration data, you need to reconfigure these settings manually.
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Step 24. Configure Emergency Help The Emergency Help component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. If you configure a replicating server, you must ensure that the Emergency Help Configuration settings on the replicating server match the Emergency Help Configuration settings on the primary server. Configuring Emergency Help 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Applications Configuration window appears.
2
In the left pane, navigate to the Emergency Help folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
In the left pane, click the Emergency Help folder. Result: The Emergency Help Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The Emergency Help Properties window appears.
5
In the IP Send Address box, type the IP address to which the Contact Center Manager Administration server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the Contact Center Manager Administration server uses to send RealTime Reporting and Agent Desktop Display data to client PCs.
6
Click the Restart Emergency Help Service check box.
7
Click OK. Result: The system restarts Emergency Help.
8
Close all windows to complete the procedure.
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Step 25. Configure SMTP and printers for Historical Reporting (optional) The step documents the procedures for the following tasks: 1.
Configuring SMTP for Historical Reporting—This task is required to send an e-mail notification to report recipients when the Historical Report component generates a scheduled report.
2.
Configuring printers for Historical Reporting—This task is required to print scheduled historical reports to a network printer.
Configuring SMTP for Historical Reporting When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure an SMTP server on the Contact Center Manager Administration server. To use SMTP, you must install Internet Information Services (IIS) and Microsoft Active Directory Application Mode on the Contact Center Manager Administration server. Verifying that an SMTP server is installed 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside
After you verify that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting. Installation and Maintenance Guide
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If an SMTP server is not installed, consult the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide for the procedures to install an SMTP server. Configuring the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Contact Center Manager Administration sends e-mail notifications. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
In the left pane, click the plus sign (+) beside
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the menu. Result: The Default SMTP Virtual Server Properties window appears.
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Click the Delivery tab. Result: The Delivery page appears.
5
Click Advanced. Result: The Advanced Delivery dialog box appears.
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In the Fully qualified domain name box, type the domain name of the Contact Center Manager Administration server:
7
Click Check DNS to validate the name of the Domain Name Service (DNS), and then click OK.
8
In the Smart host box, type the host name of the Microsoft Exchange server. The smart host name must be the name of a valid mail server. Check the properties of your Microsoft exchange server to find the Smart Host name, or contact your System Administrator.
9
Select the Attempt direct delivery before sending to smart host check box.
10
Select the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery dialog box.
12
Click the Access tab.
13
Click Authentication.
14
Clear the Basic authentication check box.
15
Select the Anonymous Access check box.
16
Click OK to close the Authentication window.
17
Click Connection. Result: The Connection window appears.
18
Click All except the list below.
19
Click OK.
20
To track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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21
Click the Messages tab.
22
Ensure that all check boxes are selected.
23
In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
24
Click OK to close the Default SMTP Virtual Server Properties window.
Configure printers for Historical Reporting When you schedule Contact Center Manager Administration to generate historical reports, you must configure a printer to print the scheduled historical reports. Before you set up default printers, you must:
have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, select one of the following options:
Option 1: Configure the CCMA server to point to a network printer Option 2: Configure a default network printer that uses the Contact Center Manager Administration server as the print server Option 3: Configure a network shared printer connected to a print server other than the Contact Center Manager Administration server
Procedures for each of these options are documented in this section. Choose the option that is most appropriate for your organization. You can set up as many printers as your operating system supports. However, only five scheduled reports are processed simultaneously. The remaining scheduled reports wait in queue and get processed on a first-in, first-out basis. This is done to provide higher priority to the ad hoc reports. You can use any of these printers to print reports and scripts, provided that they are configured according to one of the following procedures.
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Option 1: Configuring a network printer on the Contact Center Manager Administration server In this procedure, you configure a network printer on the Contact Center Manager Administration server so you can print ad hoc and scheduled historical reports and scripts to a network printer. To do this, you must configure an LPT port on the Contact Center Manager Administration server to use the network printer; and then add a local printer on this same LPT port on the Contact Center Manager Administration server. 1
Log on to the Contact Center Manager Administration server as Administrator,
2
Click Start > Run.
3
In the Open box, type cmd to open an MS-DOS prompt.
4
At the prompt, type net use <port> [\\<print server name>\<printer share name>] / USER:<print server name>\Administrator /PERSISTENT:YES For example, if the port is LPT1, the print server name is printserv, the printer share name is HPLaser4, type the following command: net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /PERSISTENT:YES The printer share name is case-sensitive.
5
Press Enter. Result: A message appears, telling you that the password for the printer is invalid, and asking you to type the password.
6
At the prompt, type the administrator password for the server to which the printer is attached.
7
Press Enter. Result: If you entered the correct values, the following message appears: “The command completed successfully.”
8
On the Contact Center Manager Administration server, set up a local printer for the same LPT port used in the preceding steps. (In this example, LPT1 is used.) Click Start >Printers and Faxes. Result: The Printers and Faxes window appears.
9
Double-click the Add Printer icon. Result: The Add Printer window appears.
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Click Next. Result: The Local or Network Printer window appears.
11
Accept the default so that Local Printer is selected.
12
Clear the Automatically detect and install my Plug and Play printer check box.
13
Click Next. Result: The Select the Printer Port window appears.
14
Click Use the following port, and then, from the list of ports, select the port you typed in step 4.
15
Click Next. Result: The Add Printer Wizard window appears.
16
In the Manufacturer and Printers boxes, select the appropriate information for your printer.
17
Click Next. Result: The Use Existing Driver window appears.
18
Choose the appropriate option in the Do you want to keep the existing driver or use the new one? dialog box.
19
Click Next. Result: The Name Your Printer window appears.
20
In the Printer name box, type the name of your printer.
21
Under the question, Do you want to use this printer as the default printer?, click Yes.
22
Click Next. Result: The Printer Sharing window appears.
23
Click Do not share this printer, and then click Next. Result: The Print Test Page window appears.
24
Click No, and then click Next. Result: The Completing the Add Printer Wizard window appears.
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Click Finish. Result: The network printer is now configured as the default printer on the Contact Center Manager Administration server. Every time you need to reboot the Contact Center Manager Administration server, the system prompts you to reconnect the share connection to this network printer. At the prompt, type the administrator password for the server on which the printer is configured (the same password you typed in step 5).
Deleting the connection to the default network printer
If you no longer need to print reports or scripts to the default network printer, you can delete the shared LPT port used for this connection on the Contact Center Manager Administration server. 1
To verify which LPT port is used for the default network printer connection, while logged on to the Contact Center Manager Administration server as administrator, click Start > Run.
2
In the Open box, type cmd to open an MS-DOS prompt.
3
At the prompt, type net use, and then press Enter. Result: The system lists the shared resources on the server.
4
From the list of shared resources, locate the LPT port used for the default network printer connection.
5
To delete the share connection for this port, at the MS-DOS prompt, type net use <port name> /delete where <port name> is the port used for the default network printer connection (for example, if your port is LPT1, type net use lpt1 /delete).
6
Press Enter. Result: The following message appears: “<port name> was deleted successfully.”
Option 2: Configuring a default network printer that uses the Contact Center Manager Administration server as the print server The following procedure describes how to set up a network printer that uses the Contact Center Manager Administration server as the print server.
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If you require additional information about adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your contact center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration. The following procedure is valid for network printers that have a standard TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select a Printer Port window appears.
7
Select Create a new port.
8
From the Type of port list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard window appears.
11
Click Next. Result: The Add Port window appears.
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In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
13
Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
14
Click Finish. Result: The Install Printer Software window appears.
15
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
16
Click Next. Result: The Name Your Printer window appears.
17
Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing Window appears.
18
Accept the default with Share name selected.
19
Click Next. Result: The Location and Comment window appears.
20
Type information in the Location box and Comment box (optional).
21
Click Next. Result: The Print Test Page window appears.
22
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
23
Click Finish.
Option 3: Setting up a network shared printer connected to a print server other than the Contact Center Manager Administration server The following procedure describes how to set up a default network printer that is connected to a print server other than the Contact Center Manager Administration server (for example, a UNIX server).
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If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the Contact Center Manager Administration server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the Contact Center Manager Administration server. You can install this utility from the Windows Server 2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/Remove Windows Components > Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start > Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Click Create a new port.
8
From the Type list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
10
In the Name or address of server providing lpd box, type the Domain Name Service (DNS) name or IP address of the print server.
11
In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
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Click OK to close the window and return to the wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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Step 26. Configure shared folders for Historical Reporting (optional) This step documents procedures for the following tasks: 1.
Creating a shared folder for exporting scheduled reports—This task is required to create a shared folder on the Contact Center Manager Administration server or the client PC so that multiple users can access scheduled reports from the same folder.
2.
Configuring a shared network folder for synchronizing reports—This task is required to synchronize imported reports to automatically update with changes to the original reports on the network computer.
Creating a shared folder for exporting scheduled reports If you want multiple users to access scheduled reports from the same folder, you must create a shared folder for exporting scheduled report export files. To create this shared folder, select one of the following options: Option 1—Create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports. Option 2—Create a shared folder on the client PC for exporting scheduled reports. Option 1: To create a shared folder on the Contact Center Manager Administration server for exporting scheduled reports To create a shared target folder on the Contact Center Manager Administration server, you must grant change and read permissions to the scheduled report account. For example, iceAdmin account or the domain account. Alternatively, you can grant change and read permissions to the Everyone group.
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Granting change and read permissions to the scheduled report account (that is iceAdmin or domain account) only provides a higher level of security. However, granting change and read permissions to the Everyone group provides more flexibility because Contact Center Manager Administration users can download exported report output files from the shared folder without special permissions. Choose the option that is most appropriate for the security policy of your organization. 1.
To create a shared target folder with change and read permissions to the scheduled report account (that is, iceAdmin or domain account), complete the following steps:
2.
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Grant change/read permissions to the scheduled report account (that is, iceAdmin or domain account) on the folder
To create a shared folder with change and read permissions to Everyone account on the Contact Center Manager Administration server, follow these steps:
Create a folder on the Contact Center Manager Administration server that stores the exported scheduled report file from scheduled reports. Right-click on the target folder and grant change/read permissions to Everyone.
For example, to export scheduled report files to the Contact Center Manager Administration server, in the Output box on the Report Properties window, type the path to the shared folder where the report is sent. The path must have the format \\
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The reports are exported locally to the shared folder on the Contact Center Manager Administration server. Contact Center Manager Administration users require read permission on the Contact Center Manager Administration shared folder to copy the exported report files to their desktops/client PCs. To enable users to access the saved report file, you must grant each user read and delete access rights to this folder on the Contact Center Manager Administration server (or alternately, create separate shared folders with read and delete access for each applicable user). For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. Option 2: To create a shared folder on a client PC for exporting scheduled report export files The following table summarizes the required setup for exporting scheduled reports to a client PC:
1
Contact Center Manager Administration Server Configuration
Scheduled Report Account (using iceAdmin Password Steps required to export scheduled Change Utility) report to client PC
CCMA on a workgroup
iceAdmin
OR
2 Grant Change and Read permissions to the iceAdmin account on the export folder on the destination client PC.
CCMA on a network domain 2
CCMA on a network domain
1 Create a local iceAdmin account on the destination PC with the same password as on the CCMA server.
Domain account
1 The destination client PC must be on the (that is, the CCMA same domain as the CCMA server. server is set up for 2 Grant Change and Read permissions to Domain account the CCMA scheduled report domain for Scheduled account on the export folder of the Reports) destination PC.
You can export scheduled reports to client PCs that are within the same domain as the Contact Center Manager Administration server only.
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To export scheduled reports to the client PC, you must first create a shared folder on the client PC, and grant change and read permissions to the scheduled reports account group (that is, iceAdmin or the domain account set up by the administrator using the iceAdmin Password Change Utility). 1.
To create a shared target folder with change and read permissions to the iceAdmin account, complete the following steps: Click Administrative Tools > Computer Management > Local Users and Groups > Users. Create a new user iceAdmin with the same password as on Contact Center Manager Administration server Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Grant change/read permissions to the local iceAdmin account on the folder When iceAdmin password is changed on the Contact Center Manager Administration server by the administrator, the iceAdmin password must also be changed to the same password, as defined on the Contact Center Manager Administration server, on the client PC.
2.
To create a shared folder with change and read permissions to the scheduled reports domain account on the client PC, complete the following steps: Create a folder on the client PC that stores the exported scheduled report file from the Contact Center Manager Administration scheduled reports. Right-click on the shared folder and grant change and read permissions to the scheduled reports domain account on the client PC. This option does not work when the client PC is outside the domain of the Contact Center Manager Administration server. In this scenario, you must add the client PC to the network domain of the Contact Center Manager Administration server.
To export scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder to which the report is sent. The path must have the format \\
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For example, to export the Agent Performance report to a shared folder on the client PC, where the client PC computer name is clientpc, the shared folder name is reports, and the report is agent, type \\clientpc\reports\agent in the Output box. For information about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require more information about creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports When you create a report on a computer in your network and import it into Contact Center Manager Administration with the template importing wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy is run from the Contact Center Manager Administration server. However, if you make changes to the original report on the network computer after you import it into Contact Center Manager Administration, these changes are not reflected in the imported report unless you select Synchronize report template from the network drive in the template importing wizard. If you select this value when you import the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), the system checks the network folder in which the original report is stored to check for changes to the report. If there are changes to the original report, the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user. If you make changes to several original reports after you import them into Contact Center Manager Administration, you can manually synchronize the changes with the imported reports all at once by using the Synchronize User Imported Report Templates window in Contact Center Manager Administration. In this window, when you click Submit, the system synchronizes the changes that you make to all original reports stored in shared folders on a network PC with the copies stored on the Contact Center Manager Administration server. However, because this can be a lengthy process (based on the number of reports), and to avoid corrupting any existing reports, Nortel recommends that you do so only when no reports are running (either ad hoc or scheduled). Installation and Maintenance Guide
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Before you can use the report synchronization feature, you must set up the shared folder on the network PC with the appropriate access privileges according to your organization security policy. ATTENTION
When the Contact Center Manager Administration server is part of a network domain, if the iceAdmin account does not have access to the network directory and you schedule a user-imported report to run, the system does not synchronize the user-imported reports. To synchronize the affected user imported reports, see the Contact Center Manager Administration online Help or run the report ad hoc whenever the original report template is modified on the source network location.
Options to configure a shared network folder for synchronizing imported reports The procedure to set up the shared network folder varies based on the current configuration of the Contact Center Manager Administration server and the security guidelines of your organization. Choose the most appropriate procedure from the following list.
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Contact Center Manager Administration server is part of a workgroup—If your server is part of a workgroup, then the network PC must also be a member of the same workgroup or be a part of the Contact Center Manager Administration server network domain. For information, see “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup)” on page 1431. Contact Center Manager Administration server is a member of a network domain—If your server is part of a network domain, then the network PC must also be a member of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. For details, see “Setting the directory security account of the server default Web site to the network domain account” on page 1440. After you set the directory security account of the server default Web site to the network domain account, you can proceed to “Creating a shared network folder (Contact Center Manager Administration server member of network domain),” on page 1440.
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Creating a shared network folder (Contact Center Manager Administration server part of a workgroup) To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For information, see “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1431. Share the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server). For information, see “Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server)” on page 1435.
Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC 1
On the network PC, create a folder to store your user-created report templates.
2
On the network PC, open Windows Explorer.
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Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone.
8
Select the Allow check box for Read. Ensure that all other check boxes are clear.
9
Click Apply.
10
Click OK. Result: The
11
Click OK to save your changes and close the
12
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
13
In the left pane, click the Local Users and Groups heading.
14
In the right pane, double-click the Users folder. Result: A list of users appears in the right pane.
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From the list of users, right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
16
Clear the Account is disabled check box, and then click OK.
17
Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the IUSR_SWC and iceAdmin accounts (these accounts are used by the Contact Center Manager Administration server) If you choose this option, you must maintain two additional accounts on the network PC. There are also possible security issues involved because the Contact Center Manager Administration server uses these accounts to run the Web site. To perform this procedure, you must know the passwords for both the IUSR_SWC and iceAdmin user accounts on the Contact Center Manager Administration server.
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1
On the network PC, create a folder to store your user-created report templates.
2
You must create the IUSR_SWC and iceAdmin accounts on the network PC with the same passwords as those that are used on the Contact Center Manager Administration server. Click Start > Control Panel > Administrative Tools >Computer Management.
3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, right-click the Users folder, and then select New User from the menu. Result: The New User dialog box appears.
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5
In the User name box, type IUSR_SWC.
6
Type any values in the Full name and Description boxes.
7
In the Password box, type the same password for the IUSR_SWC as that which is used on the Contact Center Manager Administration server.
8
In the Confirm password box, type the same password again.
9
Clear the User must change password at next logon check box.
10
Select the Password never expires check box.
11
Click Create.
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12
Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that you type the same password for this account as that which is used on the Contact Center Manager Administration server.
13
Click Close to close the New User dialog box. Result: The two new accounts appear in the Computer Management window in the Users folder. Now you must grant read permissions to both these accounts.
14
On the network PC, open Windows Explorer.
15
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
17
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Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
19
Select Everyone (if available).
20
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
21
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
23
Click Find Now. Result: A series of users appears.
24
Locate and select the IUSR_SWC user account, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
25
Click OK. Result: The account appears at the top of the Permissions dialog box.
26
Select IUSR_SWC at the top of the Permissions dialog box, and then ensure that the Allow check box is selected for Read.
27
Click Apply.
28
Perform steps 21 to 27 to add read permissions for the iceAdmin user account.
29
Click OK to save your changes and close the
Creating a shared network folder (Contact Center Manager Administration server member of network domain) Before you can create a shared network folder (Contact Center Manager Administration server member of network domain), you must set the directory security account of the server default Web site to the network domain account. Setting the directory security account of the server default Web site to the network domain account To create a shared network folder (Contact Center Manager Administration server member of network domain), you must complete this procedure. After you set the directory security account of the server default Web site to the network domain account using this procedure, proceed to “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC,” on page 1431.
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1
Obtain the network domain account name from your System Administrator.
2
First you must add the network domain account to the Windows Backup Operators Group. Click Start > Control Panel > Administrative Tools > Computer Management. Contact Center Manager Administration
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3
In the left pane, click the Local Users and Groups heading.
4
In the right pane, double-click the Groups folder.
5
From the list of groups in the right pane, double-click Backup Operators.
6
Click Add.
7
Enter the domain account as <domainname>\account name and click OK. or Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
8
Click OK. If you see no domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
9
You must now set up the Internet Information Services (IIS) security account. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
10
In the left pane, click the plus sign (+) beside
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In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
12
In the left pane, right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
13
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
15
Click Browse. Result: The Select User dialog box appears.
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Click Advanced. Result: The Select User dialog box expands.
17
Click Locations. Result: A list with the Contact Center Manager Administration server and the network domain appears. If you are on to the local machine, and not the domain, enter your username and password when prompted.
18
Select the network domain, and click OK. If you cannot find the network domain in the list, contact your network administrator for resolution.
19
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 network domain account, and then click OK. Result: The Select User dialog box reappears with the network domain account listed at the bottom.
21
Click OK. Result: The Authentication Methods dialog box reappears, with the network domain user account shown, except now the Password box is empty.
22
In the Password box, type your domain account password.
23
Click OK. Result: The Confirm Password dialog box appears.
24
Type the password again, and then click OK. Result: The system changes the password. The network domain account is now used for anonymous access in IIS.
25
Click OK to save your changes.
26
Close all windows.
27
You must now reset IIS. Click Start > Run.
28
Type iisreset.
29
Click OK.
30
You are ready to create a shared network folder (Contact Center Manager Administration server member of network domain).
Create a shared network folder To create a shared network folder (Contact Center Manager Administration server member of network domain), you can:
Share the folder with read permissions for the Everyone account and enable Guest account on the network PC. For details, “Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC” on page 1431. Share the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server. For details, see “Option 2: Sharing the network folder with Read
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permissions for the domain/directory security account used for Contact Center Manager Administration server” on page 1449. Choose the option that best suits your company security policy. Option 1: Sharing the folder with read permissions for the Everyone account and enable Guest account on the network PC To perform this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1440, before you begin this procedure. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone, and then select the Allow check box for Read. All other check boxes should be clear.
8
Click Apply.
9
Click OK. Result: The
10
Click OK to save your changes and close the
11
You must enable the Guest user account before you can proceed with the rest of the procedure. Click Start > Control Panel > Administrative Tools > Computer Management.
12
In the left pane, click the Local Users and Groups heading.
13
Double click the Users folder, and then select Guest in the right pane. If Guest does not appear in the right pane, it can be because the network administrator renamed the Guest user. If this is the case, you must contact your network administrator.
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Right-click Guest, and then select Properties. Result: The Guest Properties dialog box appears.
15
On the General page, clear the Account is disabled check box, and then click OK.
16
Close the Computer Management window.
Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server In this procedure, your server and the network PC must be members of the same network domain. Additionally, the directory security account of the server default Web site must be set to the network domain account. If you use the IUSR_SWC account, you must replace it with the network domain account for the IIS directory security. Therefore, you must complete the steps in the procedure “Setting the directory security account of the server default Web site to the network domain account” on page 1440, before you begin this procedure.
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Before you perform this procedure, ask your network administrator which domain account was used on the Contact Center Manager Administration server for IIS directory security. This is the account that you need to use in this procedure. If you choose this option, you must manually synchronize any changes made to the original report with the local copy of the report by using the menu option Report > Synchronize user imported report templates. (For scheduled reports only. Ad hoc reports can read the templates from the network drive.) Nortel recommends that you only synchronize the imported report template when no scheduled reports are running. 1
On the network PC, create a folder to store your user-created report templates
2
On the network PC, open Windows Explorer.
3
Right-click the folder that you created in step 1, and then select Properties. Result: The
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Click the Sharing tab. Result: The Sharing page appears.
5
Select the Share this folder option.
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Click Permissions. Result: The Permissions dialog box appears.
7
Select Everyone (if available).
8
Click Remove to remove the Everyone account. When you remove the Everyone account, you must grant read permissions to individual Windows user accounts.
9
Click Add. Result: The Select Users or Groups dialog box appears.
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Click Advanced. Result: The Select Users or Groups dialog box expands.
11
Click Find Now. Result: A series of users appears.
12
Locate and select the domain/directory security user account that was used to join the Contact Center Manager Administration server to the network domain, and then click OK. Result: The account appears in the Select Users or Groups dialog box.
13
Click OK. Result: The account appears at the top of the Permissions dialog box.
14
Select the account, and then ensure that the Allow check box is selected for Read.
15
Click OK.
16
Click OK to save your changes and close the
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Step 27. Configure Scripting To print scripts from the Scripting component, you must ensure that there is a default printer configured on the client PC.
To set up a default printer for Scripting To print scripts while using the Scripting component, you must first configure a default printer on the client PC. For detailed information about this procedure, see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC To export script files to a client PC, you must have the correct access privileges to save files to the client PC. For details about configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information about creating and mapping folders, see your Microsoft documentation.
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Step 28. Configure Agent Desktop Display parameters on the server The Agent Desktop Display component functions only if you use the multicast communication method from the Contact Center Manager Administration server to the client PC. To use Agent Desktop Display on a client PC, you must configure the parameters on the Contact Center Manager Administration server. You must also install and configure the Real-Time Reporting component on the Contact Center Manager Administration server for Agent Desktop Display to function properly.
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Configuring Agent Desktop Display parameters on the server 1
Click Start > All Programs > Agent Desktop Displays > Server Configuration Parameters. Result: The Configuration Parameters window appears.
2
Confirm that the address in the IP multicast address box is the Contact Center Manager Administration server IP send address that you configured in the RTR Configuration Tool. For more information, see Step 23. “Configure Real-Time Reporting” on page 1403. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. The minimum value that you can type in this field is 2 seconds. If you leave this box empty, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Agent Desktop Display component and view the real-time statistics. When the number of agents who log on to the application reaches this number, any additional agents who try to log on receive a message informing them to try again later. If you leave this box empty, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information about performance and sizing requirements for Contact Center Manager Administration, see the Contact Center Planning and Engineering Guide.
5
6
In the View mode list, select one of the following modes in which you want to view the collected data:
Moving window—In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only for the current interval. When the interval ends, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
To require agents to log on to their phonesets before they can launch Agent Desktop Display, select the Agents phoneset login required for ADD check box. If this check box is clear, when an agent logs on to Agent Desktop Display, the agent sees data only if other agents log on to skillsets to which that agent is assigned.
7
To disable automatic notifications for Agent Desktop Display client upgrades, select the Disable Automatic ADD Client Upgrade check box. If you select this check box, agents receive no prompts to download available Agent Desktop Display client upgrades.
8
In the Statistics Configuration table, choose the statistics to appear in the Agent Desktop Display. You can add statistics columns to the displays, or remove columns that you no longer want to show.
9
To add the statistics column to the displays, select the Show check box for each statistic to add.
10
To arrange the order in which the statistics columns appear, use the column order buttons. Select the statistic to move, and then click the up or down button to change its position.
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The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display. 11
To set the threshold display color, highlight a statistic, and then from the from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact Center Manager Administration or in Contact Center Manager Server, the values appear in white in the Agent Desktop Display. Repeat for each statistic for which you want to set threshold display colors. 12
If you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold, select the Blink check box.
13
If you want the Agent Desktop Display to beep when its value reaches the threshold, select the Beep check box. If you do not select the Beep check box, proceed to step 15.
14
To indicate that a beep should occur only once, select the Once option. OR To indicate that a beep should occur continuously until the statistic reaches an acceptable value, select the Continuously option.
15
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Click Save.
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Step 29. Change the iceAdmin user account password (optional) This procedure is optional. If you do not want to change the iceAdmin user account password, proceed directly to Step 30. “Configure language support (other than English)” on page 1463. After you install Contact Center Manager Administration and specify a custom password for the iceAdmin user account, you can change the password for this account by performing the procedure in this section. If you forget or misplace the iceAdmin password, you must reset it. For information, see “Resetting the iceAdmin password in Windows” on page 1864. When you install Contact Center Manager Administration, the Contact Center Manager Administration setup wizard creates a Windows user called iceAdmin and assigns full administrative access rights to this user. During the Contact Center Manager Administration installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceAdmin user account in Windows. ATTENTION
If you delete the iceAdmin user account, you cannot log on to Contact Center Manager Administration either as webadmin or as any other user.
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Changing the password for the iceAdmin user account You must log on as a user with administrator privileges before you perform this procedure. 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change dialog box appears.
5
In the Old Password box, type the old password for this account.
6
In the New Password box, type the new password for the iceAdmin user account.
7
In the Confirm Password box, type the password again. 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 do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 9. OR
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To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears.
You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator. 9
From the Select Domain Name list, select the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Step 30. Configure language support (other than English) If you work in English only across all platforms, you can proceed directly to Step 31. “Install the XML Automated Assignments feature (optional)” on page 1483. If you want your Contact Center Manager Administration to support languages other than English, you must configure language support by following the procedures in this section. Contact Center Manager Administration supports two levels of language support:
Solely internationalized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are in English, but you have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone. International and Localized environment (other than English)—In this scenario, the graphic user interface, the online Help, and all reports are translated into one of four supported languages (French, German, Traditional Chinese, Japanese). You also have the ability to handle user inputs (such as agent and supervisor names that contain non-ASCII characters), and the ability to handle date and time formats from a different regional time zone.
To configure Contact Center Manager Administration to work in a solely internationalized environment (other than English), you must complete the following tasks: 1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see “Language families and compatibility” on page 1467.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “To edit the locales.dat file” on page 1469.
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3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 1471.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 1473.
To configure Contact Center Manager Administration to work in an international and localized environment (other than English), you must complete the following tasks:
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1.
Ensure that the language versions of the operating systems for all platforms (Contact Center Manager Administration, Contact Center Manager Server, client PCs) are compatible. For details, see “Language families and compatibility” on page 1467.
2.
Edit your locales.dat file to reflect the appropriate language family. For details, see “To edit the locales.dat file” on page 1469.
3.
Change the Windows Regional Settings (for Traditional Chinese and Japanese only). For details, see “Changing the Windows Regional Settings” on page 1471.
4.
Ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server (for Traditional Chinese and Japanese only). For details, see “To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server” on page 1473.
5.
Prepare the Contact Center Manager Administration server for installing the language pack. For details, see “Prepare the server for installing a language pack” on page 1473.
6.
Install the language pack on the Contact Center Manager Administration server. For details, see “To install a language pack” on page 1474.
7.
Change the language preferences in Internet Explorer for the Contact Center Manager Administration server (only of you use the Contact Center
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Manager Administration server as a client PC). For details, “Setting the language preferences in Internet Explorer,” on page 1479. ATTENTION
When installing and configuring the software on the Contact Center Manager Administration server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the Contact Center Manager Administration server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Contact Center Manager Administration.
Using Contact Center Manager Administration in an international and localized environment (other than English) If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Latin 1 language family and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Japanese language family and you install the Japanese language pack on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in Japanese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 1467. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the Traditional Chinese language family and you install the Traditional Chinese language pack on the Contact Center Manager Administration server, users in Installation and Maintenance Guide
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the same contact center can view Contact Center Manager Administration in Traditional Chinese or English by changing the language preference settings in their browser. English is supported in this environment for reasons outlined in “Language families and compatibility” on page 1467.
Co-resident servers If your Contact Center Manager Administration is co-resident with other Contact Center 6.0 applications, certain limitations apply with respect to working in languages other than English. On co-resident servers that contain Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit, the only supported language version of the Windows Server 2003 operating system is English. That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server and Communication Control Toolkit, Contact Center Manager Administration does not support French, German, Traditional Chinese, or Japanese Windows operating systems. Contact Center Manager Administration only English operating systems only. On co-resident servers that contain Contact Center Manager Server and Contact Center Manager Administration, the only supported language versions of the Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese
That is, if you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German Windows operating systems. Contact Center Manager Administration supports English, Traditional Chinese, and Japanese Windows operating systems only.
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Language families and compatibility For Contact Center Manager Administration to function properly, the language family of the operating systems must be the same across all platforms in the network—the Contact Center Manager Administration server, client PCs, and Contact Center Manager Server. That is, the operating systems of each of the platforms are only compatible if the languages versions of the operating systems belong to the same language family. There are three language families that Contact Center Manager Administration recognizes:
Latin 1 Includes all the Western European languages that use the Latin 1 character set (including English, French, German) Traditional Chinese This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family Japanese This language has its own distinct multi-byte character set and, therefore, belongs to an individual language family
Note: Although English belongs to the Latin 1 language family, the character sets for English are included in all language families. Therefore, you can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Compatibility and the Latin 1 language family As long as the language versions of the operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and the client PC belong to the same language family (for example, Latin 1), the platforms can coexist on the same network. For example, in your network you can have a server in Contact Center Manager Server that has an English operating system, a Contact Center Manager Administration server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin 1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC browser determines the language in which the application appears.
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This is particularly useful if your contact center supports multiple languages, such as English and French. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or French (or even German because it belongs to the same language family), just by changing the browser settings on their PC. If the operating systems on the Contact Center Manager Administration server, client PC, and server in Contact Center Manager Server belong to the same language family, and you install the French and German language packs on the Contact Center Manager Administration server, users in the same contact center can view Contact Center Manager Administration in French, English, or German by changing the language preference settings in their browser. This is particularly useful in a contact center that supports multiple languages, such as English and French. If you install Contact Center Manager Administration on a co-resident server with Contact Center Manager Server, Contact Center Manager Administration does not support French or German operating systems. It supports English, Traditional Chinese, and Japanese operating systems only. Compatibility and the Japanese language family Because Japanese belongs to its own language family, you can view and enter Japanese text in Contact Center Manager Administration only if you install Japanese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Japanese, install the Japanese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Japanese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Japanese by changing the browser settings on their PC. While it is possible to switch from Japanese to English and vice-versa, it is not possible to switch from Japanese to Traditional Chinese because these languages belong to different language families.
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Compatibility and the Traditional Chinese language family Because Traditional Chinese belongs to its own language family, you can view and enter Traditional Chinese text in Contact Center Manager Administration only if you install Traditional Chinese operating systems on the Contact Center Manager Server, the Contact Center Manager Administration server, and each client PC. You must also configure the server in Contact Center Manager Server to handle Traditional Chinese, install the Traditional Chinese language pack on the Contact Center Manager Administration server, and configure the browser language preferences for Traditional Chinese on both the Contact Center Manager Administration server and client PCs. In this scenario, agents in the contact center can choose whether they want to view Contact Center Manager Administration in English or Traditional Chinese by changing the browser settings on their PC. Note: While it is possible to switch from Traditional Chinese to English and vice-versa, it is not possible to switch from Traditional Chinese to Japanese because these languages belong to different language families. Operating systems and the Contact Center Manager Server When installing language packs on Contact Center Manager Administration you must ensure that the required language version of Windows Server 2003 is installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server Release 6.0 US English software is installed on the US English version, or the appropriate localized version, of Windows Server 2003. For Japanese, ensure that the Japanese version of Windows Server 2003 is installed. For Traditional Chinese, ensure that the Traditional Chinese version of Windows Server 2003 is installed.
To edit the locales.dat file The locales.dat file controls the character set that is used for communication between the Contact Center Manager Administration and the Contact Center Manager Server. To edit the locales.dat file, you can use the utility that comes with Contact Center Manager Administration and is stored on the Contact Center Manager Administration server. You can access this utility from the Installation and Maintenance Guide
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Contact Center Manager Administration server when used as a client PC, by first logging on to Contact Center Manager Administration, and then opening the utility through the browser window. With this utility, you can configure the system to handle the character set of the language family with which you want Contact Center Manager Administration to work. 1
From the Contact Center Manager Administration server when used as a client PC, open Internet Explorer and log on to Contact Center - Manager. Note: If you have not already logged on to Contact Center - Manager for the first time, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure.
2
In the browser address box, type http://
3
Press Enter. Result: The utility appears.
4
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Click Browse to navigate to the c:\sybase\locales\locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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5
From the Language Option list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
6
Click Set Locale to save your changes.
Changing the Windows Regional Settings If you use either the Japanese or Traditional Chinese versions of Contact Center Manager Administration, you must change the Regional Settings on the Contact Center Manager Administration server. It is not necessary to perform this procedure if you use the English, French, or German versions of the software because all of these languages are displayed properly with the Regional Settings set to the default language, English. You must insert the operating system CD in the server before performing this procedure. 1
On the Contact Center Manager Administration server, click Start > Control Panel > Regional and Language Options. Result: The Regional and Language Options window appears.
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Click the Languages tab. Result: The Languages tab appears.
3
In the Supplemental language support section, click the check box beside Install files for East Asian languages. Result: The system installs the appropriate language files from the operating system CD.
4
5
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On the Regional Options tab, from the box in the Standards and formats section, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To ensure that the required Service Updates for the language pack are installed on the Contact Center Manager Server For Traditional Chinese and Japanese, you need to ensure that the required Service Updates are on the Contact Center Manager Server. For details about how to install Service Updates, refer to the Contact Center Manager Server Installation and Maintenance Guide. The following Service Updates must be installed on the Contact Center Manager Server:
For Japanese, the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software. For Chinese, the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP must be installed on a server running the Contact Center Manager Server Release 6.0 US English software.
Prepare the server for installing a language pack Before you install a language pack ensure that:
the Contact Center Manager Administration software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. you install required language version of Windows Server 2003 Enterprise Edition or Standard Edition for the language packs that you wish to install. For example: Windows Server 2003 Enterprise Edition or Standard Edition Latin 1 language support (or the localized version of the operating system) for French or German language packs the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition for Japanese language packs the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition for Traditional Chinese language packs. there are at least 225 megabytes (MB) of free disk space on the Contact Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack. Installation and Maintenance Guide
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To install a language pack The default language setting for the Contact Center Manager Administration software is English. However, the Contact Center Manager installation DVD includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen. Follow the procedure in this section to install a language pack on the Contact Center Manager Administration server. After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. For more information, see “To uninstall a language pack” on page 1482.
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Installing a language pack 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
In the left pane, click Add New Programs. Result: The Add or Remove Programs window appears.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears
5
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Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Contact Center Manager installation DVD, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
7
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the Welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
9
Click Install. Result: The Installing Contact Center Manager Administration - X Language Pack window appears (where X is the language you have chosen).
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10
The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
11
Click Finish. Tip: To view the language packs that you install on the server, click Start > Control Panel > Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
Setting the language preferences in Internet Explorer You must perform this procedure on each client PC that connects to the Contact Center Manager Administration server to use Contact Center Manager Administration. Perform this procedure on the Contact Center Manager Administration server only if you use it as a client PC. If you did not install and configure a client PC, you must complete the steps in Chapter 4, “Configuring the client PC and agent workstations” before completing the steps in this procedure. You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser.
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In addition to these steps, you must also set the proper security level settings in the browser. For more information, see Step 3. “Configure Internet Explorer” on page 267. 1
In Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
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Click Languages. Result: The Language Preferences window appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Contact Center Manager Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window.
5
In the Language box, click the appropriate language.
6
Click Move Up until the language appears at the top of the box.
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7
Click OK to close the Language Preferences window.
8
Click OK to close the Internet Options window.
To uninstall a language pack To uninstall a language pack, follow this procedure. Note: After you install a language pack, if you subsequently want to uninstall the Contact Center Manager Administration software, you must uninstall the language pack first. Then proceed with uninstalling the Contact Center Manager Administration software. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
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2
In the Add or Remove Programs window, select the language pack that you want to uninstall.
3
Click Remove.
4
The program asks you to confirm your choice. Click Yes.
5
The program removes the language pack from the Contact Center Manager Administration server. Contact Center Manager Administration
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Step 31. Install the XML Automated Assignments feature (optional) You can use the XML Automated Assignments feature to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. This is an optional feature that is used in conjunction with the Contact Center Management component. If you do not want to install this feature, the installation and configuration of Contact Center Manager Administration is complete. You can proceed to Step 32. “Copy latest user guides to the CCMA server” on page 1486. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their Web site at www.nortel.com/developer. General information about the Developer Program, including an online membership application, is also available on this site. For overview information and details about using the XML Automated Assignments feature, see the Contact Center Manager Administrator’s Guide.
To install the XML Automated Assignments feature 1
Insert the Contact Center Manager installation DVD into the drive.
2
Browse to the XML Automated Assignments Service folder in the CCMA folder of the DVD.
3
Double-click the XML Automated Assignments Service folder.
4
In this folder, double-click the file Symposium Web Client Automated Assignments Service.msi. Result: The Preparing to Install window briefly appears, followed by the Welcome to the InstallShield Wizard for Contact Center Manager Administration Automated Assignments window.
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Click Next. Result: The Customer Information window appears.
6
Type your username and the name of your organization, and then click Next. Result: The Destination Folder window appears.
7
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Click Change to select the folder in which you want to store the XML files to be parsed, and the folder in which you want the system to store XML files Contact Center Manager Administration
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that it cannot parse due to error, or accept the default folders shown. Then click Next. Result: The Ready to Install the Program window appears.
8
Click Install to install the program with the settings you have chosen (click Back to change any of the settings). Result: The program installs the feature and the InstallShield Wizard Completed window appears.
9
Click Finish to complete installing the program.
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Step 32. Copy latest user guides to the CCMA server Supervisors and administrators can access certain documentation directly through Contact Center Manager Administration. To do this, you must copy the appropriate guides to the Documentation folder on the Contact Center Manager Administration server. The latest versions of the user guides associated with the Contact Center 6.0 suite of products are available on Helmsman, the Nortel documentation collection Web site (www.nortel.com/helmsman). Because customer documentation is updated on a regular basis, you must download the latest versions of the documentation from Helmsman to the Documentation folder regularly to ensure that you have the most up-to-date information.
Copying the latest user guides to the CCMA server 1
Browse to www.nortel.com/helmsman.
2
Enter your Nortel user ID and password.
3
Click the product name heading to expand the list of documentation that is available.
4
Select the guides that you want to make available from the Contact Center Manager Administration application. You can access only the following guides directly from Contact Center Manager Administration. The remaining guides from the Contact Center 6.0 documentation suite are available on Helmsman and can be downloaded to the directory of your choice.
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Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary Contact Center Manager Administration
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Contact Center Scripting Guides
5
Copy the selected user guides to the following folder on the Contact Center Manager Administration server:
6
Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
Note: You must download Adobe Acrobat Reader on the client PCs to launch the guides from the Contact Center Manager Administration server.
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Step 33. Other postmigration tasks Configure SNMP (optional) If you use the Windows SNMP service to forward traps to an NMS, you must perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”.
Verify your 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 Manager Administration, see Chapter 17, “Managing security.”
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Section D: Restoring CCMA data to target server
In this section Step 34. Restore CCMA data to the target server
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Step 34. Restore CCMA data to the target server To restore data in the event of a server failure or to revert to a previous snapshot of Contact Center Manager Administration data, you can choose one of the following options:
Option 1—Restoring data using the Nortel Backup and Restore utility—For information, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility” on page 1491. Option 2—Restoring data using the Windows Backup Tool—For information, see “Option 2: Restoring data files using the Windows Backup tool” on page 1497. Option 3—Restoring data by manually restoring files—For information, see “Option 3: Restoring files by manually restoring files,” on page 1500. Option 4—Restoring data using a third-party tool such as Veritas Backup 9.1—For information, see“Option 4: Restoring files using the Veritas Backup Exec 9.1 tool” on page 1501.
ATTENTION
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When restoring Contact Center Manager Administration data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the Contact Center Manager Administration server. For example, if your Contact Center Manager Administration server currently contains Contact Center Manager Administration Release 6.0, then you can only restore a backup of Release 6.0 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
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You can use the instructions in this section to restore Contact Center Manager Administration data from a primary server and restore the same data to a new Contact Center Manager Administration server. You can use this procedures in this section to:
recover from a system failure if your Contact Center Manager Administration server fails completely (for example, due to serious hardware failure) restore data to the replicating server if you have a failure on your primary server restore Contact Center Manager Administration data onto the same server from which it was backed up (for example, to roll back erroneous data or recover from a data loss issue) restore Contact Center Manager Administration data to a new server if you perform a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility When you back up Contact Center Manager Administration data with the Nortel Backup and Restore utility, it creates a single file with the default name of Restore.bkf. If you need to restore the Contact Center Manager Administration data to its original state when you backed up the files, you can open the utility and navigate to this file.
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Restoring data with the Nortel Backup and Restore utility ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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In the window, click Backup & Restore. Result: The Nortel Backup And Restore utility appears.
4
Click the Restore tab.
5
Click Restore Files. Result: The Windows Backup utility starts.
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6
Click the Restore and Manage Media tab.
7
In the left pane, select the most recent backup file (or the file containing the data that you want to restore, if not the most recent file).
8
Expand this file fully by clicking the plus sign (+) beside it. The file name expands to reveal a series of files.
9
Select the check boxes for each file to restore. To select all files, select the check box beside the parent file name. When you restore data on a server on which ADAM replication is enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored to the replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored, as shown in the figure Restore and Manage Media.
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Ensure that the option to always replace the files on the computer is selected.
11
Ensure that Original location appears in the Restore files to list.
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Click Start Restore. Result: The system restores the files. If you did not stop the SymposiumWC service prior to the restore, you must restart your computer when prompted.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If your registry settings are unchanged, go to step 25. OR If you restore to a new server, or if your registry settings are corrupted or overwritten, you need to manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must be the same as they were prior to the data restoration.
15
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
16
In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
17
In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
18
Reenter all settings in the RTR Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
19
Click OK.
20
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
21
Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
22
Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
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23
Click OK.
24
Close all windows.
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You must now reactivate historical reports and scheduled events.
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Launch the Historical Reporting component in Contact Center Manager Administration.
26
In the scheduled events window, select all the scheduled assignments.
27
Click Activate.
28
Launch the Contact Center Management component in Contact Center Manager Administration.
29
Open each scheduled assignment and reactivate.
30
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
31
Restart the SymposiumWC service.
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Option 2: Restoring data files using the Windows Backup tool As of the date of publication of this guide, you can find this documentation at www.microsoft.com. Restoring data files using the Windows Backup Tool ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Restore and Manage Media tab. Result: The Restore and Manage media window appears.
4
Click Tools > Options. Result: The Options window appears.
5
Click the Restore tab.
6
Select Always replace the file on my computer. When using the Windows Backup Tool to restore the Contact Center Manager Administration data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you use the Restore Wizard in the Advanced Options “How To Restore” page.
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7
Click Apply.
8
Click OK.
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Result: The Restore and Manage Media window reappears with the text “If files exist: Always replace” appearing in the lower part of the window. 9
In the left pane, browse to the backup file (.bkf) that you want to restore. When you restore data on a server on which ADAM replication was enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored.
10
Click Start Restore. If the Contact Center Manager Administration server is not running in a replication environment, an authoritative restore is not required. However, if the Contact Center Manager Administration server is running in a replication environment, an authoritative restore may be required. For more information about authoritative restoration, see the Microsoft ADAM online Help. Result: The Confirm Restore window appears.
11
Click OK. Result: The Restore Progress window appears and informs you when the restore process is complete.
12
Close all windows.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If you configured your Real-Time Reporting and Emergency Help settings to match the settings prior to data restoration, go to step26. OR If not, you must manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration.
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Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
16
In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
17
In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
18
Reenter all settings in the RTR Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
19
Click OK.
20
In the left pane of the Configuration window, click on the Emergency Help folder.
21
The Emergency Help Registry Settings icon appears in the right pane,
22
Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
23
Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on page 1286.
24
Click OK.
25
Close all windows. You must now reactivate historical reports and scheduled events.
26
Launch the Historical Reporting component in Contact Center Manager Administration.
27
In the scheduled events window, select all the scheduled assignments.
28
Click Activate.
29
Launch the Contact Center Management component in Contact Center Manager Administration.
30
Open each scheduled assignment and reactivate.
31
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
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Restart the SymposiumWC service.
Option 3: Restoring files by manually restoring files Restore the files in the following list of folders from your backup file location or tape drive. ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
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<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports <x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports <x>:\Program Files\Microsoft ADAM\instance1\
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Option 4: Restoring files using the Veritas Backup Exec 9.1 tool ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use instead of the Microsoft Windows Backup Tool to back up and restore the Contact Center Manager Administration data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Contact Center Manager Administration data, you must note the following:
You must ensure that Restore over existing files is selected in the general properties for the restore job. For more information, consult the Veritas application online Help. The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (you cannot change the Contact Center Manager Administration Toolkit NameService port number). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see the Contact Center Manager
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Administration Technical Requirements and Operating System Configuration Guide. For information about changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select Shadow Copy Components, as well as any hard drive components (Contact Center Manager Administration folders). When restoring data, you must ensure that Restore over existing files is selected in the general properties for the restore job. When you restore the Contact Center Manager Administration ADAM files (Shadow Copy Components), the SymposiumWC service is stopped automatically. You must manually restart the service after the restoration is complete.
After you restore your data, you must perform the following tasks:
Manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration. Reactivate scheduled assignments. Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate. Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate. If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
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Section E: Postmigration tasks
In this section Step 35. Revert to source server computer name or change name
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Step 36. Ensure the CCMA computer name is correct on client PCs
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Step 37. Install .NET Framework v. 1.1 (optional)
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Step 35. Revert to source server computer name or change name This step is required only to change the computer name after installation. For example, after you install the application on the target server, you may want to revert to the computer name of source server. If you do not want to change the computer name after installation, you can skip this step and proceed directly to Step 36. “Ensure the CCMA computer name is correct on client PCs” on page 1514. If you change the computer name of the Contact Center Manager Administration server after installation, you need perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name. The tips for changing the computer name and suggested postchange tasks vary based on whether the server is co-resident with Contact Center Manager Server or stand-alone. Refer to the appropriate scenario for a list of the required tasks.
Changing the computer name of a stand-alone server If you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must perform the following tasks to reset the name so that the Contact Center Manager Server and the Contact Center Manager Administration function properly: ATTENTION
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You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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1.
If you install SU04 or later, this task is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration. For details about how to reset the SOAP files to reflect the new computer name, see “Running the ChangeSOAPSrv utility” on page 1506.
2.
An administrator must reset the IUSR_SWC account to reflect the new computer name. For details, see “Resetting the IUSR_SWC account to reflect a new computer name” on page 1506.
3.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility. For details, see “Resetting the iceAdmin password after a CCMA server name change” on page 1511.
Changing the computer name of a co-resident server On a co-resident server, after you change the computer name, you must perform the following tasks to reset the name so that Contact Center Manager Server and Contact Center Manager Administration function properly: ATTENTION
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
1.
An administrator must run the Contact Center Manager Server Computer Name Sync utility. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
2.
If you install SU04 or later, this task is not required. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not
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function properly (because they still refer to the old computer name), and you are not able to work with the components that require SOAP functionality, such as Configuration. 3.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
4.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility. For details, see “Resetting the iceAdmin password after a CCMA server name change” on page 1511.
Running the ChangeSOAPSrv utility If you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. If you install SU04 or later, this procedure is not applicable. 1
Note the path that appears in the pop-up message. If you close the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
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.
3
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;
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name You must perform this procedure if you change the computer name of the server. 1506
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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
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.
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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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, you must type the same password that you originally used for this account when you configured it in the procedure Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138. Contact Center Manager Administration
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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 after a CCMA server name change 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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3
Standard 10.15
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
To export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
9
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To export scheduled reports to a domain network PC, click Domain Account.
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You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
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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Step 36. Ensure the CCMA computer name is correct on client PCs When you migrate to a new server, you must ensure that the computer name of the Contact Center Manager Administration server is correct on each client PC.
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Step 37. Install .NET Framework v. 1.1 (optional) You must install the .NET Framework version 1.1 and .NET service pack 1 on the client machines before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same machine. To view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack. You also need to add the Contact Center Multimedia server to the list of servers that Contact Center Manager Administration administers. For details about installing the Contact Center Multimedia server, see the Nortel Contact Center Multimedia Installation and Maintenance Guide. For details about adding the Contact Center Multimedia server to the list of servers administered by Contact Center Manager Administration using the Configuration component, see the Nortel Contact Center Manager Administrator’s Guide.
Prerequisites for installing the .NET Framework Each client machine 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), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Checking for the .NET Framework on a client machine If your client machines run the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is installed. 1
On the client machines, click Start > 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 machine
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1
Log on to the client machine as the local administrator.
2
From the client machine, 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
From the client machine, 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.
Contact Center Manager Administration
Part 3 Maintaining Contact Center Manager Administration Release 6.0
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Chapter 12
Uninstalling and reinstalling the server software In this chapter Section A: Uninstalling and reinstalling CCMA
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Section B: Uninstalling Agent Desktop Displays
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Section A: Uninstalling and reinstalling CCMA
In this section Overview
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Uninstalling Contact Center Manager Administration
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Uninstalling the XML Automated Assignments feature
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Uninstalling Crystal Enterprise 10 Embedded
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Uninstalling Sybase Open Client
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Reinstalling Contact Center Manager Administration
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Scenarios for reinstalling Contact Center Manager Administration
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Overview This section details how to uninstall and reinstall the Contact Center Manager Administration software. It also details how to uninstall:
the XML Automated Assignments feature
Crystal Enterprise 10 Embedded
the Sybase Open Client software
When you uninstall Contact Center Manager Administration and third-party software (Sybase and Crystal Enterprise 10 Embedded), it is important that you uninstall the software in the reverse order that you installed it. Therefore, the correct order for uninstalling the software is: 1.
Uninstall Contact Center Manager Administration software.
2.
Uninstall Crystal Enterprise 10 Embedded software.
3.
Uninstall Sybase software (for stand-alone Contact Center Manager Administration configurations only).
ATTENTION
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Before you can uninstall Contact Center Manager Administration, you must uninstall all language packs that you install on the Contact Center Manager Administration server. To verify whether you installed any language packs, click Start > Control Panel > Add or Remove Programs. All installed language packs are listed separately in the Add or Remove programs window. For more information about uninstalling language packs, see “Uninstalling a language pack” on page 245.
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Uninstalling Contact Center Manager Administration You can uninstall the entire Contact Center Manager Administration application by using the Windows Add or Remove Programs feature. When you uninstall Contact Center Manager Administration and third-party software (Sybase and Crystal Enterprise 10 Embedded), it is important that you uninstall the software in the reverse order that you installed it. Therefore, the correct order for uninstalling the software is: 1.
Uninstall Contact Center Manager Administration software.
2.
Uninstall Crystal Enterprise 10 Embedded software.
3.
Uninstall Sybase software (for stand-alone Contact Center Manager Administration configurations only).
When you uninstall Contact Center Manager Administration, the system prompts you to preserve user data. If you select Yes to preserve user data, then, during the reinstallation of Contact Center Manager Administration, the system detects the preserved user data and prompts you to restore the data. The estimated time to complete this is 15 minutes.
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LOSS OF DATA
.
In Windows Server 2003, when you uninstall Contact Center Manager Administration, you are asked if you want to preserve customer data. If you choose not to preserve customer data, all of your customer data on that server, such as server information, partitions, and so on, is lost. If you choose to preserve customer data, you still lose certain data that is stored outside of Active Directory Application Mode (ADAM). For this reason, you need to back up all files that are not stored in ADAM, such as historical report data, real-time display snapshots, Emergency Help snapshots, schedule data, Report Creation Wizard database, Report Creation Wizard reporting data. For details about backing up data files, see Chapter 14, “Resiliency (backup, restore, and disaster recovery).”
When you reinstall Contact Center Manager Administration, the system asks if you want to use the preserved customer data. To preserve customer data, you must click Yes and reinstall the same version of Contact Center Manager Administration with the same Service Update.
Uninstall Contact Center Manager Administration from the Contact Center Manager Administration server Before you uninstall Contact Center Manager Administration, note the directory in which it is currently installed (the default directory is C:\Program Files\Nortel Networks\WClient, but it may be installed in a custom location). You must know this directory when you reinstall the software. ATTENTION
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When you reinstall Contact Center Manager Administration on a Contact Center Manager Administration server that is running this operating system, you must install the software in the same directory in which it was originally installed, or errors occur.
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Uninstalling and reinstalling the server software
Click Start > Control Panel. Result: The Control Panel window appears.
2
Double-click the Add or Remove Programs icon. Result: The Add or Remove Programs window appears.
3
Select Contact Center Manager Administration from the list of installed programs.
4
Click Change. Result: The Contact Center Manager Administration Setup window appears.
5
Click Next. Result: The Program Maintenance window appears indicating the Contact Center Manager Administration is removed from your computer.
6
Click Next.
7
The Would you like to preserve customer data? window appears.
ATTENTION
8
In Windows Server 2003, if you click No, you uninstall ADAM along with Contact Center Manager Administration; if you click Yes to keep customer data, then you uninstall Contact Center Manager Administration, but you leave ADAM intact.
To preserve your data, click Yes. The system copies your file to the following temporary directory: x:\Documents and Settings\Administrator\Local Settings\Temp\WClient where x is the drive in which the operating system is installed. Proceed to step 13. OR To delete all data, click No. Result: The Remove the Program window appears.
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If you install Service Updates or Service Update Supplements on your server, these patches are listed in the Remove the Program window. The system removes these patches before removing the Contact Center Manager Administration software. 9
Click Remove Result: The Active Directory Mode Removal Wizard dialog box appears
10
Click Yes to remove ADAM and delete all data. Result: The following window appears, notifying you that the system uninstalls ADAM if you choose to proceed.
11
Click Yes to remove ADAM and delete all data. Result: A window appears, notifying you that the system successfully deleted ADAM.
12
Click Close to continue uninstalling Contact Center Manager Administration. Result: The Remove the Program window appears. If you install Service Updates or Service Update Supplements on the server, then this window lists them. The system removes these patches before removing the Contact Center Manager Administration software.
13
Click Remove. Result: The system uninstalls Contact Center Manager Administration. After the software is uninstalled, the Completing the Contact Center Manager Administration Setup Wizard window appears.
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Uninstalling and reinstalling the server software
Click Finish. Result: The Contact Center Manager Administration Installer Information window appears, indicating that you need to restart the Contact Center Manager Administration server for your changes to take effect.
15
Click Yes to restart your computer. Uninstallation of Contact Center Manager Administration does not automatically uninstall Active Directory.
Uninstalling Active Directory Application Mode If Windows Server 2003 is installed on the server, when you uninstall Contact Center Manager Administration, you can choose to uninstall Active Directory Application Mode (ADAM), or keep it on the application server. Customer data is preserved If you choose to preserve customer data, Contact Center Manager Administration only is uninstalled. When you reinstall Contact Center Manager Administration, you must use the preserved customer data. When the system installs Contact Center Manager Administration, it uses the version of ADAM that is installed. Customer data is not preserved If you choose not to preserve customer data, Contact Center Manager Administration and ADAM is uninstalled. When you reinstall Contact Center Manager Administration, the system asks if you want to use the preserved customer data. Click No. The system uninstalls ADAM from the application server, and then reinstalls ADAM with Contact Center Manager Administration. If Windows Server 2003 Service Pack 2 is installed on the server and you do not preserve customer data, you must uninstall ADAM Service Pack 1 before you can uninstall Contact Center Manager Administration and ADAM. For more information, see “SU04 and Windows Server 2003 Service Pack 2” on page 1619. For more information about uninstalling Contact Center Manager Administration, see “Uninstalling Contact Center Manager Administration” on page 1523.
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Uninstalling the XML Automated Assignments feature To uninstall this feature, open the Windows Add or Remove Programs window, select the XML Automated Assignments feature, and then click Remove. Follow the prompts in the wizard to remove the software. For information about obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link at www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
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Uninstalling Crystal Enterprise 10 Embedded When you uninstall Contact Center Manager Administration and third-party software (Sybase and Crystal Enterprise 10 Embedded), it is important that you uninstall the software in the reverse order that you installed it. Therefore, the correct order for uninstalling the software is: 1.
Uninstall Contact Center Manager Administration software.
2.
Uninstall Crystal Enterprise 10 Embedded software.
3.
Uninstall Sybase software (for stand-alone Contact Center Manager Administration configurations only).
Uninstalling Crystal Enterprise 10 Embedded 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
Select Crystal Enterprise 10 Embedded from the list of currently installed programs.
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3
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Click Remove. Result: The Add or Remove Programs dialog box appears, asking you if you are sure that you want to remove Crystal Enterprise 10 Embedded from your computer.
4
Click Yes. Result: The system removes Crystal Enterprise 10 Embedded from your computer.
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Uninstalling Sybase Open Client ATTENTION
If you install Contact Center Manager Administration on a co-resident server, you cannot uninstall Sybase Open Client because it has a negative impact on the other co-resident software applications, particularly Contact Center Manager Server. You can uninstall Sybase Open Client only if Contact Center Manager Administration is installed on a stand-alone server.
Complete the following procedure to uninstall the Sybase Open Client software from the Contact Center Manager Administration server. For example, because Contact Center Manager Administration functions with Sybase Open Client 12.5 only, if the Contact Center Manager Administration server has a version of Sybase installed that is newer than version 12.5, you must uninstall it completely before you install version 12.5. Note: Contact Center Manager Administration does not function without Sybase Open Client; therefore, if you uninstall the software, you must reinstall Sybase Open Client 12.5 before you can work with Contact Center Manager Administration.
Uninstalling Sybase Open Client Before you perform this procedure, you must close all open applications and stop the IIS Admin service (this also stops the FTP Publishing Service, Microsoft SMTP Service, and World Wide Web Publishing Service). To stop the service, click Start > Administrative Tools > Services. Select the service you want to stop, and then click Stop. After you reinstall Sybase Open Client, you must restart the Contact Center Manager Administration server, and then ensure that this service is restarted. 1
Log on to the Contact Center Manager Administration server with the Local Administrator user ID.
2
Click Start > All Programs > Sybase > Uninstall.
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The Uninstall window appears. Do not close this window. Result: The system starts uninstalling the software, and then the following Information window appears:
4
Click Yes. Result: The system uninstalls the software.
Reinstalling Sybase Open Client 12.5 After you reinstall the software, you must restart the Contact Center Manager Administration server. When the server restarts, ensure that the IIS service is running (if it is not running, then you must restart it manually), and that you can access the Contact Center Manager Administration default Web page.
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Reinstalling Contact Center Manager Administration When you uninstall Contact Center Manager Administration from a server that is running Windows Server 2003, the system asks you if you want to preserve customer data. If you click No, the system uninstalls application server data from the Contact Center Manager Administration server; if you click Yes, the system uninstalls Contact Center Manager Administration, but leaves application server data intact on the Contact Center Manager Administration server. When you reinstall Contact Center Manager Administration, the system asks if you want to use the preserved customer data. To preserve customer data, you must click Yes and reinstall the same version of Contact Center Manager Administration with the same Service Update. ATTENTION
When you have a Windows Server 2003 operating system and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which you originally installed it or errors occur (the default directory is C:\Program Files\Nortel Networks\WClient).
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Scenarios for reinstalling Contact Center Manager Administration Before you reinstall the software, choose the appropriate scenario from the following list, and then follow the applicable procedure:
You reinstall the software, you do not want to use preserved customer data, and you want to enable ADAM replication. Complete the following procedure “Reinstalling Contact Center Manager Administration (without using preserved customer data but enabling replication)”. You reinstall the software, you do not want to use preserved customer data, and you do not want to enable ADAM replication. Follow the procedure “Reinstalling Contact Center Manager Administration (without using preserved customer data and without enabling replication)” on page 1560. You reinstall the software and you want to use preserved customer data. You must reinstall the same version of the software with the same Service Update as was previously installed on the Contact Center Manager Administration server with the preserved customer data. Follow the procedure “Reinstalling Contact Center Manager Administration (using preserved customer data)” on page 1575.
Reinstalling Contact Center Manager Administration (without using preserved customer data but enabling replication) Complete the following procedure to reinstall Contact Center Manager Administration when you do not want to use preserved customer data and you want to enable ADAM replication. During this procedure, the program uninstalls ADAM from the server (and then reinstalls it).
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1
Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Contact Center Manager Administration from the DVD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the DVD-ROM drive.
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Standard 10.15
Click Next. Result: The Contact Center Manager Administration Setup Wizard window appears.
7
Click Next. Result: The system prompts you to restore customer data.
8
To not restore previously saved data, click No. Result: The system uninstalls Active Directory Application Mode from the Contact Center Manager Administration server, and then reinstalls ADAM with Contact Center Manager Administration. OR
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To restore previously saved data, click Yes. Result: The system installs Contact Center Manager Administration and uses the version of ADAM that was installed and saved with the preserved customer data. 9
Click Next. Result: The replication selection dialog box appears. Choose whether you want to replicate ADAM. If you perform this reinstallation procedure, it is because you want to replicate an existing instance of ADAM.
10
Click Yes. Result: A warning message appears, notifying you that the existing ADAM instance is removed from the Contact Center Manager Administration server.
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Click Yes. Result: Another warning message appears, notifying you that the system removes the ADAM configuration set from the Contact Center Manager Administration server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
12
Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
After the system uninstalls ADAM, the following dialog box appears.
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Click Close. Result: The Welcome window for the ADAM setup wizard appears.
14
Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options dialog box appears.
16
Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options dialog box appears.
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Select the A replica of an existing instance option, and then click Next. Result: The Instance Name dialog box appears.
18
In the Instance name box, type SymposiumWC, and then click Next. This is the name by which this instance of ADAM is identified. For proper replication of Contact Center Manager Administration data, you must type SymposiumWC. Result: The Ports dialog box appears.
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Based on the server configuration, the default values in the Ports dialog box vary, as follows:
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
19
Before accepting the default values in the Ports dialog box, check with your administrator to ensure that no other applications use these ports. If these ports are in use, ask your administrator to recommend new port numbers and type them in the boxes provided.
20
Click Next. Result: The Joining a Configuration Set dialog box appears.
21
In the Server box, type the name of the Contact Center Manager Administration server containing the ADAM instance with which you want to replicate.
22
If you do not know the name of the computer, click Browse to locate the computer. Otherwise skip to step 29. Result: The Select Computer dialog box appears.
23
In the Select this object type box, ensure that Computer appears. OR If it does not appear, click Object Types and select Computer.
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In the From this location box, ensure that your domain controller appears. OR If it does not appear, click Locations to select it.
25
Click Advanced.
26
Click Find Now. Result: A list of available computers appears.
27
From the list of computers, select the Contact Center Manager Administration server containing the ADAM instance with which you want to replicate your ADAM instance, and then click OK. Result: The Select Computer dialog box reappears.
28
Click OK to return to the Joining a Configuration Set dialog box.
29
In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set dialog box appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
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Select the This account option. You must select an administrative user before you can add this remote ADAM instance into the existing configuration set. The domain user you select must already exist on the domain controller and must be a member of both the Administrators group and the Replicator group.This user must also be configured to run as a service.
31
In the User name box, enter the domain name followed by the user name in the format <domain name>\<user name>. In this example, the domain name is APPTEST2, and the username is DomainUserX.
32
In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed, and then the Copying Application Directory Partitions dialog box appears.
The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Contact Center Manager Administration-specific ADAM instances have the DC=nortelnetworks,DC=COM partition. (If this partition does not appear, then this ADAM instance contains no Contact Center Manager Administration-specific data and you cannot replicate this instance.) 33
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In the Available partitions box, select the partition DC=Nortelnetworks,DC=COM. Contact Center Manager Administration
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34
Click Add to move the partition to the Partitions to copy box.
35
Click Next. Result: The File Locations dialog box appears. This dialog box displays the location where ADAM-specific files reside on the Contact Center Manager Administration server.
36
Accept the default values, and then click Next. Result: The Service Account Selection dialog box appears.
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In this dialog box, you can select the service account requirements of the ADAM instance that you create on the Contact Center Manager Administration server. Because ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you install ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so the Network service account option is selected. 37
Select the service account option that best suits your network configuration, and then click Next. The values shown in this procedure are sample values that you can choose only if the Contact Center Manager Administration server is a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “Active Directory Application Mode and service accounts” on page 1634 and the Microsoft documentation for more information. Result: The ADAM Administrators dialog box appears. In this dialog box, you specify an account or group that can be used to administer this ADAM instance.
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Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group dialog box appears.
39
In the From this location box, ensure that the local computer name appears (the computer on which you install ADAM). OR If the Contact Center Manager Administration server name does not appear, click Locations and browse to the correct computer name.
40
Click Advanced. Result: The Select User or Group dialog box expands.
41
In the Select this object type box, ensure that User, Group, or Built-in security principal appears. OR If it does not appear, click Object Types and locate it.
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Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
43
From the list of user accounts and groups, select the Administrators group, and then click OK. Ensure that you click the Administrators (plural) group, as shown in the preceding figure. Groups are denoted by the double-head icon, while users are only single heads. Result: The Select User or Group dialog box reappears, with the Administrators group shown at the bottom.
44
Confirm that you selected the correct group (Administrators), and that it is on the local computer, and then click OK. Result: The ADAM Administrators dialog box reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Ready to Install dialog box appears.
46
Confirm the installation components, and then click Next. Result: The Completed dialog box appears, notifying you that ADAM is successfully installed.
47
Click Finish. Result: The Customer Information dialog box appears.
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48
In the User Name and Organization boxes, type the appropriate information.
49
To set up access restrictions for this Contact Center Manager Administration installation, in the Install this application for section, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
50
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
Click Next. Result: The Soap Configuration Parameters dialog box appears.
51
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
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this name. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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Click Next. Result: The Web Site Type dialog box appears.
For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories,” on page 2178. 53
To install Contact Center Manager Administration as the default Web site, Select the Default option, and then proceed directly to step 56 ATTENTION
Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration for optimum performance.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, select the Existing option. 54
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name.
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To change the name, type a new name. Do not use underscores (_) in the virtual directory name. The name you choose is the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories,” on page 2178.
56
Click Next. Result: The Destination Folder dialog box appears.
57
Review the default destination folder. To change the folder location, click Change. Otherwise, click Next.
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When you have the Windows Server 2003 operating system, and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which it was originally installed or errors occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. Result: The Ready to Install the Program dialog box appears.
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Click Next. Result: The Installing Contact Center Manager Administration dialog box appears.
59
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
60
Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry.
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Standard 10.15
If the installation does not proceed, click Ignore. The installation proceeds. Result: After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
62
In the Old Password box, type the old password for the iceAdmin user account. You must type the old password if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. If you forget or misplace the old password, then you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this installation, perform steps 1 to 7 in “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the old password in this step.
63
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 21. “Change the iceAdmin user account password (optional)” on page 222.
64
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In the Confirm Password box, type the password again.
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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. 65
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 71. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
66
From the Select Domain Name list, select the domain to add.
67
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
68
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.
69
In the Confirm Domain Account Password box, retype the domain account password.
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Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
71
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Sometimes the window does not appear; instead, the system automatically starts installing the Simple Object Access Protocol (SOAP) files. In this case, proceed to step 72.
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The program searches for installed components, and then installs the required SOAP files. Result: After the system has installed the required SOAP components, the ADAMSchema dialog box appears.
73
The system installs the ADAM schema. Result: The Completing the Contact Center Manager Administration Setup Wizard dialog box appears.
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Click Finish to exit the setup wizard. Result: The Contact Center Manager Administration Installer Information dialog box appears.
75
Click Yes to restart your computer. Result: This instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer.
Reinstalling Contact Center Manager Administration (without using preserved customer data and without enabling replication) Follow this procedure to reinstall Contact Center Manager Administration if you choose not to use preserved customer data and not to enable ADAM replication. The installation program removes ADAM from the Contact Center Manager Administration server.
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1
Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Contact Center Manager Administration from the DVD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the DVD-ROM drive.
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Standard 10.15
Click Next. Result: The Contact Center Manager Administration Setup Wizard dialog box appears.
7
Click Next. Result: The system prompts you to restore customer data.
8
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Click No if you do not want the system to restore previously saved data. The system uninstalls Active Directory Application Mode from the Contact Center Manager Administration server, and then reinstalls ADAM with Contact Center Manager Administration.
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Click Next. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you perform this reinstallation procedure, it is because you do not want to replicate ADAM.
10
Click No. Result: The Customer Information window appears.
11
In the User Name and Organization boxes, type the appropriate information.
12
To set up access restrictions for this Contact Center Manager Administration installation, select one of the following options:
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Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
13
Standard 10.15
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
Click Next. Result: The Soap Configuration Parameters dialog box appears.
14
If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
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If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified Contact Center Manager Administration
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domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
15
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
Click Next. Result: The Port Configuration for ADAM dialog box appears.
Based on the server configuration, the default values in the Port Configuration for ADAM dialog box vary, as follows:
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
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16
Before accepting the default values in the Port Configuration for ADAM dialog box, check with your administrator to ensure that no other applications use these ports. If these ports are in use, ask your administrator to recommend new port numbers and type them in the boxes provided.
17
Click Next. Result: The Web Site Type dialog box appears.
18
To install Contact Center Manager Administration as the default Web site, select the Default option, and then proceed to 20. ATTENTION
Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration for optimum performance.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, select the Existing option.
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For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories” on page 2178. 19
Click Next. The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name. The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178.
20
Click Next. Result: The Destination Folder dialog box appears.
21
Review the default destination folder. To change the folder location, click Change. Otherwise, click Next.
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When you have the Windows Server 2003 operating system, and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which it was originally installed or errors occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. Result: The Ready to Install the Program dialog box appears.
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Click Next. Result: The Installing Contact Center Manager Administration dialog box appears.
23
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
24
Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry.
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25
Standard 10.15
If the installation does not proceed, click Ignore. The installation proceeds. Result: After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
26
In the Old Password box, type the old password for the iceAdmin user account. You are required to type the old password if you reinstall Contact Center Manager Administration and you chose to preserve customer data when you uninstalled the original software. If you forget or misplace the old password, you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this installation, perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the old password in this step.
27
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 21. “Change the iceAdmin user account password (optional)” on page 222.
28
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In the Confirm Password box, type the password again.
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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. 29
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 35. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
30
From the Select Domain Name list, select the domain to add.
31
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
32
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.
33
In the Confirm Domain Account Password box, retype the domain account password.
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34
Standard 10.15
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
35
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then uninstalls the ADAM instance from the Contact Center Manager Administration server.
36
Click Yes. Result: Another warning window appears, notifying you that the system removes the ADAM configuration set from the Contact Center Manager Administration server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Contact Center Manager Administration ADAM instances, they all belong to the same configuration set.
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Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
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When the system uninstalls ADAM, the following window appears:
38
Click Close. Result: The Installing ADAM window appears while the system reinstalls ADAM on the server.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
40
The system installs the ADAM schema. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Contact Center Manager Administration Installer Information dialog box appears.
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Click Yes to restart your computer.
Reinstalling Contact Center Manager Administration (using preserved customer data) Complete the following procedure to reinstall Contact Center Manager Administration if you choose to use preserved customer data. If replication was enabled on the first installation of ADAM, then it is still enabled after this procedure; if it was not enabled, there is still no replication after you perform this procedure. You must install the same version of Contact Center Manager Administration and the same Service Update as previously installed on the Contact Center Manager Administration server with the preserved customer data.
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1
Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Contact Center Manager Administration from the DVD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the DVD-ROM drive.
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Click Next. Result: The Contact Center Manager Administration Setup Wizard window appears.
7
Click Next. Result: The system prompts you to restore customer data.
8
Click Yes if you want the system to restore previously saved data. The system uses the version of ADAM that was already installed on the Contact Center Manager Administration server.
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9
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Click Next. Result: The Customer Information window appears.
10
In the User Name and Organization boxes, type the appropriate information.
11
To set up access restrictions for this Contact Center Manager Administration installation, in the Install this application for section, select one of the following options:
Anyone who uses this computer (all users)—Select this option if you want anyone who can log on to the computer to have permission to log on to Contact Center Manager Administration.
ATTENTION
12
Nortel recommends that you select the Anyone who uses this computer (all users) option. Failure to do so can prevent users who have authorization to use Contact Center Manager Administration from using the Contact Center Manager Administration server.
Only for me (<user name>)—Select this option if you want only a user with your username and password to have permission to log on to Contact Center Manager Administration.
Click Next. Result: The Soap Configuration Parameters window appears.
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If you plan to install SU04 or later, accept the default as this screen is no longer applicable. OR If you plan to install a release earlier than SU04, in the SOAP Configuration Parameters window, type the URL that you use to access Contact Center Manager Administration on the Contact Center Manager Administration server. Type the URL without the http:// prefix and with less than 24 characters. The following list provides additional information about the URL that you type into this window:
If the Contact Center Manager Administration default URL is the same as the Contact Center Manager Administration server computer name, you can accept the default value shown.
If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
If the client PCs that are used to access the Contact Center Manager Administration server are outside the server domain, you must type the fully qualified domain name in this window. To view the fully qualified domain name of the server, ping the server computer name. The results of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual directory on an existing Web site, you must type either the computer name or the fully qualified host name as usual; do not type a value that includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add the Contact Center Manager Administration server as a Trusted Site when you configure Internet Explorer on the client PC, you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. For details about configuring the client PC after installing Contact Center Manager Administration, see Step 3. “Configure Internet Explorer” on page 267.
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14
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Click Next. Result: The Web Site Type window appears.
15
To install Contact Center Manager Administration as the default Web site, click Default, and then proceed directly to step 17 ATTENTION
Nortel recommends that you click Default, reserving the Contact Center Manager Administration server solely for the use of Contact Center Manager Administration for optimum performance.
OR To install Contact Center Manager Administration as a virtual directory on an existing Web site, Click Existing. For more information about how to determine the type of Web site that best suits your company needs, see “Web sites and virtual directories,” on page 2178. 16
Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. To change the name, type a new name.
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The name you choose becomes the name of the folder in the Default Web Site tree in IIS. To see a sample of Contact Center Manager Administration as a virtual directory and as a default Web site, see “Web sites and virtual directories” on page 2178. 17
Click Next. Result: The Destination Folder window appears.
18
Review the default destination folder. To change the folder location, click Change. Otherwise, click Next.
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Standard 10.15
When you have the Windows Server 2003 operating system, and you reinstall Contact Center Manager Administration on the server, you must reinstall it in the same directory in which it was originally installed or errors occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Contact Center Manager Administration window appears.
20
If files in use or open windows prevent the Contact Center Manager Administration installation from proceeding, the Files in Use window appears. To continue with the installation, close the files or windows listed, and then click Retry.
21
Occasionally, the window notifies you that you must close the Add or Remove Programs window. In this case, click Retry.
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22
Standard 10.15
If the installation does not proceed, click Ignore. The installation proceeds. Result: After the program installs the first series of files, the iceAdmin Password Change dialog box appears, prompting you to type a custom password for the iceAdmin user account. This user account has full administrative privileges and is required for proper Contact Center Manager Administration functionality.
23
In the Old Password box, type the old password for the iceAdmin user account. You must type the old password if you reinstall Contact Center Manager Administration and you had chosen to preserve customer data when you uninstalled the original software. If you forget or misplace the old password, then you must manually reset it before you can continue installing Contact Center Manager Administration. Without halting this installation, perform steps 1 to 7 in “Resetting the iceAdmin password in Windows” on page 1864, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the old password in this step.
24
In the New Password box, type the new password for the iceAdmin user account. After you install Contact Center Manager Administration, you can change this custom password. For details, see Step 21. “Change the iceAdmin user account password (optional)” on page 222.
25
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In the Confirm Password box, type the password again.
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26
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.
27
If you do not want to export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 33. OR To export scheduled reports to a domain network PC, click Domain Account. Result: The Optional Domain Account Setup window appears. You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if it is changed by the administrator.
28
From the Select Domain Name list, select the domain to add.
29
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
30
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.
31
In the Confirm Domain Account Password box, retype the domain account password.
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32
Standard 10.15
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
33
Click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then it continues installing the Crystal Reports templates. After it installs the templates, the Installing ServerSoapInstall window appears.
34
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Contact Center Manager Administration Setup Wizard window appears.
36
Click Finish to exit the setup wizard. Result: The Contact Center Manager Administration Installer Information dialog box appears.
37
Click Yes to restart your computer.
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Section B: Uninstalling Agent Desktop Displays
In this section Uninstalling Agent Desktop Displays
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Uninstalling Agent Desktop Displays CAUTION Risk of loss of data
If you originally installed Agent Desktop Displays 4.5 or earlier and upgraded to Agent Desktop Displays 6.0, you lose the contents of the folder,
.
Other Nortel products use the folder
1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
If Upgrading Agent Desktop Displays Client is in the list of currently installed programs, proceed to step 3. or If Upgrading Agent Desktop Displays Client is not in the list of currently installed programs, proceed to step 6.
3
Select Upgrading Agent Desktop Displays client from the list of currently installed programs.
4
Click Remove. Result: The Add or Remove Programs dialog box appears, asking you if you are sure that you want to remove the Agent Desktop Displays upgrade file from your computer.
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Click Yes. Result: The system removes the Agent Desktop Displays upgrade file from your computer.
6
In the Add or Remove Programs window, select Agent Desktop Displays from the list of currently installed programs.
7
Click Remove. Result: The Add or Remove Programs dialog box appears, asking you if you are sure that you want to remove Agent Desktop Displays from your computer.
8
Click Yes. Result: The system removes Agent Desktop Displays from your computer.
If you uninstall Agent Desktop Displays 4.5 or earlier, you must restore the contents of the backup file you created of the folder
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Contact Center Manager Administration
Chapter 13
Applying Service Updates, Service Update Supplements, and Designer Patches In this chapter Overview
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Using the Patch Viewer Utility
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Uninstalling an update
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Applying Contact Center Manager Administration 6.0 SU04
1609
SU04 and Windows Server 2003 Service Pack 2
1619
How to troubleshoot incorrect Windows Server 2003 SP 2 installations
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Standard 10.15
Overview You can upgrade your Contact Center Manager Administration software when new Service Updates (SU) become available. When you upgrade to a newer version of the software, check the Contact Center Manager Server Supplementary CD for new Service Updates. Nortel also recommends that you check the Web site www.nortel.com/espl to see if further updates were posted following the release of the Supplementary CD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register. In addition to Service Updates, Nortel issues Service Update Supplements (SUS) and Designer Patches (DP) for high-impact issues that affect the Contact Center 6.0 software and are required before the next SU or SUS is released. You can use the procedures in this chapter to install an SU, and SUS, or a DP on the Contact Center Manager Administration server. The system upgrades only those components that were already installed on the Contact Center Manager Administration server.
Service Updates, Service Update Supplements, and Designer Patches This section describes the differences between Service Updates, Service Update Supplements, and Designer Patches (DP).
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Service Updates—are major updates to software releases. They include new features as well as major changes and fixes to the software. Service Updates include all relevant SUSs and DPs that were issued since the release of the last Service Update. Service Updates are numbered sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02. Service Updates for Contact Center 6.0 are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but only the changed or updated portions of the software. Service Update Supplements—are fixes for SUs that are required for all customers. Service Update Supplements are faster and easier to download and install than SUs. Service Update Supplements are numbered Contact Center Manager Administration
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sequentially in the format CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102. You can install a Service Update Supplement only if its corresponding Service Update is installed. For example, if SU01 is installed, you can install CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
Designer Patches—are critical patches that are released to a limited number of customers to address specific customer issues. Designer Patches are numbered sequentially in the format CCMA_6.0_DP_010101 and CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a location and installed on the recommendation of a Nortel support technician. For information about installing Designer Patches, see Chapter 13, “Applying Service Updates, Service Update Supplements, and Designer Patches.”
The numbers of the Service Updates, Service Update Supplements, and Designer Patches shown in the previous bullets are listed as examples only.
Language packs Previously, you could not install Service Updates, Service Update Supplements, or Designer Patches on a system with installed language packs because the updates replaced the language pack database. Now when you install updates, the updates no longer replace the language pack database. This means that you can install these updates on top of your installed language pack; however, there may be English strings. The translated English strings will be available in the next language pack.
Installation order for Service Updates and Service Update Supplements Every Service Update contains all the fixes included in previously released SUs and SUSs. Therefore, you need not sequentially install all Service Updates that are released. For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01, SUS0101, SUS0102 in the SU02 release.
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Designer Patches address critical issues for specific customers. A DP is usually posted to a secure location and installed on the recommendation of a Nortel support technician.
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Using the Patch Viewer Utility Before you install a new Service Update, Service Update Supplement, or Designer Patch, you can verify the SU, SUS, and DP that are currently installed on the server by using the Patch Viewer utility. This utility can help you save time by avoiding the downloading of patches that are already installed on the server. In addition to listing the current patch version, you can also use the utility to:
view the readme files associated with each patch
uninstall one or all of the current patches
If you choose to uninstall all patches, the system removes them in the order last on, first off. If you choose to remove a single patch, you can remove the last one applied only; you cannot remove a patch and leave a subsequent patch intact.
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Standard 10.15
Launching the Patch Viewer utility Click Start > All Programs > Nortel Contact Center > Manager Administration > Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
Viewing details of the contents of each patch To view details of the contents of each patch, select the patch, and then click Read Me. A readme text file appears, listing details of the patch. You can also double-click the patch to launch the readme file. The viewer also lists the status of the applied patches. While the status for patches is usually Active, sometimes the status Inactive, requires reboot appears. This can appear if you installed a patch on a co-resident server and you chose not to restart the server at the end of the patch installation. In this case, you must restart the server to enable the patch. You can also view the list of currently installed patches by connecting to the Contact Center Manager Administration server and launching Contact Center Manager Administration on any client PC (or on the Contact Center Manager Administration server if it is used as a client PC). 1598
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On the logon window, click About Contact Center Manager Administration. The following window appears, listing the currently installed patches (if any):
Uninstalling patches To uninstall the last patch applied, click Uninstall Last. After a few minutes, the system removes the last patch you applied. To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice. After a few minutes, the system uninstalls all patches in the order last on, first off. To successfully uninstall a patch, you must log on to the server under the same Administrator account profile with which you logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account profile, and then install the next update or uninstall the current patch while logged on with a different account profile, the installation or uninstallation fails.
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Standard 10.15
Applying an SU, SUS, or DP ATTENTION
When you install the latest Service Update, note the administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account, and then install the next update or uninstall the current patch while logged on with a different account, the installation or uninstallation fails.
Note the following:
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You must log on to the Contact Center Manager Administration server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before you install the Service Update or Service Update Supplement, 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 > Manager Administration > Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To download and apply the latest Service Update, you must have a program installed that can open and extract files with the .zip extension (for example, WinZip).
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Applying the latest Service Update or Service Update Supplement 1
Log on to the application server using the Administrator account. If you have multiple Administrator accounts, note the Administrator account used here for future reference. You must always use the same Administrator account to install or uninstall the Contact Center Manager Administration software, Service Updates, Service Update Supplements, or designer fixes and patches.
2
In Windows Explorer, browse to the Supplementary SU folder on the Contact Center Manager installation DVD. Nortel also recommends that you go to the Web site (www.nortel.com/espl) to check for Service Updates or Service Update Supplements issued since the release of the DVD. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
3
Download the latest Service Update and save it on the Contact Center Manager Administration server. Service Updates are packaged as .zip files.
4
Download all Service Update Supplements (SUS) associated with the latest Service Update.
5
Extract the contents of the .zip file to the location of your choice.
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6
Standard 10.15
Double-click the Service Update.msi or Service Update Supplement.msi file to start the installation. An example of a Service Update file name is CCMA_6.0_SU_02.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you install. A message box asks if you want to read the readme file.
7
Click Yes to read the file, or No to proceed directly with the installation. The readme file can contain important information about the update that you install, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel recommends that you read the file before installing the patch. If you install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, you must manually uninstall the newer patch, and then run the installation for the older patch again. For details on uninstalling patches, see “Uninstalling an update” on page 1607.
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Applying Service Updates, Service Update Supplements, and Designer Patches
Click Next. Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements, the system removes these patches before installing the new one. The Installed patches found window appears, listing the current installed patches. Click Next to remove the patches. When the system removes the patches, the installation of the new patch proceeds. See step 9. if you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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9
Standard 10.15
Click Install. Result: The Installing window appears, showing you the progress of the installation.
Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files. Result: When the system finishes installing the patch, the completed window appears. 10
Click Finish. Result: The patch installation is now complete.
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11
If you receive a prompt to restart the Contact Center Manager Administration server for the update to take effect, click Yes.
12
Repeat steps 6-11 to install other Service Update Supplements that correspond to the latest Service Update.
13
After all the latest SU and SUS are installed, close all windows and restart the server.
14
If you installed SU04, you must complete additional tasks. See Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page 150.
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Applying a Designer Patch A Designer Patch (DP) is a critical patch that is released to a limited number of customers to address specific customer issues. A DP is usually posted to a secure location and installed on the recommendation of a Nortel support technician. 1
On the Contact Center Manager Administration server, create a folder named CCMA_6.0_DP_
2
Download the Designer Patch and save it on the Contact Center Manager Administration server. Designer Patches are packaged as .zip files.
3
Extract the contents of the .zip file to the CCMA_6.0_DP_
4
Double-click the Designer Patch .msi to start the installation. Result: The welcome window appears, listing the Designer Patch to install. A message box appears asking if you want to read the readme file.
5
Click Yes to read the file. The readme file can contain important information about the patch to install, such as a list of dependent patches, any pre- or postinstallation tasks to perform, or the need to manually stop services. Nortel recommends that you read the file before installing the patch.
6
Click Next. Result: The Ready to Install window appears. If you have files open that the installation program needs to update, the Files in Use window appears. You must close the files shown in the window, and then click Retry to continue with the upgrade.
7
Click Install. Result: The Installing window appears, showing you the progress of the installation. When the system finishes installing the patch, the completed window appears Based on the contents of the patch, sometimes the system automatically starts and stops services to replace selected files.
8
Click Finish. Result: The patch installation is now complete.
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9
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If you receive a prompt to restart the Contact Center Manager Administration server, click Yes.
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Uninstalling an update If you have multiple Administrator accounts, you must always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. If you install an update with one account and then install the next update or uninstall the current patch while logged on with a different account, the installation or uninstallation fails.
Uninstalling Service Updates, Service Update Supplements, and Designer Patches If the server has multiple patches applied (for example, a Service Update and one or more Service Update Supplements or Designer Patches), you can uninstall only the most recently installed patch or you can uninstall all Designer Patches, Service Update Supplements, and Service Updates at the same time. To successfully uninstall a patch, you must log on to the server under the same administrator account with which you logged on when you installed the patch. If you have multiple Administrator accounts, you must always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account, profile and then install the next update or uninstall the current patch while logged on with a different account, the installation or uninstallation fails. You cannot uninstall a previous Service Update Supplement or Designer Patch and leave a later one installed. You must uninstall the last patch that you applied, followed by the preceding patch (if you want to uninstall more than one patch). For example, if the server has CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102 installed, you must first uninstall SUS_0102 and then uninstall SUS_0101.
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Standard 10.15
Uninstalling a Service Update, Service Update Supplement, or Designer Patch 1
On the server, click Click Start > All Programs > Nortel Contact Center > Manager Administration > Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
2
To uninstall only the last patch applied, click Uninstall Last. Result: The system removes the last patch you applied. If you need to restart the server, the system notifies you. OR To uninstall all patches listed, including the Service Update, click Uninstall All. Result: A message box appears asking you to confirm your choice and the system uninstalls all patches in the order last on, first off. If you need to restart the server, the system notifies you.
3
Click Refresh in the Patch Viewer utility window to view the updated list of patches. You can also uninstall patches one at a time by using the Windows Add or Remove Programs utility.
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Applying Contact Center Manager Administration 6.0 SU04 If you install SU04 on an existing install of Contact Center Manager Administration, you must complete the server postinstall tasks in this section. The client postinstall are required to enable enhanced security. When you install SU04, you can install Windows Server 2003 Service Pack 2. To view the supported install orders for Windows Server 2003 Service Pack 2, see “SU04 and Windows Server 2003 Service Pack 2” on page 1619.
Contact Center Manager Administration SU04 server postinstall tasks If you install SU04 on an existing install of Contact Center Manager Administration server, you must complete the following on the server:
Add the IUSR_SWC user to the IIS_WPG group.
Reset the NT_WebServicesPool to run under the IUSR_SWC user.
Assign the IUSR_SWC user Read Access to the Windows\Temp folder.
Restart IIS.
Contact Center Manager Administration SU04 client post-install tasks (optional) To enable the Contact Center Manager Administration SU04 security enhancements, you must apply SU04 to all Contact Center Manager Administration servers that the clients access, and then complete the following changes on all of the clients:
Remove about:blank from your trusted sites and add it to the restricted sites in your browser. Set the Initialize and script ActiveX controls not marked as safe security setting for the trusted sites zone to Disable.
Contact Center Manager Administration SU04 functions correctly if you do not apply these settings, but the enhanced security is disabled. Installation and Maintenance Guide
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To work with an earlier version of Contact Center Manager Administration, you must revert these changes. Nortel recommends that you apply SU04 to all of the Contact Center Manager Administration servers that the clients access before you make the changes security settings.
Adding the IUSR_SWC user to the IIS_WPG group 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
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Applying Service Updates, Service Update Supplements, and Designer Patches
In the left pane, navigate to System Tools > Local Users and Groups > Users. Result: The list of users appear in the right pane.
3
In the right pane, right-click IUSR_SWC, and then select Properties from the resulting menu. Result: The IUSR_SWC Properties dialog box appears.
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Standard 10.15
Select the Member Of tab. Result: The Member Of page appears.
5
Click Add. Result: The Select Groups dialog box appears.
6
In the Enter the object names to select box, type IIS_WPG.
7
Click OK. Result: The IIS_WPG group appears in the list on the Member Of page of the IUS_SWC properties dialog box.
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8
Click Apply.
9
Click OK. Result: The IUSR_SWC Properties dialog box closes.
10
Proceed to the next procedure to reset the NT_WebServicesPool to run under the IUSR_SWC user.
Reset the NT_WebServicesPool to run under the IUSR_SWC user You require the IUSR_SWC password to complete this procedure. If you forgot or lost the password, you must reset it. To reset the password complete the following procedure first. If you know the IUSR_SWC password, proceed to “Resetting the NT_WebServicesPool to run under the IUSR_SWC user” on page 1615. Resetting the IUSR_SWC password 1
Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
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3
Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click IUSR_SWC, and then select Set Password from the menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC dialog box appears.
6
In the New password box, type the new password for this account.
7
In the Confirm password box, retype the new password.
8
Click OK. Result: A dialog box appears confirming that the password was set.
9
Click OK. Result: The system changes the password.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, expand the Application Pools folder.
3
Right-click NT_webServicesPool, and then select Properties from the resulting menu. Result: The NT_WebServicesPool Properties dialog box appears.
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4
Standard 10.15
Click the Identity tab. Result: The Identity page appears.
5
Select the Configurable option.
6
Click Browse. Result: The Select User dialog box appears.
7
In the Enter the object names to select box, type IUSR_SWC.
8
Click OK. Result: The IUSR_SWC user appears in the User name box on the Identity page.
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In the Password box, type the IUSR_SWC password. Contact Center Manager Administration
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if you enter an incorrect password, when you launch Contact Center Manager Administration, the following error appears on the logon page: “A CCMA web service failed to execute as the CCMA Server has not been configured correctly. Please follow the web services configuration guidelines outlined in the CCMA Installation & Maintenance Guide or CCMA SU04 Readme.” 10
Click Apply.
11
Click OK. Result: The NT_WebServicesPool Properties dialog box closes.
12
Close the Internet Information Services (IIS) Manager.
13
Proceed to the next procedure to assign the IUSR_SWC user Read Access to the Windows\Temp folder.
Assigning the IUSR_SWC user Read Access to the Windows\Temp folder 1
Navigate to C:\WINDOWS\Temp.
2
Right-click the Temp folder, and then select Properties from the resulting menu. Result: The Temp Properties dialog box appears.
3
Select the Security tab. Result: The Security page appears.
4
In the Group or user names list, highlight IUSR_SWC.
5
In the Permissions for IUSR_SWC list, select the Allow check box for Read.
6
Click OK.
7
Proceed to the next procedure to reset IIS.
Restarting IIS 1
Click Start > Run.
2
In the Open box, type iisreset.
3
Click OK.
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Standard 10.15
Removing about:blank 1
Launch Internet Explorer.
2
Select Tools > Internet Options. Result: The Internet Options dialog box appears.
3
Select the Security tab.
4
On the Security page, click the Trusted Sites icon.
5
Click Sites. Result: The Trusted Sites dialog box appears.
6
In the Web sites box, highlight about:blank.
7
Click Remove.
8
Click OK to close the Trusted Sites dialog box.
9
Proceed to “Setting the Initialize and script ActiveX controls not marked as safe security setting” on page 1618.
Setting the Initialize and script ActiveX controls not marked as safe security setting 1
In the Internet Options dialog box, click Custom Level. Result: The Security Settings dialog box appears.
2
Scroll to the Initialize and script ActiveX controls not marked as safe security setting.
3
Select the Disable option.
4
Click OK. Result: A warning box appears asking you to confirm the change.
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5
Click Yes.
6
Click OK to close the Internet Options dialog box.
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SU04 and Windows Server 2003 Service Pack 2 If you install SU04, you can install Windows Server 2003 Service Pack 2. This section describes the installation orders that Nortel supports.
Install Windows Server 2003 Service Pack 2 during a fresh installation If you install Windows Server 2003 Service Pack 2 when you perform a fresh installation of Contact Center Manager Administration, you must perform the install in the following order. 1.
Install Windows Server 2003.
2.
Install Windows Server 2003 Service Pack 2.
3.
Install Contact Center Manager Administration 6.0.
4.
Install Contact Center Manager Administration 6.0 SU04.
Install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration If you install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration or when you upgrade Contact Center Manager Administration, you must choose from one of the following install options. The important thing to note is that you must install ADAM Service Pack 1 before you install Windows Server 2003 Service Pack 2. Option 1 1.
Install Windows Server 2003.
2.
Install Contact Center Manager Administration 6.0.
3.
Install Contact Center Manager Administration 6.0 SU04.
4.
Install ADAM Service Pack 1.
5.
Install Windows Server 2003 Service Pack 2.
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Option 2 1.
Install Windows Server 2003.
2.
Install Contact Center Manager Administration 6.0.
3.
Install ADAM Service Pack 1.
4.
Install Windows Server 2003 Service Pack 2.
5.
Install Contact Center Manager Administration 6.0 SU04.
Reinstalling Contact Center Manager Administration with Windows Server 2003 Service Pack 2 If Windows Server 2003 Service Pack 2 is currently installed on the Contact Center Manager Administration server, to reinstall Contact Center Manager Administration, you must choose from one of the following install options. Option 1—Reinstall with preserved customer data 1.
Uninstall Contact Center Manager Administration and preserve customer data.
2.
Reinstall Contact Center Manager Administration using preserved customer data.
Option 2—Reinstall without preserved customer data
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1.
Uninstall ADAM Service Pack 1.
2.
Uninstall Contact Center Manager Administration and do not preserve Customer data.
3.
Reinstall Contact Center Manager Administration.
4.
Reinstall ADAM Service Pack 1.
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How to troubleshoot incorrect Windows Server 2003 SP 2 installations The following section describes how to troubleshoot incorrect Windows Server 2003 Service Pack 2 installations.
You installed ADAM Service Pack 1 during a fresh installation If you completed the following installation order when you install Windows Server 2003 Service Pack 2 during a fresh installation, the installation fails. 1.
Install Windows Server 2003.
2.
Install ADAM Service Pack 1.
3.
Install Windows Server 2003 Service Pack 2.
4.
Install Contact Center Manager Administration 6.0.
You cannot install Contact Center Manager Administration over ADAM Service Pack 1 because the Contact Center Manager Administration base install was created prior to the existence of ADAM Service Pack 1 and contains a version of the ADAMinstall.exe program that is not supported in ADAM Service Pack 1. Solution You must uninstall ADAM Service Pack 1. 1
Uninstall Contact Center Manager Administration.
2
Uninstall ADAM Service Pack 1.
3
Install Contact Center Manager Administration
4
Install Contact Center Manager Administration SU04.
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You installed Windows Server 2003 Service Pack 2 on an existing installation without installing ADAM Service Pack 1 If you complete the following installation order when you install Windows Server 2003 Service Pack 2 on an existing installation of Contact Center Manager Administration, the installation fails. You must install ADAM Service Pack 2 before you can install Windows Server 2003 Service Pack 2. 1.
Install Windows Server 2003.
2.
Install Contact Center Manager Administration
3.
Install Contact Center Manager Administration 6.0 SU04
4.
Install Windows Server 2003 Service Pack 2.
Solution Microsoft recommends the following solution. 1
Uninstall Windows Server 2003 Service Pack 2.
2
Download and install ADAM Service Pack 1. To download ADAM Service Pack 1, search for ADAM Service Pack 1 on the Microsoft Web site (www.microsoft.com).
3
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Reinstall Windows Server 2003 Service Pack 2.
Contact Center Manager Administration
Chapter 14
Resiliency (backup, restore, and disaster recovery) In this chapter Overview
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Section A: About replicating servers
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Section B: How to recover from a CCMA server failure
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Section C: How to create CCMA data backups
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Section D: How to restore CCMA data
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Overview To prevent loss of data and to reduce Contact Center Manager Administration downtime in the event of a server failure, you must have a Contact Center Manager Administration resiliency plan in place. Your Contact Center Manager Administration resiliency plan minimizes the Contact Center Manager Administration downtime by offering solutions to protect data and quickly recover in the event of a server failure disaster such as a power outage or server malfunction. In addition to offering protection from server failures, a resiliency plan helps you in the following scenarios:
To upgrade to newer versions of Contact Center Manager Administration, so you can revert back to the previous version of the software, if necessary.
To roll back erroneous data.
To migrate your Contact Center Manager Administration to a new server.
Best practices for Contact Center Manager Administration resiliency There are two strategies that you can build into your Contact Center Manager Administration resiliency plan, depending on the specific requirements of your contact center. 1.
Schedule backups of your Contact Center Manager Administration data at regular intervals and store the backup files to a secure location (recommended for all contact centers).
2.
Install a replicating server with the same Contact Center Manager Administration version and Service Update as the primary server (optional).
Installing a replicating server is not a replacement for scheduling backups of your Contact Center Manager Administration data at regular intervals. For information, see “About installing a replicating server (optional)” on page 1625.
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About scheduling backups of your Contact Center Manager Administration data (recommended for all contact centers) When you back up your Contact Center Manager Administration data files, you save Contact Center Manager Administration data from a specific point in time to a secure location such as tape drive or a network drive. In the event of a server failure, you can restore your backup files to your Contact Center Manager Administration server, resulting in minimal loss of data. It is important that all contact centers schedule backups of their Contact Center Manager Administration data at regular intervals. Nortel recommends that you back up your contact center data at least once a day (or more frequently, based on your contact center requirements). Nortel also recommends that you perform backups during periods of low activity. Scheduling backups of your Contact Center Manager Administration data at regular intervals minimizes loss of data in the event of a server failure. However, restoring backup files to your existing server (or to a new server in the case of a serious server malfunction) takes time, resulting in an interruption of access to your Contact Center Manager Administration application while the restoration process takes place. If minimal Contact Center Manager Administration downtime is an important requirement in your contact center, consider installing a replicating server as an additional strategy to support your Contact Center Manager Administration resiliency plan. About installing a replicating server (optional) Active Directory Application Mode (ADAM) is a Microsoft information storage framework. Contact Center Manager Administration stores some of its data files in ADAM.
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During an installation of Contact Center Manager Administration, you can choose to replicate ADAM files from an existing Contact Center Manager Administration server. Replication provides additional resiliency of the Contact Center Manager Administration data by allowing objects created in one Contact Center Manager Administration ADAM instance to be automatically copied to any other Contact Center Manager Administration ADAM instance to which it is joined through replication. ATTENTION
Replication is possible only when the primary server and the replicating servers are members of the same domain. If your primary server is installed as a workgroup, you must first change the primary server to a domain before attempting to install a replicating server.
In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access to all data files stored in ADAM from the primary server. Replication lets Contact Center Manager Administration users immediately point their browser to the replicating Contact Center Manager Administration server and maintain a level of productivity with minimal interruption. It is important to understand that ADAM replication is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you install a replicating server, for the following reasons:
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Not all Contact Center Manager Administration data files are replicated. You cannot use replication to roll back data to a specific point in time, which may be required.
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Section A: About replicating servers
In this section Overview
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About Active Directory Application Mode replication
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How to set up ADAM replication
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Active Directory Application Mode and service accounts
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How to stop and start Active Directory Application Mode replication
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Overview In addition to scheduling backups of your Contact Center Manager Administration data files, you can install a replicating server. In the event of a failure on the active Contact Center Manager Administration server, a replicating server provides immediate access all data files stored in ADAM from the primary server. Contact Center Manager Administration users can use replication to immediately point their browser to the standby Contact Center Manager Administration server and to maintain a level of productivity without minimal interruption of access to the Contact Center Manager Administration application. Note that ADAM replication is not a replacement for scheduling regular backups of your Contact Center Manager Administration data. You must still schedule backups on your primary server even if you have a standby server installed with replication enabled, for the following reasons:
Not all Contact Center Manager Administration data files are replicated. You cannot use replication to roll back data to a specific point in time, which may be required.
This section details background information about Active Directory Application Mode (ADAM) and about service accounts. Preinstallation, installation, and postinstallation steps to install a replicating server are detailed in Chapter 6, “How to install and configure the replicating server (optional)”.
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About Active Directory Application Mode replication Active Directory Application Mode (ADAM) is a Microsoft information storage framework, and runs as a non-operating system service. The server on which it is installed does not have to be a domain controller. Instead, ADAM can be installed on a Contact Center Manager Administration server that is a member of an existing domain (even an existing NT domain). In Contact Center Manager Administration, you can replicate the following data files that are stored in ADAM:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
For more information about ADAM, see the Microsoft Web site at www.microsoft.com. After you install ADAM on the Contact Center Manager Administration server, to consult the ADAM online Help, click Start > All Programs > ADAM > ADAM Help.
Active Directory Application Mode and replication Replication means that you share the data stored in one ADAM instance, back and forth with another ADAM instance, ensuring that the replicated data is the same across both servers. While you may have access to multiple ADAM instances, and multiple Contact Center Manager Administration-specific ADAM instances, each Contact Center Manager Administration server can have only one Contact Center Manager Administration-specific ADAM instance. To
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maintain the integrity of your Contact Center Manager Administration data, you can replicate a Contact Center Manager Administration-specific ADAM instance only with one or more other Contact Center Manager Administrationspecific instances of ADAM. Replication helps to ensure the resiliency of the Contact Center Manager Administration data that is stored on the Contact Center Manager Administration server by allowing objects created in one Contact Center Manager Administration ADAM instance to be automatically copied to any other Contact Center Manager Administration ADAM instance to which it is joined through replication. In this way, replication can help you to recover in the event of a Contact Center Manager Administration server failure by providing immediate access to all information stored in ADAM. A standby server with replication enabled lets Contact Center Manager Administration users immediately point the browser to a secondary Contact Center Manager Administration server and maintain a level of productivity. Do not use replication as your only method of backing up Contact Center Manager Administration data for the following two reasons:
Not all Contact Center Manager Administration data is replicated. You cannot use replication to roll back data to a specific time, which may be required.
ATTENTION
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Replication is possible only when the primary server and the replicating servers are members of the same domain. If your primary server is installed as a workgroup, you must first change the primary server to a domain before attempting to install a replicating server.
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Active Directory Replication Monitor To monitor Active Directory replication issues, you can use the Active Directory Replication Monitor (ReplMon.exe). The Active Directory Replication Monitor is a graphical user interface tool that is included with Windows Server 2003 Support Tools. You can use the Active Directory Replication Monitor to view the status of Active Directory replication, verify replication topology, force synchronization between domain controllers, and monitor the status and performance of domain controller replication. For more information about replmon and about how to install, see the Microsoft Web site, www.microsoft.com.
Replicated data in Contact Center Manager Administration If you choose to replicate ADAM during your Contact Center Manager Administration installation, certain Contact Center Manager Administration data files are copied between replicated servers. The following data is replicated between servers within the same domain:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
The preceding list of data is exchanged between the Contact Center Manager Administration servers, so that if it is changed on one server, it is replicated to the other Contact Center Manager Administration servers. However, not all Contact Center Manager Administration data is stored in ADAM, and therefore cannot be replicated. In the event of a server failure disaster, you must restore these files from your backup files to the standby server. The data that is not replicated includes:
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
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user-created historical reports that are imported into Contact Center Manager Administration
real-time report exported files
Emergency Help exported files
Standard 10.15
Report Creation Wizard user-created formulas (stored in the file RCW.mdb) Report Creation Wizard user-created reports and report definitions
For information about how to back up Contact Center Manager Administration data, see Section C: “How to create CCMA data backups,” on page 1645.
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How to set up ADAM replication To set up ADAM replication, you must complete the following tasks: 1.
Install the Contact Center Manager Administration server software on the primary server without replication and as part of a domain. If the primary server is in a work group, you must move it into a domain before you can install the secondary replicating server.
2.
On the secondary server, log on to the domain as the administrator or as a user with administrative privileges.
3.
On the secondary server, install the Contact Center Manager Administration server software with replication and as part of the same domain as the primary server.
4.
While installing the Contact Center Manager Administration server software with replication on the secondary server, point the secondary server ADAM instance to the primary server ADAM instance.
Restrictions Note the following restrictions when setting up ADAM replication.
You cannot enable replication after you install ADAM. You can enable it during the install only. You can install only one instance of ADAM on a Contact Center Manager Administration server. You can point a Contact Center Manager Administration server ADAM instance to another Contact Center Manager Administration server ADAM instance only if you installed both instances with Contact Center Manager Administration. You cannot point the secondary server ADAM instance to the primary server ADAM instance after you install the secondary server; it must be done during the install.
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Active Directory Application Mode and service accounts When you install ADAM on the Contact Center Manager Administration server, ADAM runs as a service and requires a service account. The type of ADAM service account that you can choose during the ADAM installation depends on the Windows workgroup or domain environment into which you install ADAM, and whether this is the first instance that you install in your network, or if you replicate an existing instance. For Contact Center Manager Administration to function properly, the server on which ADAM is installed must not be a domain controller. If you install one instance of ADAM only, ADAM can be a member of a domain or a workgroup. However, to replicate an ADAM instance, both the first ADAM instance and the replicating ADAM instance must be in a domain. If you replicate an existing instance, then your choices for the service account for this new instance vary according to:
the Windows domain into which the original ADAM instance was installed
the service account chosen for the original ADAM instance
Before you install the first instance of ADAM (with replication), you must note the environment into which you install it. When you replicate an existing instance, you must note both the environment into which you install the replica instance and the type of service account chosen for the original instance. By default, ADAM is always installed as a network service account unless you manually change the service account settings to domain user or workstation user. Example: first ADAM instance If you install the first instance of ADAM within a Windows Server 2003 domain or forest, ADAM is installed as a network service account by default. To change the service account to a domain user or a workstation user, you must do so manually.
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Example: replica of existing ADAM instance If you install a replica of an existing Contact Center Manager Administration ADAM instance, your choices are limited according to the type of service account chosen of the original ADAM instance. For example, if the original ADAM instance was installed in a Windows NT 4.0 domain, and the service account chosen for it was a workstation user, then your only choice for the service account for the replicated instance is also a workstation user. By default, ADAM is always installed as a network service account unless you manually change the service account settings to domain user or workstation user. Therefore if you decide to move your first ADAM instance from a workgroup to a domain, the system will automatically install ADAM as a network service account. For more information, you can also consult the Microsoft documentation. The following table outlines the ADAM service account options that are available to you based on the environment into which you install ADAM:
Domain context
Service account (primary server)
Windows Server 2000 Network service domain or forest OR Windows Server 2003 Workstation user domain or forest Domain user Windows NT 4.0 domain
Default replication Service account authentication (secondary server) method
Network service or Domain user
Negotiated
Workstation user
Negotiated pass-through
Network service or Domain user
Negotiated
Workstation user Workstation user
Negotiated pass-through
Domain user
Negotiated
Domain user
By default, ADAM is always installed as a network service account unless you manually change the service account settings to domain user or workstation user.
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How to stop and start Active Directory Application Mode replication Times can arise when you need to stop and start ADAM replication. The following section describes how to stop and start replication.
Stopping replication on replicating servers Complete the following procedure on all replicating servers to stop replication. 1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To disable outbound replication, type repadmin /options +DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Starting replication Complete the following procedure on each replicating server to restart replication.
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1
Click Start > Run.
2
In the text box, type cmd.
3
Click OK.
4
Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5
To enable outbound replication, type repadmin /options -DISABLE_OUTBOUND_REPL.
6
Press Enter.
7
Close all windows to complete the procedure.
Contact Center Manager Administration
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Resiliency (backup, restore, and disaster recovery)
Section B: How to recover from a CCMA server failure
In this section Overview
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How to recover from CCMA failure (with no replicating server installed)
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How to recover from CCMA failure (with replicating server installed)
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Overview If the Contact Center Manager Administration server hardware fails, you need to restore your backup data quickly. ATTENTION
When you restore Contact Center Manager Administration data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the Contact Center Manager Administration server. For example, if your Contact Center Manager Administration server currently contains Contact Center Manager Administration Release 6.0, then you can restore a backup of Release 6.0 data only onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
The following procedures provide a quick overview of the steps required to recover from a server failure.
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How to recover from CCMA failure (with no replicating server installed) The following numbered list provides a quick reference to tasks that you must perform in the event of a Contact Center Manager Administration server failure when you do not have a replicating server installed. For detailed procedures for these tasks, see “How to restore data” on page 1675. 1.
If your Contact Center Manager Administration server is still functioning, you can restore data files to your existing Contact Center Manager Administration server. However, if you have a serious server malfunction and cannot restore data to your existing server, you need to install Contact Center Manager Administration on a new server and restore data files to the new Contact Center Manager Administration server. For information about installing Contact Center Manager Administration, see Chapter 3, “Install the software on the primary server.”
2.
On your existing Contact Center Manager Administration server or on the new server with Contact Center Manager Administration installed, shut down the SymposiumWC service.
3.
Perform a restore either using the appropriate backup and restore utility. For a list of backup files that you need to restore, see “Restoring data with the Nortel Backup and Restore utility” on page 1676. This data restore takes less than 5 minutes.
4.
Manually restart the SymposiumWC service.
5.
Manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration. At this point your Contact Center Manager Administration is operational except for scheduled information.
6.
Reactivate scheduled assignments. a) Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate.
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b) Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate.
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7.
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
8.
If you change the name of the Contact Center Manager Administration server after the installation on the new server (for example, to revert to the computer name of the source server), you must change the computer name in utilities that require the computer name. For step-by-step instructions, see “Change the Contact Center Manager Administration server name” on page 2092.
9.
Ensure that the computer name of the Contact Center Manager Administration server is correct on all client PCs.
Contact Center Manager Administration
December 2007
Resiliency (backup, restore, and disaster recovery)
How to recover from CCMA failure (with replicating server installed) The following numbered list provides a quick reference to the tasks that must be performed in the event of a Contact Center Manager Administration server failure when you have a replicating server installed. For detailed procedures for these tasks, refer to “How to restore data,” on page 1675. 1.
Update the URL that refers to the Contact Center Manager Administration server on all client PCs. For details about functionality that is immediately available from the replicating server, see “Functionality that is immediately available from the replicating server,” on page 1642.
2.
On each agent workstation, launch the Server IP Addresses Configuration window from Agent Desktop Display and switch to the standby server. For details, see “How to switch to the standby server in Agent Desktop Display” on page 1688.
3.
On the replicating server, perform a restore using the appropriate backup and restore utility. Important!: If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored on the replicating server. For a list of backup files that need to be restored, see “Backup files to be restored for full functionality after the replicating server is brought online” on page 1643. Restoring files takes less than five minutes.
4.
If you did not configure your Real-Time Reporting and Emergency Help settings on the replicating server, you must manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration.
5.
Reactivate scheduled assignments.
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a) Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate. b) Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate. 6.
If you have a Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
Functionality that is immediately available from the replicating server In a Contact Center Manager Administration server failure disaster with replication enabled, all of the information contained in ADAM is replicated to the secondary server. As a result, functions required for immediate operation of the contact center are maintained. The following functions are maintained and immediately available from the replicating server:
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Access and Partition Management User details, names, usernames, passwords, basic access rights, and assigned associated supervisors are maintained. Assigned partition information (that is, standard and user defined partitions) are maintained. All User Defined partitions information (that is, agents, applications, CDN, DNIS, report groups and skillsets) are maintained. Configured access class levels are maintained. Real-Time Displays Real-Time public and private displays are maintained. Public and private graphical displays and collections are maintained. Real-Time Display templates are maintained. Historical Reports Standard and custom report groups are maintained. Public reports are maintained. You must not add new custom report groups. Contact Center Management Contact Center Manager Administration
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Resiliency (backup, restore, and disaster recovery)
All agents, supervisors, agent-supervisor and agent-skillset assignments are maintained (these are stored on the Contact Center Manager Server).
Configuration All assignments are maintained. Scripting Scripts, script variables, and call routing are maintained (these are stored on the Contact Center Manager Server). Report Creation Wizard Report Creation Wizard can be used to create reports but these reports are lost after a restore. Existing user created reports and user created formulae are unavailable.
Backup files to be restored for full functionality after the replicating server is brought online The files and folders that are backed up are:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
(where <x> is the Contact Center Manager Administration install directory) In a server failure situation, the replicating server already contains a replicated version of ADAM and therefore ADAM files need to be excluded from the restore. Some Contact Center Manager Administration information is held in flat files or databases outside of ADAM. To enable all features in Contact Center Manager Administration you must restore the following files and folders to the replicating server:
Access and Partition Management—Restore Nortel Networks\Wclient\Apps\AccessMgmt\counter.xml Do not add new custom report groups before restoring this file. The file maintains a list of custom report IDs for ADAM. Adding new report groups can cause overwriting of existing custom reports.
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Historical Reporting—Restore Nortel Networks\WClient\Apps\Historical\data. Private historical reports, user-created historical reports and related filters are unavailable before folder restore. Scheduling data for historical reports is restored, but you must reactivate scheduled reports to reschedule the reports in the MS Windows Scheduler of the replicating Contact Center Manager Administration. Real-Time Reports—Restore Nortel Networks\Wclient\Apps\RealTime\Exports. Exported real-time graphical displays are stored in this folder location. All other Real-Time Display data is held in ADAM and therefore covered by replication. Contact Center Management—Restore Nortel Networks\WClient\Server\Common\Icedb\Schedule.mdb. Scheduling data for Contact Center Management for agent-supervisor and agent-skillset assignments are contained in this file. If you use XML Assignments, you must back up the user-defined folder location (on primary Contact Center Manager Administration) of the xml files you previously saved if you want to use them again. Configuration—Restore Nortel Networks\WClient\Server\Common\Icedb\Schedule.mdb. Routing table assignments are restored by same file as CCM assignments. Report Creation Wizard—Restore...\Nortel Networks\WClient\Server\RCW\data\RCW.mdb and ...\Nortel Networks\Wclient \Apps\Reporting\Historical\rpt\RCW
After you restore from a backup file, all previously configured information in the areas described are overwritten.
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Section C: How to create CCMA data backups
In this section Overview
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How to back up Contact Center Manager Administration data files
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How to back up Real-Time Reporting and Emergency Help configurations1669
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Overview Nortel recommends that all contact centers perform regular backups of Contact Center Manager Administration data files to a secure location such as a tape drive or network drive. You can help your contact center to recover from events, such as data loss and damage due to disk failures and power outages, by creating a backup of your contact center data. This applies to both data on the Contact Center Manager Administration server and on the server in Contact Center Manager Server. (This can be the same server if you work on a co-resident installation.) This section describes backup procedures for the Contact Center Manager Administration server. For information about how to backup files on the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
Why you need to back up data You must back up data in the following scenarios:
When you upgrade to newer versions of Contact Center Manager Administration, you must perform a backup just before upgrading so you can revert back to the previous version of the software, if necessary. When you need to migrate Contact Center Manager Administration data to a new server. When you want to roll back erroneous data. When you need to recover from catastrophic events (such as data loss and damage due to disk failures and power outages).
If you decide to install replicating server, you must still perform regular backups of the primary Contact Center Manager Administration server. Unlike ADAM replication, backups provide snapshots of your Contact Center Manager Administration data files at moments in time. Therefore, do not use ADAM replication as the only method of backing up Contact Center Manager Administration data for the following two reasons:
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Not all Contact Center Manager Administration data is stored in ADAM and therefore is not replicated. You cannot use replication to roll back data to a specific time, which may be required.
For more information about installing a replicating server, see Section A: “About replicating servers,” on page 1627.
Contact Center data files and servers When planning your backup strategy, it is useful to know which data is stored in Contact Center Manager Administration and which data is stored in Contact Center Manager Server, and the business consequences of a Contact Center Manager Administration or Contact Center Manager Server failure. Contact Center Manager Server data files Contact Center Manager Server data includes:
agents, supervisors, skillsets and all their related assignments (accessed through Contact Center Management) CDNs, DNISs and all the other data items (accessed through the Configuration component)
Because all of your user/agent assignments, CDNs, and DNISs are stored on the Contact Center Manager Server, if your stand-alone Contact Center Manager Administration server fails, calls continue to be routed according to your defined scripts and your contact center is still able to receive calls. Contact Center Manager Administration data files Contact Center Manager Administration data includes:
schedule information for historical reports partitions, access classes, report groups, and the Contact Center Manager Administration users
real-time display configuration data and real-time display filters
private historical reports
Contact Center Management scheduled assignment information
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When the Contact Center Manager Administration server fails, your supervisors and administrators cannot access the Contact Center Manager Administration application. Therefore in the event of a Contact Center Manager Administration server failure, access to real-time displays, agent desktop display, schedule information for historical reports is interrupted.
Contact Center Manager Administration data files Contact Center Manager Administration makes use of Active Directory Application Mode (ADAM) and other data files to store application data. The data files that are stored in ADAM are:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
The data files that are stored outside of ADAM are:
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
real-time report exported files
Emergency Help exported files
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user-created historical reports that are imported into Contact Center Manager Administration
Report Creation Wizard user-created formulas (stored in the file RCW.mdb)
Report Creation Wizard user-created reports and report definitions
Audit Trail events
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When to back up Contact Center Manager Administration data This section describes when to back up Contact Center Manager Administration data. Scheduling backups Nortel recommends that you back up your Contact Center Manager Administration data at least once a day (or more frequently, based on your contact center requirements) to avoid loss of data in the event of a server failure. Nortel also recommends that you schedule backups during periods of low activity. Synchronizing Contact Center Manager Administration backups with Contact Center Manager Server backups To ensure the proper functionality of Contact Center Manager Administration, your Contact Center Manager Administration data and your Contact Center Manager Server data must be synchronized. Therefore, each time you back up the Contact Center Manager Server database, you must perform a backup of the Contact Center Manager Administration server at the same time. Likewise, you must restore the Contact Center Manager Administration server and the Contact Center Manager Server database at the same time. However, because the Contact Center Manager Server data files do not change as often as Contact Center Manager Administration data files, it is possible to back up your Contact Center Manager Administration server without backing up Contact Center Manager Server at the same time, if required. Performing one-time backups You must perform a full backup of your Contact Center Manager Administration before you initiate major changes to your Contact Center Manager network if one of the following situations occurs:
You upgrade Contact Center Manager Administration
You migrate Contact Center Manager Administration to a new server
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Methods of backing up data You can choose from four options when backing up your Contact Center Manager Administration data. Choose the option that is most suitable for your organization. Nortel Backup and Restore utility You can use the Nortel Backup and Restore utility
to back up a preselected series of Contact Center Manager Administration files, including Historical Reporting files, ADAM files, and database files. to schedule either singular backup tasks or multiple backup tasks on a daily, weekly, or monthly basis.
Once you complete a backup, the backup file is automatically verified. You cannot use this utility to back up operating system files. If you need to back up other files, such as operating system files or data files that are not related to Contact Center Manager Administration, you must use the Windows Backup utility or the third-party backup utility of your choice. For details about using the Nortel Backup and Restore utility, see “Option 1: Backing up Contact Center Manager Administration data files by using the Nortel Backup and Restore utility” on page 1654. Microsoft Windows Backup Tool You can use the Microsoft Windows Backup Tool to back up the Contact Center Manager Administration data files. With this method, you select the data files that you need to back up. You can use this method to schedule backups on an ongoing basis. For details about using the Microsoft Windows Backup Tool, see “Option 2: Back up Contact Center Manager Administration data files using the Microsoft Windows Backup Tool” on page 1664.
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Third-party backup tool of your choice There are several other third-party tools that can perform similar back up functions. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. For details, see “Option 3: Known issues when backing up data using Veritas Backup Exec 9.1” on page 1666. ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Manually copying files You can manually copy the files to a secure storage location, such as a tape drive or a safe network drive. For details about manually copying files, see “Option 4: Backing up Contact Center Manager Administration data files by manually copying files” on page 1668. CAUTION Risk of loss of data .
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on a new server.
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Backing up Real-Time Reporting and Emergency Help Configuration settings In addition to backing up files using one of the options listed, you must take note of your Real-Time Reporting Configuration settings (IP Send Address and IP Receive Address) and your Emergency Help configuration settings whenever these settings change. Your Real-Time Reporting configuration settings and your Emergency Help configuration settings are manually reconfigured during the restoration process. For details, see “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669.
Backing up and restoring data on a co-resident server To keep data synchronized between Contact Center Manager Administration and Contact Center Manager Server on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a co-resident environment, when you perform a full backup of Contact Center Manager Server, the entire server is backed up, including Contact Center Manager Administration. This ensures that the data between the two applications is always synchronized. Whenever you perform a partial backup of Contact Center Manager Server, you must ensure that you also perform a backup of Contact Center Manager Administration. Furthermore, you must store both backups in the same location. For information about performing backups in Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
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Performing full backups of the Contact Center Manager Administration server Nortel also recommends that before you perform a migration or significant upgrade, that you make a complete backup of the entire Contact Center Manager Administration server including Active Directory Application Mode (ADAM) and the system state, by using the Microsoft Windows backup method, or by using a proven third-party backup tool of your choice. A full backup of the source server, including the system state, allows regression of the source server back to its original state, if required. If you encounter a problem with a migration or upgrade procedure, or if you encounter a product problem, you can use the full backup you create to return the source server to its original state, if required. For details about creating full backups of the application server, refer to Microsoft documentation or the documentation of the third-party backup tool of your choice.
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How to back up Contact Center Manager Administration data files To back up Contact Center Manager Administration data files, you can select one of the following options:
Back up data using the Nortel Backup and Restore utility—For details see, “Option 1: Backing up Contact Center Manager Administration data files by using the Nortel Backup and Restore utility” on page 1654. Back up data using the Microsoft Windows Backup Tool—For details see, “Option 2: Back up Contact Center Manager Administration data files using the Microsoft Windows Backup Tool” on page 1664. Back up data using a third-party backup option of your choice—For details, see “Option 3: Known issues when backing up data using Veritas Backup Exec 9.1” on page 1666. Back up data by manually copying files—For details, see “Option 4: Backing up Contact Center Manager Administration data files by manually copying files” on page 1668. CAUTION Risk of loss of data
.
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on a new server.
Option 1: Backing up Contact Center Manager Administration data files by using the Nortel Backup and Restore utility The Nortel Backup and Restore utility is automatically installed on the Contact Center Manager Administration server when you install the Contact Center Manager Administration software. When you back up the server with this utility, you can
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save a single file that is a snapshot of the preselected Contact Center Manager Administration files to a predefined file location on the server or to a location on another server in the same domain. To backup to another server in the domain, you must map a drive to that server. have write privileges on that server. save the preselected files to a tape drive. schedule automatic backups of data on a daily, weekly, or monthly basis to run during periods of low contact center activity. to synchronize Contact Center Manager Administration backups with scheduled Contact Center Manager Server backups. schedule multiple backup tasks.
You can then use the backup file to restore the Contact Center Manager Administration files to the state in which they were when the last scheduled backup occurred. After you complete the backup, the backup file is automatically verified. You can use this utility to back up the files located in the following folders (where C is the drive on which you installed Contact Center Manager Administration):
ADAM-specific data stored in the following folders: C:\Program Files\Microsoft ADAM\ C:\Windows\ADAM Historical reporting template files (both imported and custom) and Audit Trail event logs that are stored in the following folders: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\ C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb The Report Creation Wizard database files that are stored in the following folder: C:\Program Files\Nortel Networks\Wclient\Server\RCW\Data A record of displays for real-time reporting exported to the following folder:
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C:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime\Exports\
An index file for Custom Report Groups that is stored in the following folder: C:\Program Files\Nortel Networks\WClient\Apps\AccessMgt\AccessXML\ A record of displays for Emergency Help that is exported to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports\
The file Backup.bks lists all the individual files that you need to back up. This file is created when you run the utility and can be found at the following location: C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Backup.bks When you back up the files with this utility, the system creates a single file that you can then use to restore the individual files that were backed up on the server. By default, this file is called Restore.bkf and is located in the following default folder: C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Restore.bkf Nortel recommends that you change the name of the backup file to: CCMA6_[SUxx]_Restore.bkf where [SUxx] is replaced with the last SU or SUS installed. Backing up data using the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click Backup & Restore. Result: The Nortel Backup and Restore utility appears.
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Select the Backup tab. Result: The Backup window opens.
5
To save the backup file to a file location: a. Select the File option. b. Review the default location of the backup file, Restore.bkf. This is the file that the utility creates when you back up the Contact Center Manager Administration files. The file contains a snapshot of all Contact Center Manager Administration files that you back up. OR To change the default name or location of this file, click Browse and navigate to the location in which you want to store the file, and type a new file name, if desired. If the Contact Center Manager Administration server is in a domain, you can back up files to another server in that domain. To select a file location on another server in the domain, you must map a drive to that server and must have read/write privileges on that server. c. From the Archive Backup Files every list, select the number of backup files that you want to keep in the backup location. You can keep from 2 to 10 backups, or all backups. This provides you with the flexibility to retain only the most recent backups to save space in your backup location. For example, If you select 3 backups from the Archive
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Backup Files every list, the system retains only your most recent three backups in the backup location. OR To save the backup file to a tape drive: a. Select Tape. b. To determine the Media Pool name of the tape drive, click Start > Settings > Control Panel > Administrative Tools > Computer Management > Storage > Removable Storage > Media Pool > Backup. The Media Pool name is listed in Backup folder. c. In the Media Pool text box, type the Media Pool name of the tape drive. The Media Pool name must match the Media Pool name in the Backup folder. ATTENTION 6
Any tape in the media drive is overwritten.
Click Next. Result: The Schedule page appears.
7
Select one of the following backup schedule options:
Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)
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One Time Only (to schedule a one-time-only backup at a time in the future)
Run Now (to back up files immediately after you enter a valid username and password)
Result: Based on your selection, scheduling options appear below the schedule area.
8
Define the backup schedule, and then click Next. You can schedule a task only on the last day of the month that contains the least number of days. For example, if you want the backup to run every month, then you can schedule it to occur on day 28 only. However, if you clear February, then the last day of a monthly schedule is 30. If you clear April, June, September, and November, then the last day of a monthly schedule is 31.
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Result: The User Account with Administrative Privileges page appears.
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In the Username box, type a valid administrator username.
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In the Password box, type a valid administrator password. You must enter a username and password that are configured with administrative privileges on the server to which you back up. If you enter an invalid username and password, a window appears prompting you to reenter a valid username and password. If this occurs, click OK and reenter a valid username and password.
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If you selected a backup location on another server in a domain, from the Domain list, select the domain. The default option is this computer (for example, the Contact Center Manager Administration server that you are logged on to).
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Click Finish. Result: The system backs up the required files at the time you specified and stores the backup in the Restore.bkf file in the default location (or in the custom file name and location that you have chosen). For details about restoring the information in this file, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility,” on page 1676.
Note: To schedule multiple backups, repeat the backup procedure until you schedule all of your required backup tasks. Installation and Maintenance Guide
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To view and manage scheduled tasks in the Nortel Backup and Restore utility 1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
In the window, click Backup & Restore. Result: The Nortel Backup And Restore utility appears.
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Select the View Scheduled Tasks tab. Result: A list of your scheduled tasks appears including the status and the next scheduled run time of each task.
5
Highlight a task and select an action from the following options: To view the details of a task, click View Details. Result: A detailed log file of your task appears. To delete a task, click Delete Task. Result: A window appears asking you to confirm your choice. Click Yes to delete the task.
6
Click Close.
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Option 2: Back up Contact Center Manager Administration data files using the Microsoft Windows Backup Tool You can back up Contact Center Manager Administration data using the Microsoft Windows Backup Tool. As with the Nortel Backup and Restore utility, the Microsoft Windows Backup Tool has a scheduling component that you can use to schedule automatic backups of data, possibly to run during periods of low contact center activity, or to synchronize Contact Center Manager Administration backups with scheduled Contact Center Manager Server backups. Backing up data files using the Microsoft Windows Backup Tool For detailed information about the Microsoft Windows Backup Tool, go to the Microsoft Web site at www.microsoft.com. 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
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In the left pane, select the check box for each of the following files or folders (where <x> is the Contact Center Manager Administration install directory):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
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<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCW\Data
OR To back up the Audit Trail events log only, select <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb\ICELog.mdb. 5
In Backup destination, to back up files and folders to a file, choose File. This is selected by default. OR To back up files and folders to a tape, choose a tape device. If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you have no tape drive, or if your tape drive is not supported or detected, you can select a floppy disk drive or a location on your hard disk. To back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window.
6
7
In Backup media or file name, do one of the following:
If you back up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file.
If you back up files and folders to a tape, choose the tape you want to use.
From the menu, select Tools > Options. Result: The Options dialog box appears.
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Select the General tab.
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On the General page, select the Verify data after backup completes option.
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Click OK. Result: The Options dialog box closes.
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Click Start Backup. Result: The Backup Job Information window appears.
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Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
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Close all windows to complete the procedure.
To schedule backups, you must ensure that your backup tool lets you back up all these file types without requiring you to manually copy any of them. For more information about using the Windows Backup Tool or other backup strategies, see the Microsoft documentation at www.microsoft.com.
Option 3: Known issues when backing up data using Veritas Backup Exec 9.1 To back up the Contact Center Manager Administration data, you can use a third-party tool instead of the Nortel Backup and Restore utility or the Microsoft Windows Backup Tool. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to back up the Contact Center Manager Administration data. The information described here pertains to the Veritas Backup 9.1 software. ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you must note the following:
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Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Contact Center Manager Administration Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For instructions for changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and/or service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. To back up the Contact Center Manager Administration ADAM information with the Veritas Backup Exec tool, ensure that the ADAM service is running, and then select the Shadow Copy Components > User Data > Active Directory Application Mode > C:\Program Files\Microsoft ADAM\instance1\data where C:\Program Files\Microsoft ADAM\instance1\data is the instance that Symposium Web Client data uses. You must also back up all other directories detailed in the section “Backing up data files using the Microsoft Windows Backup Tool” on page 1664.
For more information, consult the online Help on the Veritas Web site at www.veritas.com.
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Option 4: Backing up Contact Center Manager Administration data files by manually copying files CAUTION Risk of loss of data .
You cannot back up Microsoft ADAM files by manually copying files. If you attempt to back up ADAM files by manually copying files, ADAM does not function when restored on a new server.
Back up the files in the folders in the following list (where <x> is the Contact Center Manager Administration install directory) to a secure storage location such as a tape drive or a safe network drive.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML Real-time display snapshots are stored as HTML files in the following default path: <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports Emergency Help snapshots are stored as HTML files in the following default path: <x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
The Audit Trail events log is contained in the folder <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb. To back up the Audit Trail events log only, select the <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb\ICELog.mdb file only.
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How to back up Real-Time Reporting and Emergency Help configurations There are two Contact Center Manager Administration configuration settings that are stored in the Windows Registry:
Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) Emergency Help configuration settings
Because these settings do not change often and cannot be backed up using backup procedures, Nortel recommends that you take note of the Real-Time Reporting configuration settings (IP Send and IP Receive Addresses) and the Emergency Help configuration settings whenever these settings change (for example, after installing or upgrading Contact Center Manager Administration). These settings must be manually reconfigured during a restoration process. To back up Real-Time Reporting and Emergency Help configurations 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears.
2
In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
3
In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears.
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Take note of all settings in the RTR Registry Settings dialog box.
5
Close the RTR Registry Settings dialog box.
6
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
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Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears.
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8
Take note of all settings in the Emergency Help Registry Settings dialog box.
9
Close all windows to complete the procedure.
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Section D: How to restore CCMA data
In this section Overview
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How to restore data
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How to switch to the standby server in Agent Desktop Display
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How to change the computer name after installation
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Overview There are several scenarios in which it is necessary to restore Contact Center Manager Administration data, including:
If you recover from a Contact Center Manager Administration server hardware failure when Contact Center Manager Server data is being restored. If you move to a replicating server as a result of a failure on your primary Contact Center Manager Administration server. If you revert the Contact Center Manager Administration software back to a previous version. You must restore data to the same version of Contact Center Manager Administration as that which you backed up. If you make an error while entering Contact Center Manager Administration data and you need a previous version of the data (Contact Center Manager Administration data is all data excluding configuration data, scripts, and agents and supervisors). If you migrate Contact Center Manager Administration data to a new server.
Options for restoring Contact Center Manager Administration data You can restore data onto the Contact Center Manager Administration server in one of the following ways:
Use the Nortel Backup and Restore utility to restore the series of preselected Contact Center Manager Administration files that you backed up with this utility. Use the Microsoft Windows Backup Tool to restore your Contact Center Manager Administration data. Manually restore the files. Use a third-party tool such as Veritas Backup 9.1 to restore your Contact Center Manager Administration data.
Choose the method that best suits your organization. 1672
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Synchronizing the restoration of Contact Center Manager Server data and Contact Center Manager Administration data To prevent synchronization issues, you must restore the Contact Center Manager Administration data whenever you restore the Contact Center Manager Server data. To restore the Contact Center Manager Administration data, follow the procedure outlined in “How to restore data” on page 1675. Also, you must ensure that the Contact Center Manager Administration data was backed up at the same time as the Contact Center Manager Server data was backed up. Because Contact Center Manager Server backups may be scheduled to occur automatically when the contact center is not busy, and possibly when an administrator is not available, you must ensure that you also schedule Contact Center Manager Administration backups to occur at the same time as these backups. For information about scheduling a Contact Center Manager Administration backup, see Section C: “How to create CCMA data backups,” on page 1645. Note: Because the backups must occur at the same time, you must ensure that the time of the servers in question is synchronized when scheduling a backup.
Restoring data on a co-resident server ATTENTION
Do not install the Veritas Backup 9.1 software on coresident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a coresident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
To keep data synchronized between Contact Center Manager Server and Contact Center Manager Administration on a co-resident server, you must ensure that whenever you back up one application, you also back up the other at the same time.
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In a co-resident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Contact Center Manager Server and Contact Center Manager Administration applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Contact Center Manager Server. Nortel does not specifically recommend any tool for its compatibility with Contact Center Manager Server. Whenever you perform a partial backup of Contact Center Manager Server, you must ensure that you also perform a backup of Contact Center Manager Administration. Furthermore, you must store both backups in the same location. To restore of data on a co-resident server, the procedure is the same as restoring data on a stand-alone, with the exception that the restoration of data on the Contact Center Manager Administration server must be synchronized with the restoration of data on the Contact Center Manager Server. For information about performing backups in Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide.
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How to restore data To restore data in the event of a server failure or to revert to a previous snapshot of Contact Center Manager Administration data, you can select one of the following options:
Restore data using the Nortel Backup and Restore utility—For details, see “Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility” on page 1676. Restore data using the Windows Backup Tool—For details, see “Option 2: Restoring data files using the Windows Backup tool” on page 1681. Restore data by manually restoring files—For details, see “Option 3: Restoring files by manually restoring files” on page 1684. Restore data using a third-party tool such as Veritas Backup 9.1—For details, “Option 4: Restoring files using the Veritas Backup Exec 9.1 tool” on page 1685.
ATTENTION
When restoring Contact Center Manager Administration data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the Contact Center Manager Administration server. For example, if your Contact Center Manager Administration server currently contains Contact Center Manager Administration Release 6.0, then you can only restore a backup of Release 6.0 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you corrupt your server.
You can use the instructions in this section to restore Contact Center Manager Administration data from a primary server and restore the same data to a new Contact Center Manager Administration server. You can use this procedures in this section to:
recover from a system failure if your Contact Center Manager Administration server fails completely (for example, due to serious hardware failure)
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restore data to the replicating server if a failure occurs on your primary server restore Contact Center Manager Administration data onto the same server from which it was backed up (for example, to roll back erroneous data or recover from a data loss issue) restore Contact Center Manager Administration data to a new server if you perform a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with the Nortel Backup and Restore utility When you back up Contact Center Manager Administration data with the Nortel Backup and Restore utility, it creates a single file with the default name of Restore.bkf. If you need to restore the Contact Center Manager Administration data to its original state when you backed up the files, you can launch the utility and navigate to this file. Restoring data with the Nortel Backup and Restore utility ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
On the Contact Center Manager Administration server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Configuration window appears.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
In the window, click Backup & Restore. Result: The Nortel Backup and Restore utility appears.
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4
Click the Restore tab.
5
Click Restore Files.
Standard 10.15
Result: The Windows Backup utility launches. 6
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Click the Restore and Manage Media tab.
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7
In the left pane, select the most recent backup file (or the file containing the data that you want to restore, if not the most recent file).
8
Expand this file fully by clicking the plus sign (+) beside it. The file name expands to reveal a series of files.
9
Place a check mark beside the files that you want to restore. To select all the files, place a check mark beside the parent file name. When you restore data on a server on which ADAM replication is enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored, as shown in the figure Restore and Manage Media.
10
Ensure that the option to always replace the files on the computer is selected.
11
Ensure that Original location appears in the Restore files to list.
12
Click Start Restore. Result: The system restores the files. If you did not stop the SymposiumWC service prior to the restore, you must restart your computer when prompted.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If your registry settings are unchanged, you can skip to step 15. If you restore to a new server, or if your registry settings are corrupted or overwritten, you need to manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must be the same as they were prior to the data restoration. a. Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears. b. In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane.
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c. In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears. d. Reenter all settings in the RTR Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669. e. Click OK. f.
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
g. Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears. h. Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669.
15
i.
Click OK.
j.
Close all windows.
You must now reactivate historical reports and scheduled events. a. Launch the Historical Reporting component in Contact Center Manager Administration. b. In the scheduled events window, select all the scheduled assignments. c. Click Activate. d. Launch the Contact Center Management component in Contact Center Manager Administration. e. Open each scheduled assignment and reactivate.
16
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
17
Restart the SymposiumWC service. If Contact Center Manager Administration is on a Stratus Server, you may need to restart the iceRTDService for real-time displays to function correctly.
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Option 2: Restoring data files using the Windows Backup tool As of the date of publication of this guide, you can find this documentation at www.microsoft.com. Restoring data files using the Windows Backup Tool ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Restore and Manage Media tab. Result: The Restore and Manage media window appears.
4
Click Tools > Options. Result: The Options window appears.
5
Click the Restore tab.
6
Select Always replace the file on my computer. When you use the Windows Backup Tool to restore the Contact Center Manager Administration data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you use the Restore Wizard in the Advanced Options “How To Restore” page.
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7
Click Apply.
8
Click OK.
Standard 10.15
Result: The Restore and Manage Media window reappears with the text “If files exist: Always replace” appearing in the lower part of the window. 9
In the left pane, browse to the backup file (.bkf) to restore. For more information about creating backups, see Section C: “How to create CCMA data backups,” on page 1645. When you restore data on a server on which ADAM replication is enabled, you must not restore any ADAM-specific data because you overwrite the replicated data. If you did not clear the two locations C:\Program Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when you performed a backup, you must clear these files from the list of files to be restored so that they are not restored replicating server. When you clear these files, a gray check mark remains beside them, indicating that they are not going to be restored.
10
Click Start Restore. Note: If the Contact Center Manager Administration server is not running in a replication environment, an authoritative restore is not required. However, if the Contact Center Manager Administration server is running in a replication environment, an authoritative restore may be required. For more information about authoritative restoration, see the Microsoft ADAM online Help. Result: The Confirm Restore window appears.
11
Click OK. Result: The Restore Progress window appears and informs you when the restore process is complete.
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12
Close all windows.
13
Update the url that refers to the Contact Center Manager Administration server on all client PCs.
14
If you have already configured your Real-Time Reporting and Emergency Help settings to match the settings prior to data restoration, you can skip this step and proceed to step15. If not, you must manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration.
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a. Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Configuration window appears. b. In the left pane, click on the Real-Time Reporting folder. Result: The RTR Registry Settings icon appears in the right pane. c. In the right pane, click RTR Registry Settings icon. Result: The RTR Registry Settings dialog box appears. d. Reenter all settings in the RTR Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669. e. Click OK. f.
In the left pane of the Configuration window, click on the Emergency Help folder. Result: The Emergency Help Registry Settings icon appears in the right pane,
g. Click on Emergency Help Registry Settings icon. Result: The Emergency Help Registry Settings dialog box appears. h. Reenter all settings in the Emergency Help Registry Settings dialog box that you noted in “How to back up Real-Time Reporting and Emergency Help configurations,” on page 1669.
15
i.
Click OK.
j.
Close all windows.
You must now reactivate historical reports and scheduled events. a. Launch the Historical Reporting component in Contact Center Manager Administration. b. In the scheduled events window, select all the scheduled assignments. c. Click Activate. d. Launch the Contact Center Management component in Contact Center Manager Administration. e. Open each scheduled assignment and reactivate.
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16
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments.
17
Restart the SymposiumWC service. If Contact Center Manager Administration is on a Stratus Server, you may need to restart the iceRTDService for real-time displays to function correctly.
Option 3: Restoring files by manually restoring files Restore the files in the folders in the following list from your backup file location or tape drive. ATTENTION
If you restore data on a server that does not have replication enabled, you must shut down the SymposiumWC service before starting the restoration procedure. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as NETWORK SERVICE). If you do not maintain permission properties, the SymposiumWC service does not start. You must manually restart the SymposiumWC service after you complete the restoration.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
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<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports
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<x>:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports <x>:\Program Files\Microsoft ADAM\instance1\
If Contact Center Manager Administration is on a Stratus Server, after you restore the data, you may need to restart the iceRTDService for real-time displays to function correctly.
Option 4: Restoring files using the Veritas Backup Exec 9.1 tool ATTENTION
Do not install the Veritas Backup 9.1 software on co-resident systems containing Contact Center Manager Server and Contact Center Manager Administration as it prevents the NBNM service from starting up. In addition to this problem, if you use Veritas Backup 9.1 to restore Contact Center Manager Administration data on a co-resident system, it has an adverse effect on the operation of the system and may require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use instead of the Microsoft Windows Backup Tool to back up and restore the Contact Center Manager Administration data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Contact Center Manager Administration data, you must note the following:
You must ensure that Restore over existing files is selected in the general properties for the restore job. For more information, consult the Veritas application online Help. The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache).
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To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (you cannot change the Contact Center Manager Administration Toolkit NameService port number). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel and third-party products). Then choose a port that does not cause a conflict between any of these products. For a list of ports used by Contact Center Manager Administration, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. For information about changing the Veritas Backup Exec default port number, see the Veritas support article at www.seer.support.veritas.com.
To avoid potential problems with Veritas Backup Exec 9.1, check www.seer.support.veritas.com for recommended service packs and consult www.nortel.com for the latest supported Veritas hotfix and service pack with Contact Center Manager Administration. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select Shadow Copy Components, as well as any hard drive components (Contact Center Manager Administration folders). When restoring data, you must ensure that Restore over existing files is selected in the general properties for the restore job. When you restore the Contact Center Manager Administration ADAM files (Shadow Copy Components), the SymposiumWC service is stopped automatically. You must manually restart the service after the restoration is complete.
After you restore your data, you must perform the following tasks:
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Manually reconfigure your Real-Time Reporting and Emergency Help configuration settings. These settings must the same as they were prior to the data restoration. Reactivate scheduled assignments. Launch the Historical Reporting component in Contact Center Manager Administration. In the scheduled events window, select all scheduled assignments and click Activate. Contact Center Manager Administration
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Launch the Contact Center Management component in Contact Center Manager Administration. Open each scheduled assignment and reactivate.
If you have Network Control Center (NCC), go to the Configuration component of Contact Center Manager Administration and reactivate all routing table scheduled assignments. If Contact Center Manager Administration is on a Stratus Server, you may need to restart the iceRTDService for real-time displays to function correctly.
For more information, consult the online Help on the Veritas Web site at www.veritas.com.
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How to switch to the standby server in Agent Desktop Display If you have a replicating server installed and if you configured your Agent Desktop Display with IP addresses for standby servers, use the following procedure to switch to the standby server in the event of a failure on the primary server.
Switching to the standby server in Agent Desktop Display 1
On each agent workstation, click Start > Programs > Agent Desktop Displays > Server IP Addresses Configuration. Result: The Server Configuration dialog appears.
2
Change the buttons to the appropriate standby server. Note: The IP addresses of the Standby server are configured when Agent Desktop Display is installed and configured on the client PC.
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How to change the computer name after installation If you change the Contact Center Manager Administration server name after installation, you must perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name. To change the Contact Center Manager Administration server name on a standalone server, see “Change the Contact Center Manager Administration server name” on page 2092. To change the Contact Center Manager Administration server name on a server that is co-resident with Contact Center Manager Server, see “Change the co-resident server name” on page 2058.
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Contact Center Manager Administration
Chapter 15
Working with CCMA events In this chapter Overview
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Configuring SNMP on the server
1694
Selecting the events to be forwarded
1697
Configuring the NMS
1704
Using the Windows Event Viewer
1705
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Standard 10.15
Overview Events are log entries that record activities on Contact Center Manager Administration, such as
sending or receiving messages
opening or closing applications
errors
Some events are for information purposes only, while others can indicate problems. Events are categorized by severity. Contact Center Manager Administration uses Simple Network Management Protocol (SNMP) and Event to Trap Translator (both packaged with the Windows 2003 operating system) to trap and forward Contact Center Manager Administration events to the Network Management System (NMS). Use the Windows Event Viewer to view the events. This chapter explains how to configure the Windows Simple Network Management Protocol (SNMP) on the server, and how to select events for forwarding to the NMS using Event to Trap Translator.
Event severity Events are assigned a default severity of Information, Minor, Major, or Critical. The Alarm Monitor does not report Information-level events. Information These events indicate that something noteworthy has happened on the system, but do not mean that there is a problem. For example, an information-level event can indicate that a service has started or stopped. These events appear in the Event Browser but not in the Alarm Monitor. Minor These events indicate that a non-service-affecting fault condition exists and that you must take corrective action to prevent a more serious fault. For example, a minor event is generated when the file system is 90 percent full. 1692
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Major These events indicate that a service-affecting condition has developed and an urgent corrective action is required. The event condition can cause severe degradation in server performance, and you must restore full capacity. For example, a major event is generated when the file system is 100 percent full. Critical These events indicate that a service-affecting condition has occurred and an immediate corrective action is required. Critical events are reported when a component is completely out of service and you must take immediate action to restore it. For example, a critical event is generated when the file system crashes.
Simple Network Management Protocol Contact Center Manager Administration also supports Simple Network Management Protocol (SNMP) traps. You can use SNMP to send events to a Network Management System (NMS) on your network.
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Standard 10.15
Configuring SNMP on the server Windows Server 2003 provides a Simple Network Management Protocol (SNMP) agent, which runs as a service on the Contact Center Manager Administration 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:
Configure the Windows SNMP service on the server (see “To configure the Windows SNMP service” on page 1694). Select the types of events to be forwarded to the NMS (see “To select the types of events to be forwarded” on page 1697). Configure the NMS. For more information about configuring your NMS to receive and interpret traps, consult your NMS documentation.
To configure the Windows SNMP service 1
Log on to the server as Administrator.
2
Click Start > Programs > Administrative Tools > Services. Result: The Services window appears.
3
From the list of Services, select the SNMP Service.
4
Click Action > Properties. Result: The SNMP Service Properties window appears.
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5
Click the Traps tab.
6
If no community name is defined, in the Community name box, type public.
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
In the text box, 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 the SNMP Trap Service.
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13
Standard 10.15
From the resulting menu, click Start. Result: The SNMP Trap Service starts.
14
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Close the Services window.
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Selecting the events to be forwarded Use the Event to Trap Translator (evntwin.exe) that is packaged with Windows Server 2003 to select the events to be forwarded to the Network Management System (NMS).
To select the types of events to be forwarded 1
Click Start > Run.
2
In the command box, type evntwin. Result: The Event to Trap Translator window appears.
3
Under Configuration type, select Custom.
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4
Standard 10.15
Click Edit. Result: The Event Sources and Events are displayed in the lower section of the window.
5
Under Event sources, click the Application folder. Result: The Application folder expands.
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6
Working with CCMA events
Click the CCMA folder. Result: A list of Contact Center Manager Administration events is displayed in the Events section of the window.
7
From the list of Contact Center Manager Administration events, doubleclick the Contact Center Manager Administration event that you want to convert to SNMP trap.
8
Click OK on the Properties dialog window if no change is required for the Generate trap. Note: The default setting is to generate trap if the event reaches 1. Result: The selected event appears in the Events to the translated into traps list in the upper section of the window.
9
Repeat steps 7 and 8 for each event that you want added to the list of events to be translated into traps. Note: For a list of recommended events to be translated into traps, see “Recommended operating system events to be converted to SNMP traps,” on page 1700 and “Recommended Contact Center Manager Administration events to be converted to SNMP traps,” on page 1701.
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Recommended operating system events to be converted to SNMP traps For a complete list of operating system event codes, refer to Appendix A, “Event Codes.” Event
ISS Service Failure
Event ID
Severity
Source
7031
Critical
Service Description: The World Wide Web Control Publishing Service service terminated Manager unexpectedly.
Description and mitigation
Mitigation: Specify a recovery action of restart for the Service. IIS Service Failure
7031
Critical
Service Description: The IIS Admin Service Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ADAM Service 7031 Failure
Critical
Service Description: The SymposiumWC Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Real Time Information Service Failure
7031
Major
Service Description: The IceRTDService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ICE Assignment 7031 Service Failure
Major
Service Description: The ICE Assignment Control service terminated unexpectedly Manager Mitigation: Specify a recovery action of restart for the Service.
Emergency Help Service Failure
Major
Service Description: The IceEmHlpService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
1700
7031
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Event
License Manager Service Failure
Event ID
Severity
Source
7031
Major
Service Description: The CCMA LMService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Description and mitigation
Recommended Contact Center Manager Administration events to be converted to SNMP traps For a complete list of Contact Center Manager Administration event codes, refer to Appendix A, “Event Codes.”. Event ID
Severity
Source
Description
101
Critical
CCMA
Registry key \SOFTWARE\Nortel\RTD can not be created or opened!
102
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be read!
103
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be read!
104
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be read!
105
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be written!
106
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be written!
107
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be written!
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Standard 10.15
Event ID
Severity
Source
Description
108
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be written!
109
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be read!
110
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be written!
111
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be read!
112
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be written!
113
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be read!
119
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be written!
120
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be read!
121
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be written!
122
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be read!
125
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be written!
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Event ID
Severity
Source
Description
126
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be read!
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Working with CCMA events
Standard 10.15
Configuring the NMS After you configure SNMP on the server and select the events for forwarding, you must configure the NMS to receive and interpret traps. For information about configuring your NMS, refer to your NMS documentation.
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Working with CCMA events
Using the Windows Event Viewer Use the Windows Event Viewer on the server to view events generated by the Contact Center Manager Administration server. For more information about the Event Viewer, refer to the documentation supplied with the Windows operating system.
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Working with CCMA events
1706
Standard 10.15
Contact Center Manager Administration
Chapter 16
Working with domains and workgroups In this chapter Overview
1708
Deciding between a workgroup and a domain
1710
Changing the network settings of your server from workgroup to domain 1712 Changing the network settings of your server from domain to workgroup 1719
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Working with domains and workgroups
Standard 10.15
Overview This chapter provides information that helps you decide whether to place your Contact Center Manager Administration server in a workgroup or a domain. It also provides procedures for changing your server from a domain member to a workgroup member and vice-versa.
Defining workgroups and domains Domain A domain is a grouping of accounts and network resources under a single domain name and administrative boundary. Workgroup A workgroup is a more basic grouping, intended to help users find objects such as printers and shared folders within that group.
Workgroups, domains and Contact Center Manager Administration In previous releases of Symposium Web Client installed on Windows 2000, the Symposium Web Client server had to be a domain controller. Having the Symposium Web Client server as a member of a workgroup was not an option. With Symposium Web Client 4.5 or Contact Center Manager Administration installed on Windows 2003, you now can place your server in a workgroup in addition to the option of placing your server in a domain. However, there are some networking limitations when you place the Contact Center Manager Administration in a workgroup. For example, you cannot replicate ADAM if your Contact Center Manager Administration server is placed in a workgroup.
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December 2007
Working with domains and workgroups
Domain group policies and the Contact Center Manager Administration server It is optional whether the Contact Center Manager Administration software server is a member of a domain. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the Contact Center Manager Administration installation and server. Because Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the Contact Center Manager Administration server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, then you can define the security policies in the Organizational Unit (OU) of the Contact Center Manager Administration server and combine this with the local server security policies for an effective security setting. You may need to adjust your group policies for Contact Center Manager Administration or exclude the Contact Center Manager Administration server from a specific group policy if conflicts are identified. For more information about group policies and Contact Center Manager Administration, see the Contact Center Manager Security Guide. This guide is available to distributors and channel partners who have access to the Partner Information Center Web site at www.nortel.com/pic.
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Working with domains and workgroups
Standard 10.15
Deciding between a workgroup and a domain If you place your Contact Center Manager Administration server in a domain, your administration is centralized and you can access associated Windows networking functionality. If you place your Contact Center Manager Administration server in a workgroup, you lose some of the networking capabilities that are specific to domains, but you gain more local administration control of the server. Whether your Contact Center Manager Administration server is part of a workgroup or a domain determines some of the network functions available to you related to ADAM replication and report synchronization options. The table lists the differences in networking functionality available when your Contact Center Manager Administration server is part of a domain and when the Contact Center Manager Administration server is part of a workgroup. NETWORK FUNCTIONALITY
WORKGROUP
DOMAIN
ADAM replication
NOT AVAILABLE
AVAILABLE
Report synchronization options
2 options:
3 options:
Local User Accounts
Everyone Group
Domain User Account Local User Accounts (IUS_SWC and iceAdmin) Everyone Group
If you decide to place your Contact Center Manager Administration server in a workgroup, ADAM replication is not possible and your report synchronization options cannot be configured to use the domain user account.
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Mixed workgroup and domain environments You also can place the Contact Center Manager Server in a workgroup or a domain. There are no issues when configuring your Contact Center Manager Administration server and your Contact Center Manager Server in mixed workgroup and domain environments. That is, you can place your Contact Center Manager Administration server in a domain and place your Contact Center Manager Server in a workgroup and vice-versa with no negative effect on Contact Center Manager Administration functionality.
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Working with domains and workgroups
Standard 10.15
Changing the network settings of your server from workgroup to domain It is possible to change the network settings of your Contact Center Manager Administration server from workgroup to domain with no negative effect on your Contact Center Manager Administration server. If you change your Contact Center Manager Administration from a workgroup member to a domain, you can access the following network functionality:
ADAM replication
Report synchronization can be configured to use the Domain User Account
Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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2
Working with domains and workgroups
Click the Computer Name tab. Result: The Computer Name page appears
3
To add the server to a domain, click Change. Result: The Computer Name Changes dialog box appears.
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Working with domains and workgroups
Standard 10.15
In the Computer Name Changes window, you can change the computer name and its domain or workgroup affiliation. 4
To add the server to an existing domain, select the Domain option, and then type the name of the domain (you must provide the fully qualified domain name of the domain, which includes the prefix and suffix).
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to join the domain.
6
In the User name box, type the user name.
7
In the Password box, type the password.
8
Click OK. Result: A window appears welcoming you to the domain that you specified.
9
Restart the server when prompted to do so.
Synchronizing the user report templates When the Contact Center Manager Administration server is moved from workgroup to domain, you must ensure that the user imported report templates are synchronized. You have three options for ensuring that the user imported report templates are synchronized after moving the Contact Center Manager Administration server from workgroup to domain.
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Option 1: Replace the Contact Center Manager Administration IIS directory service account with the domain account To replace the Contact Center Manager Administration IIS directory service account with the domain account, complete the following tasks: 1.
On the Contact Center Manager Administration server, complete the procedure “Setting the directory security account of the server default Web site to the network domain account,” on page 202.
2.
On the network PC, share the network folder with read permissions for the domain security account. For details see, “Option 2: Sharing the network folder with Read permissions for the domain/directory security account used for Contact Center Manager Administration server,” on page 212.
3.
Revoke the share permissions from the IUSR_SWC and iceAdmin accounts on the report folders on the network PC (if applicable).
4.
Revoke the share permissions from the “Everyone” group on the shared folder on the network PC.
5.
Disable Guest account from the network PC.
6.
Remove the local IUSR_SWC and iceAdmin accounts from the network PC.
Option 2: Continue to use the read permission for local IUSR_SWC and iceAdmin accounts on the network PC If you choose this option, no changes are required on the Contact Center Manager Administration or the network PC. Option 3: Continue to use read permission for “Everyone” group on the network PC If you choose this option, no changes are required on the Contact Center Manager Administration or the network PC. Note: If the network PC is on the workgroup, the synchronization of reports may not work.
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Working with domains and workgroups
Standard 10.15
Setting up a domain account for exporting scheduled reports to a domain server To export scheduled reports to a domain network PC, you must set up a domain account in the iceAdmin Password Change Utility on the Contact Center Manager Administration server. Before you perform this procedure:
The Contact Center Manager Administration server must be a member of the network domain and cannot be a member of a workgroup. You must be logged on as a user with administrator privileges.
Setting up a domain account in the iceAdmin Password Change 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
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4
Working with domains and workgroups
In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change window appears.
5
Click Domain Account. Result: The Optional Domain Account Setup window appears.
6
From the Select Domain Name select a domain to add.
7
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
8
In the Enter Domain Account Password box, type the domain account password.
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Working with domains and workgroups
Standard 10.15
You must enter the correct domain account password. If the password is incorrect, the system does not proceed. 9
In the Confirm Domain Account Password box, retype the domain account password.
10
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
1718
11
Click OK.
12
Close all windows to complete the procedure.
Contact Center Manager Administration
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Changing the network settings of your server from domain to workgroup If you change your Contact Center Manager Administration from a domain member to a workgroup member, the following network restrictions apply:
ADAM replication is no longer possible. Report synchronization can no longer be configured to use Domain User Account. If your report synchronization is configured for this option, you must change the configuration settings for report synchronization to either Everyone Group or Local User Account.
Deleting the domain account configuration using the iceAdmin Password Change Utility 1
Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.
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Working with domains and workgroups
Standard 10.15
2
In the left pane, navigate to the IceAdmin Password Change folder by clicking the (+) sign next to the Nortel Networks folder and the (+) sign next to the Applications folder.
3
Click the IceAdmin Password Change folder in the left pane. Result: The IceAdmin Password Change window appears.
4
In the right pane, click the IceAdmin Password Change icon. Result: The iceAdmin Password Change dialog box appears.
5
Click Domain Account. Result: The Optional Domain Account Setup dialog box appears.
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6
Working with domains and workgroups
Click Delete. Result: The system deletes the domain account and reverts the scheduled report account to iceAdmin.
7
Click OK.
8
Close all windows to complete the procedure.
Changing the server from a domain member to a workgroup member 1
Click Start > Control Panel > System. Result: The System Properties dialog box appears.
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Working with domains and workgroups
2
Standard 10.15
In the System Properties window, click the Computer Name tab. Result: The Computer Name page appears.
3
To add the server to a workgroup, click Change. Result: The Computer Name Changes dialog box appears.
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Working with domains and workgroups
In the Computer Name Changes dialog box, you can change the computer name and its domain or workgroup affiliation. 4
Select the Workgroup option, and then type the name of the workgroup.
5
Click OK. Result: A dialog box appears asking you for a name and password with permission to remove the computer from the domain.
6
Type the name and password in the appropriate boxes.
7
Click OK. Result: A window appears welcoming you to the workgroup that you specified.
8
Restart the server when prompted to do so. Result: The server restarts. If you previously configured a domain account in the iceAdmin Password Change and did not delete the domain account configuration settings from the iceAdmin Password Change Utility before switching to a workgroup, a warning message appears when you restart. This message informs you that report jobs are activated using the local iceAdmin account. If this warning message appears, click OK to start.
Synchronizing the user report templates When the Contact Center Manager Administration server is moved from domain to workgroup, you must ensure that the user imported report templates are synchronized.
Installation and Maintenance Guide
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Working with domains and workgroups
Standard 10.15
Replacing the Contact Center Manager Administration IIS directory security account with the Windows local user account Complete the following tasks:
1724
1.
On the Contact Center Manager Administration server, complete the procedure “Adding the IUSR_SWC account as the anonymous user account for IIS,” on page 139.
2.
On the network PC, complete the procedure “Creating a shared network folder (Contact Center Manager Administration server part of a workgroup),” on page 193.
Contact Center Manager Administration
Chapter 17
Managing security In this chapter Overview
1726
iceAdmin password changes
1728
Configuring Data Execution Prevention
1734
Using Security Configuration Wizard and enabling Windows Firewall
1737
Configuring Internet Explorer
1772
Installing and Configuring URLScan
1777
Enabling Secure Sockets Layer on the CCMA server
1783
Applying security patches to the CCMA server
1789
Activate the Nortel Contact Center Security Template
1791
Installation and Maintenance Guide
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Managing security
Standard 10.15
Overview This section includes required and optional procedures that you can perform to increase the level of security on the Contact Center Manager Administration server. It does not include information about security issues that are external to the Contact Center Manager Administration server (for example, firewall setup and configuration). To help safeguard the Contact Center Manager Administration server against security threats, such as unauthorized individuals trying to access restricted information or authorized users accidentally altering or deleting files, you must identify and configure the correct security settings for the server. Where possible, Contact Center Manager Administration adheres to Microsoft published guidelines about securing Internet Information Server (IIS). However, because security policies vary from organization to organization, it is impossible to provide security recommendations that suit all businesses. The following security recommendations conform to best practice policies where possible, within the scope of the technology being used.
Security procedures included in this section This section includes the following security procedures:
using Security Configuration Wizard and enabling Windows Firewall (optional)
configuring Internet Explorer (required)
installing, configuring, and enabling URLScan (optional)
1726
configuring Data Execution Prevention (required)
enabling Secure Sockets Layer (SSL) on the Contact Center Manager Administration server (optional)
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December 2007
Managing security
The default installation of Windows Server 2003 on a newly partitioned server does not include the Everyone group. However, if you install the operating system on a partition that contains previous operating system elements, you must manually remove this account. For details, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide. Unlike in Windows 2000 Server, in which you can optionally replace the default anonymous Internet user account with an account of your choice, in Windows Server 2003 you must manually change the default anonymous Internet guest account to the IUSR_SWC account after you install Contact Center Manager Administration. Because this procedure is mandatory, it is covered in the installation section. For details, see Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138. For security information related to cookies, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. To ensure that your Internet browser cache settings are set correctly, follow the appropriate procedure for configuring your version of Internet Explorer. See Step 3. “Configure Internet Explorer” on page 267 for details.
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Managing security
Standard 10.15
iceAdmin password changes If you forget or misplace the iceAdmin password, you can use the procedure in this section to reset it. You can also use the first part of this procedure (steps 1 to 7) if you forget or misplace the password and you upgrade from Contact Center Manager Administration to a later release. During the upgrade process, the system prompts you to type the old iceAdmin password. At this point in the installation—and without halting the installation process—you can perform steps 1 to 7 in the following procedure, and then return directly to the upgrade installation, typing the iceAdmin password that you supply in step 6 in the following procedure as the old iceAdmin password in the upgrade installation. Manually resetting the password includes the following tasks:
1728
1.
Reset the password in Windows.
2.
Reset the password by using the iceAdmin Password Change utility that is provided with Contact Center Manager Administration.
Contact Center Manager Administration
December 2007
Managing security
Resetting the iceAdmin password in Windows 1
Log on to the Contact Center Manager Administration server as a user with administrator privileges.
2
On the Contact Center Manager Administration server, click Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
3
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
Installation and Maintenance Guide
1729
Managing security
4
Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
5
Locate and right-click the iceAdmin user.
6
From the menu, select Set Password. Result: The Set Password window appears.
1730
7
In the boxes provided, type the new password and confirm the password.
8
Click OK.
9
Close all windows to save your changes. Continue with the following steps to change the password using the iceAdmin Password Change Utility.
Contact Center Manager Administration
December 2007
Managing security
Changing the password using the iceAdmin Password Change Utility 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.
Installation and Maintenance Guide
1731
Managing security
3
Standard 10.15
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the same password that you used in step 7 of the previous procedure.
5
In the New Password box, type a new password for the iceAdmin user account.
6
In the Confirm Password box, type the new 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 do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR
1732
Contact Center Manager Administration
December 2007
Managing security
To export scheduled reports to a domain account, click Domain Account. Result: The Optional Domain Account Setup window appears.
Use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. 9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, reenter the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components. You can now return to the procedure for upgrading Contact Center Manager Administration.
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Managing security
Standard 10.15
Configuring Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
To configure Data Execution Prevention (DEP) on the Contact Center Manager Administration server Note: Nortel recommends that you perform this procedure before you install Contact Center Manager Administration.
1734
1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
Contact Center Manager Administration
December 2007
Managing security
Result: The System Properties window appears.
3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
Installation and Maintenance Guide
1735
Managing security
Standard 10.15
Result: The Performance Options window appears. 5
In the Performance Options window, click the Data Execution Prevention tab. Result: The Data Execution Prevention tab appears.
6
On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.
7
Click OK. Result: A warning window appears notifying you that you must restart the computer for changes to take effect.
8
Click OK. Result: The System Properties window reappears.
1736
9
Click OK to exit the System Properties window.
10
Restart the server to activate the change to the Data Execution Prevention settings.
Contact Center Manager Administration
December 2007
Managing security
Using Security Configuration Wizard and enabling Windows Firewall Windows Server 2003 with the latest supported service pack contains new security enhancements that impact Contact Center Manager Administration.
Security Configuration Wizard lets you configure server security based on existing server roles. The wizard identifies and stops services that are not required to perform existing server roles, which reduces Windows 2003 exposure to attack. Windows Firewall is the successor to Internet Connection Firewall. Windows Firewall is a host (or software) firewall around each client and server in the network. You must ensure that Windows Firewall is enabled in order that it can protect your network systems.
Nortel recommends that you install and run the Security Configuration Wizard on the Contact Center Manager Administration server after Contact Center Manager Administration is successfully installed and configured (including the required multicast and unicast configurations).
To ensure Security Configuration Wizard is installed on your server Note: Depending on your version of service pack for Windows 2003, the Security Configuration Wizard may or may not be installed by default on the operating system. Perform the following procedure to ensure Security Configuration Wizard is installed. 1
Click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove programs window appears.
2
In the left pane, click Add/Remove Windows Components. Result: The Windows Components Wizard appears.
3
In the list of components, find Security Configuration Wizard.
4
If the checkbox next to Security Configuration Wizard is selected, then Security Configuration Wizard is installed and you can proceed to “To use Security Configuration Wizard to secure the server,” on page 1738. If the
Installation and Maintenance Guide
1737
Managing security
Standard 10.15
checkbox next to Security Configuration Wizard is not selected, proceed to step 5. 5
In the list of components, select Security Configuration Wizard.
6
Click Next. Result: The Configuring Components window appears, followed by the Completing the Windows Components Wizard.
7
Click Finish.
8
Close all windows to complete the procedure.
To use Security Configuration Wizard to secure the server 1
Log on to Windows as Administrator.
2
Click Start > Administrative Tools > Security Configuration Wizard. Note: Security Configuration Wizard is not installed by default in all versions of Windows service packs. To install the Security Configuration
1738
Contact Center Manager Administration
December 2007
Managing security
Wizard, refer to “To ensure Security Configuration Wizard is installed on your server,” on page 1737. Result: The Welcome to Security Configuration Wizard window appears.
Installation and Maintenance Guide
1739
Managing security
3
Standard 10.15
Click Next. Result: The Configuration Action window appears.
4
1740
Select Create a new security policy.
Contact Center Manager Administration
December 2007
5
Managing security
Click Next. Result: The Select Server window appears.
6
In the Server field, ensure your local computer name is selected.
7
Click Next. Result: A progress bar appears indicating that the system is processing.
Installation and Maintenance Guide
1741
Managing security
8
Standard 10.15
When processing is complete, click Next. Result: The Role-Based Server Configuration window appears.
1742
Contact Center Manager Administration
December 2007
9
Managing security
Click Next. Result: The Select Server Roles window appears.
10
In the list of installed roles, ensure the following roles are selected:
ASP.NET session state server
Web server
Installation and Maintenance Guide
1743
Managing security
11
Standard 10.15
Click Next. Result: The Select Client Features window appears,
1744
Contact Center Manager Administration
December 2007
12
Managing security
Click Next. Result: The Select Administration and Other Options window appears.
13
In the list of installed options, ensure the following options are selected:
Task Scheduler
Installation and Maintenance Guide
1745
Managing security
14
Standard 10.15
Click Next. Result: The Select Additional Services window appears.
15
In the list of additional services that the selected server requires, ensure the following services are selected:
CCMA ICEEmHlpService
CCMA IceRTDService
CCMA LMService
Crystal Report Application Server
pcAnywhere Host Service
Note: pcAnywhere Host Service exists if pcAnywhere is installed.
1746
SymposiumWC
Contact Center Manager Administration
December 2007
16
Managing security
Click Next. Result: The Handling Unspecified Services window appears.
Installation and Maintenance Guide
1747
Managing security
17
Standard 10.15
Click Next. Result: The Confirm Service Changes window appears.
1748
Contact Center Manager Administration
December 2007
18
Managing security
Click Next. Result: The Network Security window appears.
19
On the Network Security window, ensure that the checkbox next to Skip this section is cleared.
Installation and Maintenance Guide
1749
Managing security
20
Standard 10.15
Click Next. Result: The Open Ports and Approve Applications window appears.
21
Click Add. Result: The Add Port or Application window appears.
1750
22
In the Port number field, type 137.
23
Under Protocols, select UDP.
24
Click OK. Contact Center Manager Administration
December 2007
25
Managing security
In the list of ports to open, select the following ports: Note: If the ports do no appear in the list, you must add them to the list by using the Add button.
80 (HTTP)
443 (HTTPS) Port 443 is only required if SSL is configured for Contact Center Manager Administration
3389 (Remote Desktop Protocol) Port 3389 is only required if Remote Desktop Connection is used as the Remote Access tool
Ports used by pcAnywhere Host Service
Ports used by Crystal Report Application Server (1566/TCP)
Ports used by SymposiumWC (389/TCP, 636/TCP, and one other non static port/TCP)
Ports used by CCMA ICEEmHlpService (non-static port number/TCP)
Ports used by CCMA IceRTDService (6020/UDP, 6030/UDP, 6040/ UDP, 6050/UDP, 6060/UDP, 6070/UDP, 6080/UDP, 6090/UDP, 6100/ UDP, 6110/UDP, 6120/UDP, 6130/UDP) These are the multicast ports. If Unicast ports are required, Unicast needs to be configured in the Contact Center Manager Administration Configuration component before you run the Security Configuration Wizard.
Ports used CCMA LMService This option may not be selected by default.
Installation and Maintenance Guide
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Managing security
26
Standard 10.15
Click Add. Result: The Add Port or Application window appears.
27
On the Add Port or Application window, select the Approve Application tab. Result: The Approve Application tab appears.
28
Use the Browse button to select the following application path:
29
When the path appears in the Application path field on the Approve Application tab, click OK. Result: The Open Ports and Approve Applications window reappears.
1752
Contact Center Manager Administration
December 2007
30
Managing security
Click Add. Result: The Add Port or Application window appears.
31
On the Add Port or Application window, select the Approve Application tab. Result: The Approve Application tab appears.
32
Use the Browse button to select the following application path:
33
When the path appears in the Application path field on the Approve Application tab, click OK. Result: The Open Ports and Approve Applications window reappears.
Installation and Maintenance Guide
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Managing security
34
Standard 10.15
Click Next. Result: The Confirm Port Configuration window appears.
1754
Contact Center Manager Administration
December 2007
35
Managing security
Click Next. Result: The Registry Settings window appears.
36
On the Registry Settings window, ensure that the checkbox next to Skip this section is cleared.
Installation and Maintenance Guide
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Managing security
37
Standard 10.15
Click Next. Result: The Require SMB Security Signature window appears.
1756
Contact Center Manager Administration
December 2007
38
Managing security
Click Next. Result: The Outbound Authentication Methods windows appears.
Installation and Maintenance Guide
1757
Managing security
39
Standard 10.15
Click Next. Result: The Inbound Authentication Methods window appears.
1758
Contact Center Manager Administration
December 2007
40
Managing security
Click Next. Result: The Registry Settings Summary window appears.
Installation and Maintenance Guide
1759
Managing security
41
Standard 10.15
Click Next. Result: The Audit Policy window appears.
42
1760
On the Audit Policy window, ensure that the checkbox next to Skip this section is cleared.
Contact Center Manager Administration
December 2007
43
Managing security
Click Next. Result: The System Audit Policy window appears.
Installation and Maintenance Guide
1761
Managing security
44
Standard 10.15
Click Next. Result: The Audit Policy Summary window appears.
1762
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December 2007
45
Managing security
Click Next. Result: The Internet Information Services window appears.
46
On the Internet Information Services window, ensure that the checkbox next to Skip this section is cleared.
Installation and Maintenance Guide
1763
Managing security
47
Standard 10.15
Click Next. Result: The Select Web Service Extensions for Dynamic Content window appears.
48
1764
In the list of Web service extensions that the selected server requires, ensure the following extensions are selected.
Active Server Pages
ASP.NET
Contact Center Manager Administration
December 2007
49
Managing security
Click Next. Result: The Select Virtual Directories to Retain window appears.
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Managing security
50
Standard 10.15
Click Next. Result: The Prevent Anonymous Users from Accessing Content Files window appears.
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Click Next. Result: The IIS Summary window appears.
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Click Next. Result: The Save Security Policy window appears.
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Click Next. Result: The Security Policy File name window appears.
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In the Security policy file name field, append a file name to the default policy directory (for example, CCMA 6.0 SCW Policy).
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Type a short description in the Description field,
56
Click Next. Result: The Security Configuration Wizard Warning window appears warning that you must reboot the server after applying the policy.
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Click OK. Result: The Apply Security Policy window appears.
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Select Apply now.
59
Click Next. Result: Security Configuration Wizard applies the security policy.
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When the progress bar shows Application complete, click Next. Result: The Completing the Security Configuration Wizard window appears.
61
Click Finish.
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Reboot your server to activate the new security policy.
Additional Windows Firewall manual exceptions Security Configuration Wizard configures Windows Firewall by scanning all currently running services and acquired ports. Some Contact Center Manager utilities (for example, TraceControl utility) do not run at all the times and therefore may not be added to the Windows Firewall when you run Security Configuration Wizard. Nortel recommends that you manually add the program to the Windows Firewall exception list if you are prompted when you launch the program.
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Configuring Internet Explorer The latest supported service pack for Windows Server 2003 contains several security enhancements to Internet Explorer. These new Internet Explorer security enhancements can impact Contact Center Manager Administration 6.0 client operation if Internet Explorer is not configured properly. Configure Internet Explorer with the following settings on all servers using Windows Server 2003 with the latest supported service pack that are used to launch Contact Center Manager Administration client sessions.
To configure Internet Explorer on application and client servers using Windows Server 2003 with the latest supported service pack For client PCs, these configuration settings are in addition to the configuration settings detailed in Step 3. “Configure Internet Explorer” on page 267.
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1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab. Result: The Security page appears.
4
Click the Trusted Sites icon. Result: The Trusted Sites information appears in the window.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
8
9
Under the .NET Framework-reliant components heading, ensure that Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting (not required if you install SU04 or later)
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File Download
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars.
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Click OK. If you enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes. Result: The Internet Options window reappears.
11
Click OK to exit the Internet Options window.
12
On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up Blocker Settings. Result: The Pop-up Blocker settings window appears.
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In the Address of Web site to allow field, type the Contact Center Manager Administration Web site address (for example, http://pbrwd0p0)
14
Click Add.
15
Click Close.
16
Restart Internet Explorer to activate your changes.
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Installing and Configuring URLScan The following two Microsoft tools enable you to add additional security features to an IIS Web server, such as the Contact Center Manager Administration server:
IIS Lockdown
URLScan
The default installation of Windows Server 2003 includes IIS 6.0, which has built-in IIS Lockdown functions. On this operating system, therefore, you do not have to install IIS Lockdown separately, as is required with previous versions of IIS. However, if you want to use the additional functionality and features of URLScan, or simply maintain your current security setup, you may want to download and install the URLScan tool (version 2.5 or later) with IIS 6.0. The procedure in this section illustrates how to download and install the URLScan tool. This is an optional procedure that lets you further secure the Contact Center Manager Administration server.
About URLScan and Windows Server 2003 URLScan is a Microsoft tool that can provide additional security for your server when used in conjunction with the IIS Lockdown feature of IIS 6.0. It restricts the type of HTTP requests that the server processes, and the types of file transfers that are allowed to and from the server. For example, URLScan does not allow users to download files with the .exe extension from the Contact Center Manager Administration server. For more information about URLScan, refer to www.microsoft.com. The default URLScan configuration blocks the transfer of all files with the .exe extension. Therefore, when this feature is enabled, administrators cannot download the Contact Center Manager Configuration Tool spreadsheets (which have an .exe extension), nor can they automatically upgrade the version of the Agent Desktop Display software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the Contact Center Manager Administration server. Installation and Maintenance Guide
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Nortel recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Display client PCs prior to enabling URLScan on the Contact Center Manager Administration server. Alternatively, if you need to download a spreadsheet (or another .exe file) while URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company security policy. For more information, see “To temporarily edit the urlscan.ini file” on page 1780.
IIS 6.0 and the Contact Center Manager Administration server The risk of IIS security vulnerability on the Contact Center Manager Administration server is minimal for the following reasons:
The Contact Center Manager Administration server IIS component is only used for the Contact Center Manager Administration application and is not shared with other Web applications. The Contact Center Manager Administration server IIS component is used within the customer intranet environment and is not exposed to a regular Internet environment. Anyone who accesses the Contact Center Manager Administration IIS contents must first go through valid Contact Center Manager Administration user logon and password authentication.
In spite of these inherent security features, Nortel acknowledges that some customers have security policies that may require that IIS Lockdown and URLScan be installed and configured on the Contact Center Manager Administration server.
To install URLScan (Windows Server 2003) Nortel verified the following configuration to ensure its compatibility with the proper Contact Center Manager Administration server operation. Therefore, if you choose to alter this recommended configuration to meet specific customer requirements, note that Nortel did not verify the impact of such a change on the Contact Center Manager Administration server. Customers who deviate from the recommended URLScan configuration must test their configuration with Contact Center Manager Administration in a nonproduction environment before putting the configuration online.
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Nortel recommends that you not use the Contact Center Manager Administration server to download files directly from the Internet because this can pose a security risk. Instead, download the required file to another computer, check the file to ensure that is virus-free, and then transfer the file to the Contact Center Manager Administration server. Installing URLScan (Windows Server 2003) 1
On a computer other than the Contact Center Manager Administration server, open Internet Explorer.
2
In Internet Explorer, navigate to the following Microsoft Web page: www.microsoft.com/downloads/details.aspx?FamilyId=23D18937DD7E-4613-9928-7F94EF1C902A&displaylang=en Result: The URLscan 2.5 Install Package page appears.
3
Click Download. Result: The File Download window appears, enabling you to open the installation program immediately, or save the installation file to disk.
4
Click Save, and then navigate to the folder in which you want to save the file setup.exe.
5
After you save the file, scan the file to ensure that it is virus-free.
6
Transfer the setup.exe file to the folder of your choice on the Contact Center Manager Administration server.
7
Double-click the setup.exe file. Result: The license window appears.
8
Click Yes. Result: The program installs the URLScan software, and then the URLScan Installer window appears, notifying you that it was successfully installed.
9
Click OK.
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What is next? You must edit the urlscan.ini file to allow Microsoft Active Server Pages (files with the .asp extension) and Microsoft .NET Web Service files (files with a .asmx extension) to be transferred from the Contact Center Manager Administration server, a requirement for proper Contact Center Manager Administration functionality. Optionally, you can also edit this file to allow the transfer of files with the .exe extension (so users can download the Contact Center Manager Configuration Tool spreadsheets).
To temporarily edit the urlscan.ini file When you install URLScan 2.5 on a server that is running Windows Server 2003, the default installation of the software blocks files with the .asp extension on the Contact Center Manager Administration server, which prevents Contact Center Manager Administration from functioning properly. To correct this problem, you must edit the urlscan.ini file to allow files with the .asp extension to be used on the Contact Center Manager Administration server. The default installation of URLScan also prevents users from downloading files with the .exe extension from the Contact Center Manager Administration server. Because the Contact Center Manager Configuration Tool spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the URLScan features are enabled, nor can they automatically upgrade the version of the Agent Desktop Display software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the Contact Center Manager Administration server. Nortel recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Display client PCs prior to enabling URLScan on the Contact Center Manager Administration server. To download a spreadsheet (or another .exe file) while URLScan is enabled, you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company security policy. After users download the required files, edit and save this file again to return the security settings to their default state.
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Editing the urlscan.ini file temporarily 1
On the Contact Center Manager Administration server, browse to C:\Windows\system32\inetsrv\urlscan\ where C is the drive on which you installed the operating system.
2
Open the urlscan.ini file with a text editor, such as Notepad.
3
In this file, locate the section beginning with [DenyExtensions].
4
Within this section of the file, locate and comment out the value .asp (shown in the figure Notepad) by typing a semi-colon (;) before this value.
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Save the file. Result: Users can download and use files with the .asp extension, as required for proper Contact Center Manager Administration functionality. Optionally, you can now perform the same procedure to allow files with the .exe extension to be downloaded from the Contact Center Manager Administration server by continuing with the following steps. (If you do not want to allow users to download files with the .exe extension, you can now close the urlscan.ini file.)
6
Within the same section of the file, locate and comment out the value .exe (also shown in the figure Notepad) by typing a semi-colon (;) before this value.
7
Save the file. Result: Users can download the Contact Center Manager Configuration Tool spreadsheets (and any other file with an .exe extension) from the Contact Center Manager Administration server.
8
Restart IIS to register your changes to the URLScan file.
9
After the users download the required files, you must return the security settings to normal by opening the urlscan.ini file again and reentering the value .exe in the same position or remove the comment before the .exe.
10
Save the file and restart the IIS. Result: Users can no longer download files with an .exe extension.
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Enabling Secure Sockets Layer on the CCMA server Secure Sockets Layer (SSL) is the industry standard for secure network communications. SSL uses encryption that cannot be deciphered without a key between the client computer and the server. SSL is best used for private data that is sent between the client and server (for example, authentication credentials, credit card numbers, and so on). Because SSL uses complex encryption, it requires considerable processor resources, and, as a result, it takes much longer to send and retrieve data from an SSL-enabled server. Therefore, enable SSL only on Web pages (ASP pages) that send and receive sensitive information. You do not have to enable SSL on the Contact Center Manager Administration server; this is an optional procedure that you can perform if you think that leaving this feature disabled poses a security risk to your organization. To enable SSL on the Contact Center Manager Administration server, you must perform the following two procedures: 1.
Obtain and install a digital Web Server Certificate for the Contact Center Manager Administration IIS default Web site.
2.
Enable SSL on specific Contact Center Manager Administration files.
3.
On the client PC, add https://
Obtaining and installing a digital Web Server Certificate Because obtaining and installing a digital Web Server Certificate is a standard Microsoft procedure, this guide does not include the step-by-step details. For more information about certificates and installation instructions, see the Microsoft Web site at www.microsoft.com.
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In IIS, you install the certificate on the default Web site (where the Symposium Web Client virtual directories are installed) by using the Web Server Certificate Wizard to request a new certificate from an online Certification Authority (CA), such as VeriSign. When you run the wizard, you can send the request online or save the request file to disk and send it to the CA later. When you receive a response from the CA, you can start the wizard again to complete the certificate installation.
Web sites containing further information about digital certificates At the time of publication, you can consult the following Microsoft Web pages for further information about SSL:
For general information about SSL, see http://support.microsoft.com/ default.aspx?scid=kb;EN-US;q245152. For more information about obtaining a server certificate, see http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849. For more information about enabling SSL on Windows 2000, see http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/ connectivity_1s4w.asp.
Tasks for which you can enable SSL on the Contact Center Manager Administration server You can only enable SSL for the following Contact Center Manager Administration tasks, not for the entire Web site:
logging on to the Contact Center Manager Administration server
changing the logon password
See the following procedure for a list of the specific Contact Center Manager Administration files on which you enable SSL.
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To enable SSL on the Contact Center Manager Administration server After you obtain and install the certificate on the Contact Center Manager Administration default Web site, enable SSL on the following files in the Default Web Site directory:
1
Authenticate.asp ChgPasswd.asp Default.asp PwdMain.asp PwdSave.asp
Click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, double-click the
3
Double-click the Web Sites folder. Result: The heading expands to reveal a series of folders.
4
Double-click the Default Web Site heading.
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5
In the right pane, scroll down to the bottom to locate the series of .asp files listed under the Default Web Site heading.
6
Starting with Authenticate.asp, right-click the file and select Properties. Result: The Authenticate.asp Properties dialog box appears.
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7
Click the File Security tab.
8
Under the Secure Communications heading, click Edit. Result: The Secure Communications dialog box appears.
9
Select the Require secure channel (SSL) check box.
10
Click OK.
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11
Perform steps 4 to 8 for each of the files listed at the beginning of this procedure. When you are finished, close the Internet Information Services (IIS) Manager window.
12
After you enable SSL for each of the files, launch Internet Explorer, and then click Tools > Internet Options.
13
Click the Advanced tab.
14
Scroll down to the bottom of the Settings box until you see the Security section.
15
Select the Warn if changing between secure and not secure mode option. If you do not want to receive a warning message each time you log on to Contact Center Manager Administration, then leave this option cleared.
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Click OK.
17
On the client PC, add https://
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Applying security patches to the CCMA server Given the number of operating system security patches and the complexity inherent in any network, Nortel recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role. Microsoft security guidelines In addition to these guidelines, whenever possible, Nortel recommends that you follow Microsoft recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel support organizations or your distributor. Whenever possible, Nortel incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. To ensure that you are running your server with the most current Microsoft patches, complete the following tasks:
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.
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Backup Contact Center Manager Administration (including the server and database), then shut down all Contact Center Manager Administration services before you apply any Microsoft security hotfixes using the Microsoft instructions. Apply Microsoft security updates on a timely basis.
If Contact Center Manager Administration does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Contact Center Manager Administration (from the backup you made before applying the patch). For added security, always check to see if Nortel verified the Microsoft patch for its compatibility with Contact Center Manager Administration by going to the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com.
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Activate the Nortel Contact Center Security Template Nortel Contact Center 6.0 provides a set of predefined Windows Server 2003 Security Templates that you can quickly deploy 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 Manager Administration is located. You can deploy the Security Template either before or after you install the server software. If you activate the Nortel Contact Center Security Template locally (on the server on which you installed Contact Center Manager Administration), you must select the applicable Security Template for the Nortel Contact Center application server and download the selected template from the Meridian PEP Library Web site (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. To activate the Nortel Contact Security Template on a co-resident server, make sure that you download the co-resident template.
Deploying the Nortel Contact Center Security Template 1
Log on to the server as the Administrator.
2
Click Start > 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
In the Console window, right-click Security Configuration and Analysis.
10
Click Open Database.
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Result: The following window appears:
11
In the File Name box, enter a new database name (for example CCMA 6.0 Security Template).
12
Click Open. Result: The Import Template window appears.
13
Select CCMA 6.0 Security Template.inf, and then click Open.
14
In the Console window, right-click Security Configuration and Analysis.
15
Click Analyze Computer Now. Result: The Perform Analysis window 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.
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Right-click Security Configuration and Analysis, and then choose Configure Computer Now. Result: The Configure System window 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.
18
Click OK.
19
Restart the server to activate the new security policy and configuration.
To apply 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) of which the Contact Center 6.0 server is a member. 1
Open Group Policy Management Console (GPMC).
2
In the console tree, expand the domain or OU into which you want to import the Security Template. Right-click the Group Policy object that you want to edit, and then click Edit.
3
On the Group Policy Object Editor console tree, click Computer Configuration.
4
Click Windows Settings, and then right-click Security Settings.
5
Click Import Policy.
6
Select the Contact Center 6.0 Security Template that you want to import, and then click Open.
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Contact Center Manager Administration
Chapter 18
Troubleshooting In this section Technical support
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Section A: Installation or upgrade problems
1799
Section B: Communication problems between CCMA and CCMS
1825
Section C: Client PC problems
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Section D: General CCMA problems
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Section E: Simple Object Access Protocol errors
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Section F: Real-time Statistics Multicast (RSM) problems
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Section G: Real-Time Reporting problems
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Section H: Historical reporting problems
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Section I: Configuration Tool problems
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Section J: Access and Partition Management
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Section K: Contact Center Management
1965
Section L: Agent Desktop Display problems
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Technical support If you experience technical difficulties, ensure that you download the latest Service Updates and addenda for both Contact Center Manager Server and Contact Center Manager Administration. You can download the latest installation or documentation addendum from either www.nortel.com (for end customers), or www.nortel.com/pic (for distributors), and the latest Service Updates from www.nortel.com/espl. To register for the ESPL Web site, follow the instructions listed at www.nortel.com/register.
Remote Support Nortel personnel use pcAnywhere as the preferred remote support tool. Alternatively, Nortel also accepts Microsoft Remote Desktop Connection as a remote support tool. To install your remote support access tool, see Step 2. “Install 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 Manager Administration server.
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Section A: Installation or upgrade problems
In this section CCMA does not function correctly after an upgrade from SWC 4.5
1800
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1804 CCMA installation fails when you install Windows Server 2003 Release 2 optional features 1805 SU02 or SUS0201 installation fails
1807
Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA1810 Windows Installer Error
1812
Crystal Reports 10.0 Hotfix install error
1814
Encrypt password for CCMA Users error
1815
Encrypt password for CCMA user fails during installation
1816
Cannot find script file PortLdap.vbs when you reinstall CCMA
1819
Cannot log on to Server Utility
1820
IIS Worker Process Errors after you reboot CCMA
1821
ASP.NET not configured properly in IIS
1822
CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA 1823
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CCMA does not function correctly after an upgrade from SWC 4.5 You upgrade to Contact Center Manager Administration, but Contact Center Manager Administration does not function correctly. For example, pages and tabs load incorrectly, new components and features are unavailable, and scripting errors occur.
Solution Ensure that you refresh your Contact Center Manager Servers. Although Contact Center Manager Administration automatically refreshes all servers every 12 hours, Nortel recommends that you manually refresh servers in the following scenarios to ensure that Contact Center Manager Administration functions correctly. Use the Refresh All Servers option to refresh all servers at the same time when:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. The Contact Center Manager Administration server is changed to connect to a standby Contact Center Manager Server.
Use the Refresh Server option to refresh only the Contact Center Manager Server that incurred a change when:
You upgrade the Symposium Call Center Server or Contact Center Manager Server. You install or uninstall a Service Update (SU) on the Contact Center Manager Server. A new license file is issued and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server).
If you change the password of sysadmin in the Server Utility, you must change the password in that server. 1800
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Refreshing all servers in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
4
Click Yes.
5
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that were successfully refreshed also appears in the Audit Trail.
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Refreshing a single server in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the system tree, click the server that you want to refresh.
4
On the menu, click Server > Refresh Server. You can also right-click the server, and then select Refresh Server from the resulting menu. Result: The system asks if you are sure you want to refresh the selected server.
5
Click Yes. Result: The system instructs you to ensure that all browsers using Contact Center Manager Administration are refreshed. This is because if there is a feature change to the Contact Center Manager Server, the change is not reflected in the browsers until the browsers are refreshed.
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Troubleshooting
Click Yes. Result: The system refreshes the server in the system tree. A message appears at the bottom of the screen to indicate that the server was successfully refreshed.
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Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 After you uninstall Contact Center Manager Administration and Windows Server 2003 Service Pack 1 on a Windows 2003 server and then reinstall Contact Center Manager Administration, you cannot log on. When you log on to Contact Center Manager Administration, you receive the following error message, “Page cannot be displayed.” This problem occurs because the asp.dll version number changes when you uninstall SP1. Therefore, you cannot launch ASP pages.
Solution You must reset the asp.dll version number by performing the following steps:
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1
Uninstall Contact Center Manager Administration from the application server.
2
Uninstall IIS (Internet Information Services) and ASP.net components on the application server.
3
Reinstall IIS (Internet Information Services) and ASP.net components on the application server.
4
Reinstall Contact Center Manager Administration on the application server.
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Troubleshooting
CCMA installation fails when you install Windows Server 2003 Release 2 optional features The following error messages appear when you attempt to install Contact Center Manager Administration: The server is not operational, Error 0X80072J3A on GetObject method Run-time error ‘-2147463168 (80005000)’ ADSI error; an invalid directory pathname was passed.
Problem Contact Center Manager Administration is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
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
Windows Share Point Services
If you attempt to perform an installation of Contact Center Manager Administration on a server with the optional Windows Server 2003 Release 2 components listed above, your Contact Center Manager Administration installation will fail.
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Solution If you install Contact Center Manager Administration on a Windows Server 2003 Release 2 operating system with the optional features, you must reinstall Windows Server 2003 Release 2 without installing the new optional features. Then proceed with the installation of Contact Center Manager Administration. To install Windows Server 2003 Release 2 without the optional features, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you receive a prompt to install CD2, click Cancel and then click OK. For more information about installing the Windows Server 2003 Release 2 operating system without the optional features, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
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SU02 or SUS0201 installation fails When you install SU02 or SUS0201, you receive the following error message: “Error 1920. Service CCMA LMService (CCMALMService) failed to start. Verify that you have sufficient privileges to start system services.”
Problem An installation of SU02 or SUS0201 fails because the License Manage service does not start if the ServerSoapName key in the registry is greater than 24 characters. The ServerSoapName value exceeds 24 characters when your site references the Contact Center Manager Administration fully qualified domain name in the SOAP files, and you enter a URL of more than 24 characters in the SOAP Configuration Parameters window during the Contact Center Manager Administration installation. Determining the number of characters in the Contact Center Manager Administration server name used in the SOAP files 1
Open Windows Explorer and browse to the location where Contact Center Manager Administration is installed.
2
Use a text editor (for example, Notepad) to open the file SOAPWrapper.WSDL.
3
Scroll down to the end of the file to view the Contact Center Manager Administration server name being used in the port address. Example: <soapaddresslocation = ‘http://CCMASRV/SWCCommon/ SOAP/SOAPWrapper.ASP’/> In this example, CCMASRV is the Contact Center Manager Administration server name.
4
Count the number of characters in the Contact Center Manager Administration server name. If the number of characters exceeds 24, then the Licence Manager Service does not start when you install SU02 or SUS0201.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Solution To resolve this problem, you must temporarily change the ServerSOAPName value in the registry to be less than 24 characters. After the installation is complete, you can revert to the original ServerSOAPName containing more than 24 characters. Changing the ServerSOAPName value in the registry to be less than 24 characters 1
Click Start > Run.
2
In the text box, type regedit.
3
Click OK. Result: The Registry Editor appears.
4
In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
5
In the data column of the ServerSoapName key, edit the Contact Center Manager Administration name to a name containing less than 24 characters. (For example, remove the domain extension from the server name.)
6
On the License Manager Service Error dialog box, select Retry. Result: The License Manager Service starts and the installation is complete.
Reverting to the original ServerSOAPName in the registry after the installation To revert to the original ServerSOAPName in the registry after the successful installation, use the registry editor and change the registry key HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName back to the original ServerSOAPName Installing SU02 and SUS0201 in the same maintenance window If you install SU02 and SUS0201 in the same maintenance window with a Contact Center Manager Administration server name exceeding 24 characters, you must perform the following tasks in order:
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Troubleshooting
1
Install SU02 using the original ServerSOAPName.
2
When the error message occurs, edit the registry key to a value less than 24 characters and complete the installation of SU02.
3
Revert to the original ServerSOAPName exceeding 24 characters after you install SU02.
4
Install SUS0201 using the original ServerSOAPName.
5
When the error message occurs, edit the registry key to a value less than 24 characters and complete the installation of SUS0201.
6
Revert to the original ServerSOAPName exceeding 24 characters after you install SUS0201.
For Report Creation Wizard to function with a ServerSOAPName greater than 24 characters, you must install DP020101 after you install SU02 and SUS0201 using the preceding workaround. If the preceding solution does not correct the problem, register the wclientaudittrail.dll using the following command in the Run prompt: Regsrv32 “C:\Program Files\Nortel Networks\WClient\Server\wclientaudittrail.dll” Then click Retry on the License Manager Service Error dialog box.
Installation and Maintenance Guide
1809
Troubleshooting
Standard 10.15
Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA After you input the password information for the iceAdmin account during Contact Center Manager Administration installation, you receive the following Windows Script Host error message, “There is no file extension in “C:\PROGA~1\Nortel”.” The Contact Center Manager Administration installation does not install the ADAM application even though the installer acknowledges the error and attempts to continue with the Contact Center Manager Administration installation. This problem occurs when the capability to generate 8.3 style short filenames is disabled in your Windows operating system either as part of its operating system image or through your security policy. Contact Center Manager Administration installation fails if the Windows Server 2003 8.3 type filename is disabled. Specifically, the Microsoft ADAM (Active Directory Application Mode) component fails to install.
Solution You must change the value of the following registry key from 1 to 0 to enable the generation of 8.3 style short filenames: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf sdisable8dot3namecreation Enabling the generation of 8.3 style short filenames 1
Click Start > Run.
2
In the text box, type regedit.
3
Click OK. Result: The Registry Editor appears.
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Contact Center Manager Administration
December 2007
Troubleshooting
4
In the Registry Editor, browse to the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst em\ntfsdisable8dot3namecreation.
5
Change the value of the registry key from 1 to 0 by double-clicking on the registry ntfsdisable8dot3namecreation value, and changing the value in the Value Data field of the Edit dialog box from 1 to 0.
6
Close all windows to complete the procedure.
Installation and Maintenance Guide
1811
Troubleshooting
Standard 10.15
Windows Installer Error If you have multiple Administrator accounts, you must ensure that
you always use the same account to install or uninstall Service Updates, Service Update Supplements, and Designer Patches on the server. you select the local machine if you first installed the patches in a workgroup.
If you install an update with one account and then try to install the next update or uninstall the current patch while logged on as a different account, the installation or uninstallation fails, and you receive the following Windows Installer error toward the end of the procedure: This action is only valid for products that are currently installed.
Solution Verify the user account that installed the software, SU, SUS, or DP. Use Add/ Remove Programs to verify the user account that installed the software, Service Updates, Service Update Supplements, or Designer Patches. If you tried to install the next update or uninstall the current patch while logged on as a different user account, complete the following procedures: For Contact Center Manager Administration installation/uninstallation Click OK, when the Windows Installer error message appears. Result: The installation/uninstallation continues. There is no impact to Contact Center Manager Administration installation/ uninstallation.
For Service Update or Service Update Supplement or Designer Patch uninstallation
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1
Click OK, when the Windows Installer error message appears.
2
Log off of Windows.
3
Log on to Windows with the user account that originally installed the Service Update or Service Update Supplement or Designer Patch. Contact Center Manager Administration
December 2007
4
Troubleshooting
Uninstall the Service Update, Service Update Supplement or Designer Patch again.
Installation and Maintenance Guide
1813
Troubleshooting
Standard 10.15
Crystal Reports 10.0 Hotfix install error When you install Crystal Reports 10.0 Hotfix, you receive the following error message towards the end of the installation: Failed to create Backup folder -110
Solution Click OK when the error message appears. The installation proceeds and there is no impact to the Crystal Reports 10.0 Hotfix or the Contact Center Manager Administration software.
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Contact Center Manager Administration
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Troubleshooting
Encrypt password for CCMA Users error During a Contact Center Manager Administration upgrade procedure, a runtime error occurs: Run-time error -2147218504 (80040bb8): Unknown record error passed
Solution 1
Click OK when the error message appears. Result: The upgrade completes with no impact to the software.
2
Contact Nortel Technical Support for details about applying the required patch to resolve the issue.
Installation and Maintenance Guide
1815
Troubleshooting
Standard 10.15
Encrypt password for CCMA user fails during installation When you install Contact Center Manager Administration, you receive the following EncryptPasswordForCCMAUsers.exe error after the IceAdmin password prompt: Runtime error 5: invalid procedure or path name.
After acknowledging the error, the Contact Center Manager Administration installation appears to continue. The Contact Center Manager Administration installation is not actually complete and you cannot log on to Contact Center Manager Administration with the default webadmin account.
Cause This problem can occur for one of two reasons.
If you change the default permission of the MachineKeys folder (C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys folder) for the Administrators and Everyone group, Contact Center Manager Administration cannot create the encryption key certificate. If the default owner for the security option System objects: objects created by members of the Administrators group is set to Object creator, only the user logged on to install Contact Center Manager Administration can access the encryption key certificate; access is denied from the iceAdmin account.
Solution Complete the following procedures to identify what is causing the EncryptPasswordForCCMAUsers.exe to fail and to correct the problem.
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Contact Center Manager Administration
December 2007
Troubleshooting
Verifying the permission settings for the RSA key file and the MachineKey folder 1
Open Windows Explorer and drill down to the folder C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys.
2
Look for the RSA key file with name starting as "fc1e3851f429ea606d6ffle01a5229f1...". Result: If the RSA key file exists, proceed to “Granting the Administrators group Full Control to the RSA key file” on page 1817. If this key file does not exist, proceed to “Granting the Administrators group Full Control to the MachineKeys folder” on page 1817.
Granting the Administrators group Full Control to the RSA key file 1
Navigate to C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys\fc1e3851f429ea606d6ff1e01 a5229f1_75c27f4a-a69e-407e-8292-667e120f8488.
2
Right-click the RSA key file and select Properties. Result: The Properties dialog box appears.
3
Select the Security tab.
4
Add the Administrators group with Full Control permission.
5
Uninstall the incomplete Contact Center Manager Administration installation.
6
Reinstall Contact Center Manager Administration application.
Granting the Administrators group Full Control to the MachineKeys folder 1
Navigate to C:\Documents and Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys.
2
Right-click the MachineKeys folder and selet Properties. Result: The Properties dialog box appears.
3
Click the Security tab.
4
Add the Administrators group with Full Control permission.
5
Uninstall the incomplete Contact Center Manager Administration installation.
Installation and Maintenance Guide
1817
Troubleshooting
6
1818
Standard 10.15
Reinstall Contact Center Manager Administration.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot find script file PortLdap.vbs when you reinstall CCMA When you reinstall Contact Center Manager Administration on a server that is running Windows Server 2003 and you try install the software in a different directory than that in which you originally installed it, the installation halts and you receive the following error message: Cannot find script file PortLdap.vbs
Solution Uninstall the Contact Center Manager Administration software and then reinstall the software, choosing the same directory in which you originally installed it.
Installation and Maintenance Guide
1819
Troubleshooting
Standard 10.15
Cannot log on to Server Utility When you log on to the Server Utility, you receive the following error message: nbclt_translator.mdb error
This occurs on co-resident systems if you install Server Utility before the Contact Center Manager Administration software.
Solution 1
Click Start > Administrative Tools > Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears.
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2
Click on the System DSN tab.
3
Under System Data Sources, click Translator_EN and click Configure.
4
Under Database, select c:\program files\Nortel\Contact Center\Server Utility\client\en\data\nbclt_translator.mdb.
5
Click OK.
6
Click OK.
7
Relaunch Server Utility.
Contact Center Manager Administration
December 2007
Troubleshooting
IIS Worker Process Errors after you reboot CCMA On Contact Center Manager Administration server, after you install software updates and reboot the server, a dialog box appears indicating that the IIS worker process closed due to a windows error. This may appear several times, where the times and dates are for previous time periods. These types of errors indicate that the IIS worker process crashed. These errors may be in the past. The server stores the errors and the IIS worker reports them when a user logs on after a reboot.
Solution 1
Click Don’t Send. There is no impact to the Contact Center Manager Administration installation or application.
2
If not previously reported, report the IIS Lockups specified in the error dialog box to Nortel Technical Support.
Installation and Maintenance Guide
1821
Troubleshooting
Standard 10.15
ASP.NET not configured properly in IIS If you do not configure ASP.NET correctly prior to installing Contact Center Manager Administration, problems can occur
Solution 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager appears.
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2
In the left pane, navigate to the Web Service Extensions folder.
3
In the right pane, ensure that the following Web Service Extensions are present and that the status for each is Allowed.
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4
If the status for either Web Service Extension is Prohibited, select the web service, and then click Allow.
5
Close the Internet Information Services (IIS) Manager.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA When you install Contact Center Manager Server co-resident with Contact Center Manager Administration and not with License Manager, Contact Center Manager Administration overwrites the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\LM\LSHost key and changes the default License Manager IP address to 47.0.0.0. As a result, either of the following occurs:
Contact Center Manager Server starts up, but in a grace period. Contact Center Manager Server does not start up because it cannot get License Manager information
If you install Contact Center Manager Server co-resident with both Contact Center Manager Administration and License Manager, Contact Center Manager Administration does not overwrite the registry key.
Solution Manually change the value of the registry key (HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\LM\LSHost key) to the correct License Manager IP Address.
Installation and Maintenance Guide
1823
Troubleshooting
1824
Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section B: Communication problems between CCMA and CCMS
In this section CCMA does not function correctly after you make a change to the CCMS 1826 Cannot communicate with Contact Center Manager Server
1830
Changing the computer name of the Contact Center Manager Server
1831
Cannot connect to the CCMA server
1832
Installation and Maintenance Guide
1825
Troubleshooting
Standard 10.15
CCMA does not function correctly after you make a change to the CCMS You make a change to the Contact Center Manager Server (for example, perform an upgrade, install or uninstall an SU, change to a standby Contact Center Manager server, or you receive a new license file), and the Contact Center Manager Administration no longer functions correctly. For example, pages and tabs load incorrectly, new components and features are unavailable, and scripting errors occur.
Solution Ensure that you refresh your Contact Center Manager Servers. Although Contact Center Manager Administration automatically refreshes all servers every 12 hours, Nortel recommends that you manually refresh servers in the following scenarios to ensure that Contact Center Manager Administration functions correctly. Use the Refresh All Servers option to refresh all servers at the same time when:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. You change the Contact Center Manager Administration server to connect to a standby Contact Center Manager Server.
Use the Refresh Server option to refresh only the Contact Center Manager Server that incurred a change when:
1826
You upgrade the Symposium Call Center Server or Contact Center Manager Server. You install or uninstall a Service Update (SU) on the Contact Center Manager Server. A new license file is issued and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server).
Contact Center Manager Administration
December 2007
Troubleshooting
If you change the password of sysadmin in the Server Utility, you must change the password in that server. Refreshing all servers in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
4
Click Yes.
5
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that were successfully refreshed also appears in the Audit Trail.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Refreshing a single server in the system tree ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
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. You can also right-click the server to refresh, and then select Refresh Server from the menu. The system asks if you are sure you want to refresh the selected server. Result: The system warns that all browsers using Contact Center Manager Administration need to be refreshed. This is because if there is a feature change to the Contact Center Manager Server, the change is not reflected in the browsers until they are refreshed.
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6
Troubleshooting
Click Yes. Result: The system refreshes the server in the system tree. A message appears at the bottom of the screen to indicate that the server was successfully refreshed.
Installation and Maintenance Guide
1829
Troubleshooting
Standard 10.15
Cannot communicate with Contact Center Manager Server There are a number of issues that may cause an inability to communicate with the Contact Center Manager Server. First, check to make sure that the Contact Center Manager Server IP address that you use is valid. If the Contact Center Manager Administration server cannot connect to Contact Center Manager Server, and you have already checked to make sure that the Contact Center Manager Server IP address is valid, perform the following test from the Contact Center Manager Administration server.
Testing Contact Center Manager Administration server communication with Contact Center Manager Server 1
Ping the Contact Center Manager Server. Contact your system administrator if you are unable to successfully ping the Contact Center Manager Server.
2
Check your cabling.
3
Check the IP addresses for the Contact Center Manager Administration servers and the servers in Contact Center Manager Server.
4
Check the versions on servers in Contact Center Manager Server, and confirm that they are compatible with Contact Center Manager Administration.
Solution After you perform your testing, take appropriate action as required.
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Contact Center Manager Administration
December 2007
Troubleshooting
Changing the computer name of the Contact Center Manager Server If you change the computer name of the Contact Center Manager Server or if you switch to a standby Contact Center Manager Server with a new name, you need to change the name of the Contact Center Manager Server on the Contact Center Manager Administration server.
Solution With a new feature in Contact Center Manager Administration 6.0, you can easily reconfigure the Contact Center Manager Administration server to connect to a secondary Contact Center Manager Server (different computer name/IP address). This lets Contact Center Manager Administration continue to communicate with a new standby Contact Center Manager Server; that is, retrieve all the data stored in the application server for that server even though it now has a different name. When a Contact Center Manager Server is changed to a different computer name and/or IP address, the following procedure must be performed on the Contact Center Manager Administration server. Changing the computer name of the Contact Center Manager Server on the Contact Center Manager Administration server 1
Log on to Contact Center Manager Administration as the webadmin user.
2
Open the Configuration component.
3
In the left pane, right-click the server with altered network settings.
4
Click Edit Properties. This enables the text fields for the servers name, IP address, logon ID and password.
5
Enter the new details and click Submit.
Installation and Maintenance Guide
1831
Troubleshooting
Standard 10.15
Cannot connect to the CCMA server If you change the computer name of the Contact Center Manager Administration server, you must perform postchange tasks to successfully connect to a Contact Center Manager Administration server with a new name.
Solution The tips for changing the computer name and suggested postchange tasks vary based on whether the server is co-resident with Contact Center Manager Server or stand-alone. Refer to the appropriate scenario for the solution: Changing the computer name of a stand-alone server If you change the computer name of the Contact Center Manager Administration server after you install the Contact Center Manager Administration software, you must perform the following tasks to reset the name so that the Contact Center Manager Server and the Contact Center Manager Administration function properly: ATTENTION
1832
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
Contact Center Manager Administration
December 2007
Troubleshooting
1.
This step is required only if you installed a release earlier than SU04. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration.
2.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
3.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility.
Changing the computer name of a co-resident server On a co-resident server, after you change the computer name, you must perform the following tasks to reset the name so that Contact Center Manager Server and Contact Center Manager Administration function properly. ATTENTION
You must update your Domain Name Server (DNS) or HOSTS table to reflect the new name of the Contact Center Manager Administration server for your Contact Center Manager Administration to function correctly. For information about updating the DNS or the HOSTS table, see the Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide.
1.
An administrator must run the Contact Center Manager Server Computer Name Sync utility. For details, see the Contact Center Manager Server Installation and Maintenance Guide.
2.
This step is required only if you installed a release earlier than SU04. An administrator or support technician must run the Contact Center Manager Administration ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. When you change the computer name, SOAP processes do not function properly (because they still refer to the old computer name), and you cannot work with the components that require SOAP functionality, such as Configuration.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
3.
An administrator must reset the IUSR_SWC account to reflect the new computer name.
4.
An administrator must reset the iceAdmin password by running the iceAdmin PasswordChange utility.
Running the ChangeSOAPSrv utility If you receive a message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
Make note of the path that appears in the message. If you have already closed the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
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.
3
At the prompt, type the following text (which includes the path that appears in the message): ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\Common\SOAP;
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name You must perform this procedure if you change the computer name of the server. 1
Click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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Contact Center Manager Administration
December 2007
2
Troubleshooting
In the tree, click the plus sign (+) beside
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.
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.
Installation and Maintenance Guide
1835
Troubleshooting
7
Standard 10.15
Click Browse. Result: The Select User dialog box appears.
8
Click Advanced. Result: The Select User dialog box expands.
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Contact Center Manager Administration
December 2007
9
Troubleshooting
Click Find Now. Result: The list of all the user accounts configured on the server appears.
Installation and Maintenance Guide
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Troubleshooting
10
Standard 10.15
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
1838
In the Password box, you must type the same password that you originally used for this account when you configured it in the procedure Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138.
Contact Center Manager Administration
December 2007
13
Troubleshooting
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 after a CCMA server name change 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.
Installation and Maintenance Guide
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Troubleshooting
3
Standard 10.15
Click IceAdmin Password Change. Result: The iceAdmin Password Change window 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
To export scheduled reports to a domain network PC, or if the domain account button is disabled, proceed to step 15. OR
9
1840
To export scheduled reports to a domain network PC, click Domain Account.
Contact Center Manager Administration
December 2007
Troubleshooting
You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup window appears.
10
From the Select Domain Name list, select the name of the domain to add.
11
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
12
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.
13
In the Confirm Domain Account Password box, retype the domain account password.
14
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
15
Click OK. Result: The system verifies that you typed the same password both times, and then resets the password in all required components.
Installation and Maintenance Guide
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Troubleshooting
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Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section C: Client PC problems
In this section Client PCs cannot communicate with the CCMA server
1844
Running two CCMA sessions simultaneously on one client PC
1849
Internet Explorer problems
1850
Internet Explorer problems on client PCs running Windows XP SP2
1852
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1854 CCMA Web interface layout is distorted
1855
CCMA logon screen displays ERROR:UNKNOWN!
1856
Cannot launch windows in CCMA, pop ups are blocked
1857
CCMA logon page displays Connect Login Prompt
1859
Jet Database Engine error
1860
Cannot download third-party controls to the client PC
1861
CCMA Web Service failed to execute
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Installation and Maintenance Guide
1843
Troubleshooting
Standard 10.15
Client PCs cannot communicate with the CCMA server There are a number of issues that can cause client PCs to be unable to communicate with the Contact Center Manager Administration server. You must identify the source of your problem before determining the solution.
Solution First, check that the Contact Center Manager Administration username and password are valid. If you confirm that the username and password are valid, you must check the following issues to identify your specific problem:
1844
Test the communication from the client to the Contact Center Manager Administration server. Verify that Web users have permissions on all directories in the Contact Center Manager Administration Web site. When Contact Center Manager Administration is installed, it uses the default settings stored in IIS. If Web users do not have permissions, contact your site administrator For details about changing the settings in IIS. If you configure a Domain Name Server (DNS), verify that the computer name of the Contact Center Manager Administration server is registered on the DNS. If the computer name is not registered on your DNS, then Contact Center Manager Administration does not function properly. If you did not configure a DNS server, verify that you added the computer name of the Contact Center Manager Administration server to the HOSTS table on each client PC that accesses Contact Center Manager Administration. Check if Internet Explorer uses a proxy server. Ensure that the IIS service is running on the Contact Center Manager Administration server. Ensure that Active Directory Application Mode is installed on the Contact Center Manager Administration server. Contact Center Manager Administration
December 2007
Troubleshooting
Confirm that the event viewer logs are configured correctly on the Contact Center Manager Administration server. For more information, see “Configuring the event viewer logs on the Contact Center Manager Administration server” on page 1848.
Testing communication from the client to the Contact Center Manager Administration server If the client cannot connect to the Contact Center Manager Administration server, and you have already checked to make sure that the Contact Center Manager Administration username and password are valid, follow these steps: 1
Ping the Contact Center Manager Administration server.
2
Check the IP addresses for the Contact Center Manager Administration servers and the servers in Contact Center Manager Server.
3
Check your cabling.
4
Make sure the Web site is active on the Contact Center Manager Administration server.
5
Make sure the computer name of the Contact Center Manager Administration server is registered on the DNS server. Contact your system administrator if the Web site is active, the IP addresses are valid, and you are unable to successfully ping the Contact Center Manager Administration server.
Checking if Internet Explorer uses a Proxy Server If the client cannot connect to the Contact Center Manager Administration server, check whether Internet Explorer uses a Proxy Server. 1
On the Internet Explorer menu bar, click Tools > Internet Options > Connections > Lan Settings.
2
If the User Proxy Server check box is selected, contact your Proxy Server administrator to verify that there are no restrictions preventing you from accessing the Contact Center Manager Administration server.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
To add the computer name of the CCMA server to the HOSTS table on each client PC (if you have not configured a DNS) Nortel recommends that the Contact Center Manager Administration server host name be resolved by the corporate DNS. However, if you did not configure a name resolution server during the operating system installation, then the client PCs that connect to Contact Center Manager Administration cannot find the Contact Center Manager Administration server. In this case, your next step is to manually update the HOSTS table on each client PC with the name and Nortel server subnet network interface IP address of the Contact Center Manager Administration server. When you use server names to connect to a Contact Center Manager Administration server in TCP/IP networks, the server name must be associated with an IP address. The HOSTS table carries out this association, which is called host name resolution.
The HOSTS table resolves host names to IP addresses on local computers.
Based on the operating system installed on the client PC, sample host tables are located in varying directories. With the Windows 2003 installation, for example, sample HOSTS tables are provided in the following directory: [x]:\WINDOWS\system32\drivers\etc
On each client PC, use a text editor to modify the HOSTS tables by entering the computer name and IP address of the Contact Center Manager Administration server. ATTENTION
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You do not have to use HOSTS tables for name resolution if the name of the Contact Center Manager Administration server is registered on a DNS server.
Contact Center Manager Administration
December 2007
Troubleshooting
The following sample HOSTS tables are provided as a guideline, but are not intended to indicate exactly how the HOSTS tables are configured on the client PC. ATTENTION
Incorrectly modifying a HOSTS table on the client PC can cause extensive network problems. Before you modify any of the HOSTS tables on the client PC, you must carefully review the detailed information about HOSTS in the supporting Microsoft documentation.
Sample HOSTS table The HOSTS table consists of a list of IP addresses followed by a computer name: 123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the Contact Center Manager Administration server. Separate the two values by using the space or tab key. HOSTS tables are case-sensitive. After you edit and save the HOSTS file, the system automatically reads your new settings. If you edit the sample HOSTS file, then save the file with no extension to enable the system to recognize your changes. Verifying that IIS is running on the Contact Center Manager Administration server 1
On the Contact Center Manager Administration server, click Start > All Programs > Administrative Tools > Services. Result: The Services window appears.
2
In the right pane, locate the IIS Admin Service.
3
In the Status column, verify that the IIS Admin Service is Started.
Installation and Maintenance Guide
1847
Troubleshooting
Standard 10.15
Verifying that Microsoft Active Directory Application Mode (ADAM) is installed on the Contact Center Manager Administration server 1
Click Start > Control Panel. Result: The Control Panel window appears.
2
Double-click the Add or Remove Programs icon. Result: The Add or Remove Programs window appears.
3
If the following program is listed in the Add or Remove Programs window, ADAM is installed on the Contact Center Manager Administration server:
Adam Instance SymposiumWC
Note: The ADAM program group also appears in the Start menu program list if ADAM is installed.
Configuring the event viewer logs on the Contact Center Manager Administration server If the event viewer log properties are set to the default value of overwriting events after seven days, then the event log may become full, preventing Contact Center Manager Administration users from logging on to the Contact Center Manager Administration server. To avoid this problem, after you install Windows Server 2003, configure each of the event viewer logs on the Contact Center Manager Administration server to Overwrite events as needed by following these instructions. 1
On the Contact Center Manager Administration server, click Start > All Programs > Administrative Tools > Event Viewer. Result: The Event Viewer window appears, listing the log files on the Tree tab.
2
On the Tree tab, right-click the first log file, Application Log, and from the menu, click Properties. Result: The corresponding Properties window appears.
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3
In the Log size area of the window, ensure the Overwrite events as needed option is selected.
4
Click OK to save your changes and close the Properties window.
5
Perform this procedure for each of the log files in the tree.
Contact Center Manager Administration
December 2007
Troubleshooting
Running two CCMA sessions simultaneously on one client PC For proper Contact Center Manager Administration functionality, you must not run more than one Contact Center Manager Administration session at any given time on a single client PC. In certain scenarios, if you run more than one session simultaneously on a client PC (with different Contact Center Manager Administration users), interference can occur between the sessions.
Installation and Maintenance Guide
1849
Troubleshooting
Standard 10.15
Internet Explorer problems To identify the source of your problem, check the following items:
Check that Internet Explorer 6.0 or later is installed with the latest supported Service Pack on the client PC. For information about the service packs that are validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. Check that you configured security in Internet Explorer correctly. For more information, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. If you receive error messages from Internet Explorer indicating that your Web site cannot run Out of Process components, follow the steps in “Enabling Out of Process components” on page 1850.
Solution Depending on the source of your problem, you may have to reinstall the correct version of Internet Explorer on the client PC, or reconfigure Internet Explorer on the client PC. If you receive an error message that your Web site cannot run Out of Process components, perform the following procedure: Enabling Out of Process components 1
Create a script called AspAllowOutOfProcComponents.vbs using any text editor. Insert the following commands: Set objWebService = GetObject(“IIS://LocalHost/w3svc”) ' Enable AspAllowOutOfProcComponents. objWebService.Put “AspAllowOutOfProcComponents”, True ' Save the changed value to the metabase. objWebService.SetInfo
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December 2007
Troubleshooting
2
Save the script.
3
In Windows Explorer, double-click the script.
4
If this fails, reinstall the software.
Installation and Maintenance Guide
1851
Troubleshooting
Standard 10.15
Internet Explorer problems on client PCs running Windows XP SP2 Your client PC has Windows XP with Service Pack 2 installed. When you open a browser and log on to Contact Center Manager Administration, you receive messages regarding the running of .msi files (for example, the ClientSoap.msi file). The following message appears: “The publisher could not be verified. Are you sure you want to run this software?” Additionally, an error message appears, notifying you that connections are blocked by firewall errors. Your options are Keep blocking, Unblock, or Ask later.
Solution These messages appear only when the client PC is running Windows XP with Service Pack 2. With this operating system and service pack, Microsoft has changed the installer version, preventing certain .msi files from being automatically downloaded and installed. The first part of the solution involves the installation of the client portion of Simple Object Access Protocol (SOAP). Because Contact Center Manager Administration requires that you download and install the ClientSoap.msi file, you must manually accept the download and installation of this file. 1
When the message “The publisher could not be verified. Are you sure you want to run this software?” appears, click Yes. Result: The system installs the client portion of SOAP. The second part of the solution involves opening the ports required for downloading the ActiveX controls needed by Real-Time Reporting and Emergency Help. When these ports are open, the firewall errors Keep blocking, Unblock, or Ask later do not appear and you can automatically download these controls when you launch these components.
2
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Consult the Microsoft documentation for instructions for opening ports. Then open the following ports individually:
Contact Center Manager Administration
December 2007
Troubleshooting
Emergency Help, UDP 8200
Multicast real-time reports, UDP 7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
Unicast real-time reports, UDP 7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
Result: You can now automatically download and install the ActiveX controls required for Emergency Help and Real-Time Reporting.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 After uninstalling Contact Center Manager Administration and SP1 on a Windows 2003 server, you cannot log on after reinstalling Contact Center Manager Administration. When attempting to log on to Contact Center Manager Administration, you receive the error message: “Page cannot be displayed.” This problem occurs because the asp.dll version number changes when you uninstall SP1. Therefore, you cannot launch ASP pages.
Solution You must reset the asp.dll version number by performing the following steps:
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1
Uninstall Contact Center Manager Administration from the application server.
2
Uninstall IIS (Internet Information Services) and ASP.net components on the application server.
3
Reinstall IIS (Internet Information Services) and ASP.net components on the application server.
4
Reinstall Contact Center Manager Administration on the application server.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA Web interface layout is distorted Your display settings are not optimized for the Contact Center Manager Administration Web interface.
Solution Check the display settings on your computer and, if required, resize the font. Checking the display settings of your computer 1
Click Start > Control Panel.
2
Double-click the Display icon.
3
Click the Settings tab.
4
In the Screen Resolution area, drag the slider until the value reads at least 1024 x 768 pixels (the screen resolution cannot be lower than this value).
5
Click the Appearance tab.
6
From the Font size list, select Normal.
7
Click OK to save your changes.
Setting the font size in Internet Explorer 1
In Internet Explorer, on the View menu, click Text Size > Medium. If the text or content displayed in Internet Explorer is too large for the window, and you cannot resize the window, select Text Size > Smaller, or Text Size > Smallest.
Installation and Maintenance Guide
1855
Troubleshooting
Standard 10.15
CCMA logon screen displays ERROR:UNKNOWN! When you attempt to launch Contact Center Manager Administration the logon screen displays ERROR: UNKNOWN!
Solution Ensure that display settings for Internet Explorer are configured for Western European (ISO). Configuring Internet Explorer display settings for Western European (ISO) 1
Open the Internet Explorer browser window.
2
In Internet Explorer, select View > Encoding. Result: The Encoding selection menu appears.
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3
Ensure that Western European (ISO) is selected.
4
Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot launch windows in CCMA, pop ups are blocked When you attempt to launch a window in Contact Center - Manager, the window does not open. You may be presented with a message that says “Pop ups were blocked on this page.” In order for all components of Contact Center Manager Administration components to function correctly, you must disable pop-up blockers on Internet Explorer.
Solution Because the procedures to disable pop-up blockers vary depending on the type of pop-up blocker, the procedure to disable your pop-up blocker may differ from the procedures listed here. For more information about how to disable pop-up blockers that are not listed here, contact the pop-up blocker provider. Disabling the Yahoo pop-up blocker 1
Launch Internet Explorer.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one labelled Pop-Up Blocker Is On or Pop-Up Blocker Is Off. Note: The button is usually to the left of the Highlight button.
3
Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Disabling the Google pop-up blocker 1
Launch Internet Explorer.
2
On the Google toolbar, usually found along the top of the browser window, click on the Popup blocker icon. Result: The icon now says “Site popups allowed”.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
To turn off the Windows XP Service Pack 2 pop-up blocker 1
1858
Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA logon page displays Connect Login Prompt When attempting to load the Contact Center Manager Administration logon screen, the Connect to
Problem The IUSR_SWC password configured in IIS does not match the password specified for that user account in Computer Management.
Solution Reset the IUSR_SWC password in IIS to match the IUSR_SWC password in Computer Management. If you cannot remember the original IUSR_SWC password, reset the password in Computer Management and IIS by following the steps in Step 11. “Add the IUSR_SWC account as the anonymous user account” on page 138.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Jet Database Engine error You receive the following JET Database Engine error when you try to log on to Contact Center Manager Administration. Microsoft JET Database Engine error ‘80004005’ Unspecified error /SWCCommon/includes/internationalization.inc, line 21
Solution
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1.
Add the IUSR_SWC User to the Administrator group on the server.
2.
Navigate to the Local Settings Temp Directory by typing %temp% at the command prompt.
3.
Add the Administrator group and the Authenticated Users group to the security settings for the Temp Directory with Read/Write permissions.
4.
Reset IIS.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot download third-party controls to the client PC If your client PC runs Windows 2000 and you have problems downloading required third-party controls to the client PC, it may be due to the settings for the local security policy Unsigned non-driver installation behavior. If this policy is set to Do not allow installation, then you cannot install unsigned third-party controls on the client PC. For more information about this policy, and for instructions for changing its settings, see “Verifying your local security policy settings (Windows 2000 only)” on page 305.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
CCMA Web Service failed to execute When you attempt to log on to Contact Center Manager Administration, all Web services fail and an error message appears. This error can occur when the client PC has Windows/System32/vbscript.dll version 5.6 installed but is not the registered version of vbscript.dll, which is version 5.0. If this error appears on all client PCs, then the Contact Center Manager Administration server was not configured correctly.
Solution Register Windows/System32/vbscript.dll.
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Contact Center Manager Administration
December 2007
Troubleshooting
Section D: General CCMA problems
In this section You forgot the iceAdmin password
1864
Contact Center Manager Administration is not functioning correctly
1870
Server tree icons are missing
1873
CCMA LMService license grant and release events are not logged
1874
The browser is preventing ActiveX controls from installing
1875
Cannot open technical documentation (.pdf files) through CCMA
1877
Problems with check boxes and Submit buttons
1878
Contents from the about:blank Web site are blocked by Internet Explorer 1880 Performance issues occur when you install Microsoft SPs or Hot Fixes
Installation and Maintenance Guide
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1863
Troubleshooting
Standard 10.15
You forgot the iceAdmin password If you forget or misplace the iceAdmin password, you can use the procedure in this section to reset it. You can also use the first part of this procedure (steps 1 to 7) if you forget or misplace the password and you upgrade from Contact Center Manager Administration to a later release. During the upgrade process, the system asks you to type the old iceAdmin password. At this point in the installation—and without halting the installation process—you can perform steps 1 to 7 in the following procedure, and then return directly to the upgrade installation, typing the iceAdmin password that you supply in step 6 in the following procedure as the old iceAdmin password in the upgrade installation. Manually resetting the password involves the following two main steps: 1.
You must reset the password in Windows.
2.
You must reset the password by using the iceAdmin Password Change utility that is provided with Contact Center Manager Administration.
Resetting the iceAdmin password in Windows You must log on as a user with administrator privileges before you perform this procedure.
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1
Troubleshooting
On the Contact Center Manager Administration server, click Click Start > Administrative Tools > Computer Management. Result: The Computer Management window appears.
2
In the left pane, click the plus sign (+) beside Local Users and Groups. Result: The folder expands.
Installation and Maintenance Guide
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Troubleshooting
3
Standard 10.15
Click the Users folder. Result: The list of users appears in the right pane.
4
Locate and right-click the iceAdmin user.
5
From the menu, select Set Password. Result: The Set Password window appears.
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6
In the boxes provided, type the new password and confirm the password.
7
Click OK.
8
Close all windows to save your changes. Continue with the following steps to change the password using the iceAdmin Password Change Utility.
Contact Center Manager Administration
December 2007
Troubleshooting
Changing the password using the iceAdmin Password Change Utility 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.
Installation and Maintenance Guide
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Troubleshooting
3
Standard 10.15
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the same password that you used in step 6.
5
In the New Password box, type a new password for the iceAdmin user account.
6
In the Confirm Password box, type the new 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 do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR To export scheduled reports to a domain account, click Domain Account.
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Contact Center Manager Administration
December 2007
Troubleshooting
You can use the domain account setup function of the iceAdmin Password Change Utility to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.
9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
Installation and Maintenance Guide
1869
Troubleshooting
Standard 10.15
Contact Center Manager Administration is not functioning correctly Various issues arise in Contact Center Manager Administration functionality including any or all of the following:
Scrips cannot be open Cannot load Historical Reporting Component (Debug Error displayed and no Contact Center Manager servers listed)
Cannot view online Help
Cannot open the Connection Status
Cannot open About Contact Center Manager Administration window
Pages and tabs do not load correctly
New components and features are unavailable
Scripting errors occur
Solution Check for the following possible sources of the problem: 1.
Ensure that you removed or disabled all Blocking Popups software.
2.
Ensure that you refreshed your servers.
Disabling the Yahoo pop-up blocker Because the procedures to disable pop-up blockers vary depending on the type of pop-up blocker, the procedure to disable your pop-up blocker may differ from the procedures listed here. For more information about how to disable pop-up blockers that are not listed here, contact the pop-up blocker provider. 1
Launch Internet Explorer.
2
On the Yahoo toolbar along the top of the browser window, put the cursor over each of the buttons until you find the one labelled Pop-Up Blocker Is On or Pop-Up Blocker Is Off. The button is usually to the left of the Highlight button.
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Contact Center Manager Administration
December 2007
Troubleshooting
3
Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up Blocker Is Off to expand the menu.
4
Ensure that the option Enable Pop-Up Blocker is switched off.
Disabling the Google pop-up blocker 1
Launch Internet Explorer.
2
On the Google toolbar, usually found along the top of the browser window, click on the Popup blocker icon. Result: The icon now says “Site popups allowed”.
Turning off the Windows XP Service Pack 2 pop-up blocker Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.
Refreshing all servers in the system tree Although Contact Center Manager Administration automatically refreshes all servers every 12 hours, Nortel recommends that you manually refresh servers in the following scenarios to ensure that Contact Center Manager Administration functions correctly.
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or upgrade from a previous version of Contact Center Manager Administration. The Contact Center Manager Administration server is changed to connect to a standby Contact Center Manager Server. You upgrade the Symposium Call Center Server or Contact Center Manager Server. You install or uninstall a Service Update (SU) on the Contact Center Manager Server. A new license file is issued and accepted by Contact Center Manager Server, or you connect to a different License Manager server (that is, a new or standby License Manager server).
Installation and Maintenance Guide
1871
Troubleshooting
Standard 10.15
If you change the password of sysadmin in the Server Utility, you must change the password in that server. ATTENTION
Only the default administrator, webadmin, can add, edit, delete and refresh servers in Contact Center Manager Server. When you refresh a server, you refresh Contact Center Manager Server data associated with that server in ADAM, such as release number, feature list, and networking information.
1
Log on to Contact Center Manager Administration.
2
Select Configuration.
3
On the menu bar, click Server > Refresh All Servers. Result: The system asks if you want to continue to refresh all servers.
4
Click Yes.
5
Click Yes. Result: The system refreshes all servers in the system tree. A message appears in the information bar at the bottom of the screen that lists the servers that successfully refreshed and the servers that did not refresh. An entry specifying the servers that were successfully refreshed also appears in the Audit Trail.
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Contact Center Manager Administration
December 2007
Troubleshooting
Server tree icons are missing Server tree icons are missing in the Contact Center Manager Administration internet browser. Additionally, you cannot create new supervisors and agents in the Contact Center Management component. This problem occurs if the SSPNG2.dll file was not downloaded to c:\windows\system32 during the Contact Center Manager Administration installation.
Solution Extract SSPNG2.dll from c:\Program Files\Nortel Networks\WClient\Apps\Common\Controls\ccTree.cab into c:\windows\system32.
Installation and Maintenance Guide
1873
Troubleshooting
Standard 10.15
CCMA LMService license grant and release events are not logged Contact Center Manager Administration LMService events 18002, 18003, 18004 and 18005 are not logged to the Windows security event log on Contact Center Manager Administration when the user opens or closes a Report Creation Wizard browser session. This problem occurs if the Audit Object Access security policy was not configured to audit the success and failure attempts.
Solution Perform the following procedure to configure the Audit Object Access security policy to audit the success and failure attempts. 1
On the Contact Center Manager Administration server, click Start > Administrative Tools > Local Security Policy. Result: The Local Securities Settings window appears.
2
In the left pane, expand the Local Policies folder by clicking the plus (+) sign next to Local Policies. Result: The folder expands.
3
In the Local Policies folder in the left pane, click the Audit Policy subfolder. Result: A list of audit policies appears in the right pane.
4
In the right pane, double-click Audit Object Access. Result: The Audit object access Properties window appears.
5
In the Audit object access Properties window, select Success. Result: A check mark appears next to the Success option.
6
In the Audit object access Properties window, select Failure. Result: A check mark appears next to the Failure option.
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7
Click Apply.
8
Click OK.
9
Close all windows to complete the procedure. Contact Center Manager Administration
December 2007
Troubleshooting
The browser is preventing ActiveX controls from installing You receive either of the following errors:
These errors occur if the Internet Explorer security setting Automatic prompting for ActiveX controls is set to Disable.
Solution Complete the following procedure to set the security setting Automatic prompting for ActiveX controls to enable. Alternatively, you can set the security setting Download signed ActiveX controls to enable. For more information, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. 1
Open Internet Explorer
2
From the menu, select Tools > Internet Options.
3
Select the Security tab.
4
Click the Trusted Sites icon.
Installation and Maintenance Guide
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Troubleshooting
5
Standard 10.15
Click Custom Level. Result: The Security Settings window appears.
6
Under the ActiveX controls and plug-ins heading, for Automatic prompting for ActiveX controls, select the Enable option.
7
Click OK. Result: A dialog box will appear asking you to confirm your choice.
8
Click Yes.
9
Restart Internet Explorer for the changes to take effect. Now when the browser encounters an ActiveX control, a dialog box will appear asking the user if they want to install the control. To install the control, click Install. Below is an example of what the user sees.
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Contact Center Manager Administration
December 2007
Troubleshooting
Cannot open technical documentation (.pdf files) through CCMA You copy the latest user guides to the Contact Center Manager Administration server according to the procedures documented in Step 24. “Copy latest user guides to the CCMA server” on page 250. However, you cannot open the user guides through Contact Center Manager Administration.
Solution You must change the security permissions of the folder where the guides are stored in Contact Center Manager Administration. Changing the folder security permissions where guides are stored in Contact Center Manager Administration 1
On the Contact Center Manager Administration server, browse to the following folder: ...\program files\Nortel Network\WClient\Apps\documentation\guides
2
Right-click the guides folder and select Sharing and Security. Result: The Properties dialog box for the folder appears.
3
Select the Security tab.
4
Click Advanced. Result: The Advanced Security Settings dialog box appears.
5
Select the Replace permission entries on all child objects with entries shown here that apply to child objects check box.
6
Click OK.
7
Close all dialog boxes to complete the procedure.
Installation and Maintenance Guide
1877
Troubleshooting
Standard 10.15
Problems with check boxes and Submit buttons When you open certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting
you cannot use the Select All button to select all agents, skillsets, or access classes the Submit button remains disabled when you click Select All. In addition, the Submit button remains disabled when you click individual agents, skillsets, or access classes. any selected options do not get updated correctly.
In Access and Partition Management, when you view a partition and you select a user from the Members area, you cannot see the details for the selected user.
Solution This problem occurs only on PCs that run Windows Server 2003 and that are used to connect to Contact Center Manager Administration with SU03 or earlier. When Internet Explorer is used on a Windows Server 2003 platform, it includes the new Internet Explorer Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts. One of the features of this configuration is to automatically block Web sites that are not listed in the Trusted Sites zone. In Contact Center Manager Administration, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of a behind-the-scenes URL called about:blank to display the information correctly. Even after you add the Contact Center Manager Administration server URL as a Trusted Site (for example, http://swcservername), you still need to add the about:blank URL as a Trusted Site as well. This ensures that the about:blank URL is not blocked by Internet Explorer, and that the Select All and Submit buttons function properly.
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Contact Center Manager Administration
December 2007
Troubleshooting
Adding the about:blank URL as a Trusted Site 1
On the Contact Center Manager Administration server running Windows Server 2003, open Internet Explorer.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Sites. Result: The Trusted sites window appears.
6
Ensure that the Require server verification {https:} for all sites in this zone check box is cleared.
7
In the Add this Web site to the zone box, type about:blank only (without the http:// prefix).
8
Click Add.
9
Ensure that about:blank appears correctly in the Web sites box.
10
Click OK to save your changes and return to the Internet Options window.
11
Click OK to close the Internet Options window.
Installation and Maintenance Guide
1879
Troubleshooting
Standard 10.15
Contents from the about:blank Web site are blocked by Internet Explorer For the solution to this problem, see “Problems with check boxes and Submit buttons” on page 1878.
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Contact Center Manager Administration
December 2007
Troubleshooting
Performance issues occur when you install Microsoft SPs or Hot Fixes When you install Microsoft Service Packs or Hot Fixes, performance issues occur. This can occur if Automatic Private IP Addressing (APIPA) is enabled on the Contact Center Manager Administration server.
About APIPA Automatic Private IP Addressing (APIPA) is a feature available with Windows 2000 and Windows 2003 operating systems that automatically assigns an IP address to an unconfigured network card. The assigned IP address is in the range 169.254.0.0 to 169.254.255.255. APIPA is automatically disabled in Contact Center Manager Administration 6.0 release SUS0202 and up. It is possible that when you install Microsoft service packs or hot fixes, the APIPA setting is overwritten. If APIPA is enabled on the Contact Center Manager Administration server and the server contains an unconfigured network card, the server is assigned an IP address for that network card. The Contact Center Manager Administration server can then provide this IP address to Contact Center Manager Server. This results in Contact Center Manager Server attempting to send notifications to the Contact Center Manager Administration server on an invalid IP address. The notifications timeout and the following can occur:
Contact Center Manager Server does not acquire TNs
ASM and TFE services remain in the Starting state
Performance on Contact Center Manager Server degrades
OAM Service does not respond to update requests from clients
The following information message appears in the system event log. 6/6/2003 7:16:17 AM Dhcp Warning None 1007 N/A WCHICAP Your computer has automatically configured the IP address for the Network Card with network address
Installation and Maintenance Guide
1881
Troubleshooting
Standard 10.15
00065BF6EDB5. The IP address being used is 169.254.59.226.
Solution Disable APIPA on the Contact Center Manager Administration server. Disabling APIPA on the Contact Center Manager Administration server If the IPAutoconfigurationEnabled entry is not present, a default value of 1 is assumed, which indicates that APIPA is enabled. 1
On the Contact Center Manager Administration server, click Start > Run. Result: The Run dialog box appears.
2
In the Open box, type regedit, and then click OK. Result: The Registry Editor appears.
3
In the Registry Editor navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\ Parameters.
4
Right-click the Parameters folder and select New > DWORD Value.
5
Type IPAutoconfigurationEnabled as the name.
6
Right-click IPAutoconfigurationEnabled and click Modify. Result: The Edit DWORD Value dialog box appears.
1882
7
In the Value Data box, type 0 (zero).
8
In the Base section, select the Hexadecimal option.
9
Click OK.
10
Restart the Contact Center Manager Administration server.
Contact Center Manager Administration
December 2007
Troubleshooting
Section E: Simple Object Access Protocol errors
In this section Overview
1884
Contact Center Manager Administration server
1885
Client PC
1889
You receive a message to run the ChangeSOAPSrv utility
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Troubleshooting
Standard 10.15
Overview When you investigate Simple Object Access Protocol (SOAP) errors, you must check the settings and configuration on both the Contact Center Manager Administration server and the client PCs. This section is separated into the actions that you perform on each type of computer.
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Contact Center Manager Administration
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Troubleshooting
Contact Center Manager Administration server If you receive Simple Object Access Protocol (SOAP) errors, check the following on the Contact Center Manager Administration server: 1.
Ensure that the Contact Center Manager Administration server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For information, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. In “Configuring Internet Explorer 6.0 or later on the client PC” on page 269, there are three options to configure Internet Explorer; Option 1 is the only one that requires you to set the Contact Center Manager Administration server as a Trusted Site. If you follow this option, you must also add the Contact Center Manager Administration server fully qualified domain name as a Trusted Site when your server meets the following conditions:
2.
You use the Contact Center Manager Administration server as a client PC. You use the server fully qualified domain name as the default URL to access Contact Center Manager Administration (as opposed to the computer name), and you typed this name in the SOAP Configuration Parameters window when you installed Contact Center Manager Administration on the server. You do not have to perform this step if you configured Internet Explorer according to Options 2 or 3.
Check for the required files on the Contact Center Manager Administration server, as follows: In the following path, C:\Program Files\Common Files\MSSOAP\Binaries where C is the drive on which SOAP is installed, ensure that these required SOAP .dll files exist: MSSOAP30.dll SOAPIS30.dll WHSC30.dll
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
3.
WISC30.dll
In the following path, C:\Program Files\Common Files\MSSOAP\Binaries\Resources\1033 where C is the drive on which SOAP is installed, ensure that this required SOAP .dll file exists: MSSOAPR30.dll In the following path, C:\WINNT\System32 where C is the drive on which the operating system is installed, ensure that the following Microsoft XML parser files exist: msxml4.dll msxml4r.dll Ensure that the Contact Center Manager Administration server is registered with the DNS server by logging on to Contact Center Manager Administration using the server name, instead of the IP address. a. On the Contact Center Manager Administration server (or on a client PC), open Internet Explorer. b. In the Address box, type the URL of your Contact Center Manager Administration server, using the appropriate protocol for your network (either HTTP or HTTPS). Result: If the server is registered with the DNS server, then the Contact Center Manager Administration Logon page appears. If an error message appears, then the server name is not registered with the DNS server.
4.
Ensure that the appropriate SOAP files use the Contact Center Manager Administration server name as follows: a. Navigate to where Contact Center Manager Administration is installed: X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP b. Use a text editor, such as Notepad, to open the WSDL file, SOAPWrapper.WSDL. c. Scroll down to the end of the file and ensure that the port address does not reference localhost, but the Contact Center Manager Administration server name.
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Contact Center Manager Administration
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Troubleshooting
Example The following line shows an example where the port address references the localhost, which is the wrong configuration for Contact Center Manager Administration: <soap:addresslocation='http://localhost/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> If you see the preceding configuration, then you must replace localhost with the computer name of the Contact Center Manager Administration server. In the following example, the computer name of the Contact Center Manager Administration server is SWCCONFIG: <soap:addresslocation='http://SWCCONFIG/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> 5.
Ensure that IIS is configured correctly, as follows: a. Click Start > All Programs > Administrative Tools > Internet Services Manager. b. In the Internet Information Services window, click the plus sign (+) beside the server name. c. In the tree, right-click Default Web Site, and then click Properties from the menu. d. Click the Home Directory tab. e. Click Configuration. f.
On the App Mappings tab, in the Application Mappings box, verify whether the .wsdl extension appears under the Extension column heading.
g. If this value exists, then it references the SOAPISAP.dll at the location C:\Program Files\Common Files\MSSoap\Binaries\SOAPISAP.dll. h. Select this line, and then click Remove. i.
Click OK twice to save your changes.
j.
Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6.
Ensure that the system can load the WSDL file, as follows:
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
a. Open Internet Explorer. b. In the Address box, type the location of the WSDL file: http://servername/Common/SOAP/SOAPWrapper.WSDL where servername is the computer name of the Contact Center Manager Administration server. c. Press Enter. Result: The WSDL file appears in XML format. If the system cannot load the file in this format, then an error message appears.
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Contact Center Manager Administration
December 2007
Troubleshooting
Client PC If you receive Simple Object Access Protocol (SOAP) errors, check the following on the client PC: 1.
Ensure that the Contact Center Manager Administration server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For details, see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269. In “Configuring Internet Explorer 6.0 or later on the client PC” on page 269, you must set the Contact Center Manager Administration server as a Trusted Site. You must also add the Contact Center Manager Administration server fully qualified domain name as a Trusted Site on the client PC when the following condition exists:
2.
You use the server fully qualified domain name as the default URL to access Contact Center Manager Administration (as opposed to the computer name), and you typed this name in the SOAP Configuration Parameters window when you installed Contact Center Manager Administration on the server.
Ensure that ClientSoap.msi is installed. To verify whether it is installed, ensure that all the SOAP and Microsoft XML parser files noted on page 1885 are in the same locations on the client PC.
The file WHSC30.dll only appears on client PCs running Windows Server 2003 and Windows XP. If the client PC runs on any other platform, then this file is not applicable. 3.
If ClientSoap.msi is not installed, then a message appears when you first attempt to log on to Contact Center Manager Administration, giving you the option of downloading the Client Soap package from the Contact Center Manager Administration server. You must have administrative privileges to install this package.
4.
If you used the fully qualified domain name when you installed Contact Center Manager Administration on the server, then you must also add this name as a Trusted Site on each client PC that accesses the Contact Center Manager Administration server. Ensure that the name is set as a Trusted Site by performing the following steps:
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
a. Click Tools > Internet Options. b. Click the Security tab. c. Click the Trusted Sites icon. d. Click Sites. e. Clear the Require server verification {https:} for all sites in this zone check box. f.
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In the Web sites box, ensure that the fully qualified domain name appears.
Contact Center Manager Administration
December 2007
Troubleshooting
You receive a message to run the ChangeSOAPSrv utility This message and the procedure that follows are applicable only to Symposium Web Client 4.5 SU05 or later; the message does not appear if you have a previous release of the software installed. This message appears when you launch a component that requires SOAP (for example, the Configuration component), but SOAP has not been configured correctly. When you launch the utility, it reconfigures the server name settings in the .WSDL files, enabling SOAP to function properly. This message usually appears because the incorrect server name was entered in the SOAP Configuration Parameters window during the Contact Center Manager Administration installation. If the Contact Center Manager Administration default URL is the Contact Center Manager Administration server fully qualified host name (for example,
Running the ChangeSOAPSrv utility If you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
Make note of the path that appears in the message. If you close the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration).
2
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.
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Troubleshooting
Standard 10.15
3
At the prompt, type the following text (which includes the path that appears in the message): ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\Common\SOAP;
4
Press Enter. Result: A window appears, showing the updated SOAP files.
5
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Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration).
Contact Center Manager Administration
December 2007
Troubleshooting
Section F: Real-time Statistics Multicast (RSM) problems
In this section Overview
1894
How to troubleshoot Real-time Statistics Multicast from the CCMA server 1899 The server is receiving, but not sending multicast
1902
How to troubleshoot Real-time Statistics Multicast from CCMS
1903
No data is multicasted out
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Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Overview There are various issues that can affect your Real-time Statistics Multicast. The source of your problem can originate in the following network components:
the client PC
the Contact Center Manager Administration server
the Contact Center Manager Server
This section provides information about how to investigate the source of your issue by analyzing symptoms and using tools provided by Nortel in each of the network components. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check with your network administrator for acceptable IP multicast addresses for your specific network.
Determining the transmission method that is enabled on the CCMA server To help you troubleshoot problems with real-time displays, when you first launch a display and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients. The following figure shows a display in which both icons are shown, indicating that the Contact Center Manager Administration server supports both multicast and unicast. In cases where only one transmission method is enabled, the corresponding icon appears on the display alone.
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Troubleshooting
After the display is launched, the icon indicates that the transmission mode that is actually being used to launch the display. The following figure shows a display that is receiving data through a unicast connection, a dedicated connection between the Contact Center Manager Administration server and client PC:
If this display were receiving multicast data, there would be a multicast icon at the top and there would be no direct connection to the Contact Center Manager Administration server. Instead, the client would be listening to a shared multicast data stream.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Interpreting error messages on the client PC This section describes how to interpret error messages on the client PC. No unicast sessions available
This error normally appears on a client computer when an attempt to open a unicast channel fails and the client is not receiving multicast data. From the error message shown in the figure, you can see that the Contact Center Manager Administration server supports both multicast and unicast clients, so the implication is that this client is on a unicast-only segment of the network. The absence of a unicast icon indicates that the unicast connection was not successfully established and the client PC is not receiving data packets. In this case, close the display and try to launch it again later. If the problem persists, you may need to increase the number of unicast connections that the Contact Center Manager Administration server allows (subject to prior engineering analysis). No relevant data
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Contact Center Manager Administration
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Troubleshooting
This window appears on a client computer when it is receiving data, but the data is not relevant for the current display (for example, when the information is not available within the user partitions or the current filter blocks the data from the display). The presence of the unicast icon indicates that a unicast connection was successfully established and the client PC is receiving data packets. No data is available on the network
This window appears on a client PC when it is not receiving any data. There is no icon at the top of the window, indicating that the display is not receiving any data. The Transmit Mode = Multicast note implies that the server only supports multicast, but, in this case, the client PC is not receiving multicast data. This may be the result of a network problem, or it may mean that the server can support unicast, but it has not been enabled. Report the problem to your administrator so that the administrator can check the Contact Center Manager Administration server settings and enable unicast, if necessary. The administrator may also check the network settings to determine why the client PCs cannot receive multicast data.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
The characters * and 0 appear in the display
Occasionally, the statistics in a real-time display may stop updating and the characters * and 0 appear instead of the variable fields. In a unicast environment, this indicates that the server has stopped sending data to this client. You must close and reopen the display. In a multicast environment, this can indicate that the server is no longer sending the multicast stream. Run a trace on the Contact Center Manager Administration server if the problem persists.
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How to troubleshoot Real-time Statistics Multicast from the CCMA server To troubleshoot Real-time Statistics Multicast, complete the following:
Ensure that the LAN/WAN supports multicast traffic by contacting your network administrator to confirm that the routers have multicast capabilities. Verify that you installed Microsoft Windows 2003 Service Pack 1. If you did not install Service Pack 1, you may not have the Internet Group Management Protocol (IGMP) hotfix patch that is required for real-time statistics multicast. Verify that you can send and receive data between Contact Center Manager Server, the Contact Center Manager Administration server, and the Contact Center Manager Administration server clients. For more information, see “Using ICERTDTrace to trace IP multicast data,” on page 1899. Confirm that the Real-time Statistics Multicast (RSM) components send data to the same IP multicast address. Check the IP Receive address for the Contact Center Manager Administration server. Make sure that it matches the IP Send multicast address setting in Contact Center Manager Server.
Using ICERTDTrace to trace IP multicast data Real-Time Display configurations of Contact Center Manager Administration include a diagnostic tool called ICERTDTrace.exe to assist you in determining whether your network is configured properly for IP multicasting. If you experience Real-Time Reporting or Agent Desktop Display problems, you can also use the tool to identify where the problem originates. Use the ICERTDTrace.exe to determine why real-time reporting is not displaying information about the Contact Center Manager Administration server after you configure RSM on Contact Center Manager Server.
Installation and Maintenance Guide
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Standard 10.15
Using ICERTDTrace to test that the Contact Center Manager Administration server is receiving multicast from the Contact Center Manager Server 1
At a command prompt on the Contact Center Manager Administration server, navigate to the Contact Center Manager Administration folder C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which the operating system is installed.
2
To trace data sent from Contact Center Manager Server to the Contact Center Manager Administration server, type the following command: icertdtrace -r IPreceive
Using ICERTDTrace to test that the Contact Center Manager Administration server is sending multicast to clients 1
At a command prompt on the Contact Center Manager Administration server, navigate to the Contact Center Manager Administration folder: C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which the operating system is installed.
2
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Type the following command: icertdtrace -r IPSend
Contact Center Manager Administration
December 2007
Troubleshooting
<statistic type> must be one of agent, application, skillset, ivr, nodal, or route. The multicast address must be specified if the -s or -t options are used. The -s or -t options can be used individually. Result: The output log file is printed to the screen at run time to a text file to the following location:
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
The server is receiving, but not sending multicast To solve this problem, check that the ICERtd Service is running. Check the application event log in the Windows Event viewer. If the event log contains errors relating to machine names or IP addresses, verify that all the configured Contact Center Manager Servers can be reached by their specified names (that is, ping the individual names and verify that the IP address that the system uses in the ping is the same one that appears in the Contact Center Manager Administration Configuration screen).
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Contact Center Manager Administration
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Troubleshooting
How to troubleshoot Real-time Statistics Multicast from CCMS If you have problems with real-time displays, you can use the Multicast Receive utility (mRcv.exe) on the Contact Center Manager Server to test the RSM service. The mRcv.exe utility displays statistical information according to the settings specified in a configuration tool called mRcv.ini.
Testing the RSM service using the mRcv.exe Because the mRcv.exe utility tests the RSM service send capabilities one port at a time, you must specify which IP address and port utility monitor the Mcast section of mRcv.ini file. 1
Modify the mRcv.ini file. a. Click Start > Programs > Windows Explorer. b. Navigate to the folder
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
d. Modify the IP address or the port number, or both. The IP address field must be the multicast IP address of the Contact Center Manager Server. The port number corresponds to the port number of the statistic that you want to test. The port numbers listed within the section bordered by the number (#) symbols in the mRcv.ini file are for reference only and list all of the acceptable port numbers that you can use in your test. You can use these port numbers as an easy-to-access list of valid ports that are used in the system to display data. The only portion of the mRcv.ini file that can be modified is the [MCast] section at the bottom of the file. For example, to test receipt of Skillset - Interval to date data using mRcv.exe, check the port number for Skillset - Interval to date in the mRcv.ini file, and then change the port number for Skillset - Interval to date in the mRcv.ini file, and then change the Port=setting in the [Mcast] section to that port number. If Skillset - Interval to date = 6040 in the mRcv.ini file, the [Mcast] section of the mRcv.ini file must be modified as follows: [MCast] IP=234.5.6.7 Port=6040 Attention: The IP address must match your IP multicast address. e. Save the mRcv.ini file.
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Troubleshooting
2
Click Start > Programs > Windows Explorer.
3
Navigate to the folder
4
Double-click mRcv.eve. Result: The mRcv.exe utility opens in a console window. If data is multicasted out, the command prompt window is populated with incoming data from the port and IP address that you specified in the mRcv.ini file.
The mRcv.exe utility displays all data being received on the selected port, including data that is not recognizable by RSM. All non-RSM data is identified as “Not recognized by RSM.” 5
To save the mRcv.exe utility data, run mRcv.exe from the command prompt (that is,
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
No data is multicasted out Ensure that all types of statistics are selected in the MulticastCtrl.exe. Ensuring that all statistics types are selected in the MulticastCtrl.exe 1
Click Start > Programs > Windows Explorer.
2
Navigate to the folder,
3
Double-click MulticastCtrl.exe. Result: The RTD Multicast controller window appears.
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4
Ensure that all types of statistics are selected.
5
Click Apply.
Contact Center Manager Administration
December 2007
Troubleshooting
Section G: Real-Time Reporting problems
In this section Real-time displays do not show any data
1908
Cannot launch real-time displays
1910
Cannot launch RTDs, others display negative values or long data strings 1913 No names appear in real-time displays
1914
Network Consolidated Real-Time Displays are missing sites
1925
Site does not appear in Network Consolidated Real Time Display
1926
Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0
1927
Agent name change does not reflect in the Standard Agent Display
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Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Real-time displays do not show any data When launching a real-time display, no data is presented.
Solution On the Contact Center Manager Administration server, verify the following:
that the Contact Center Manager Server IP address can be correctly resolved to the server name that the Contact Center Manager Server name can be correctly resolved to the expected IP address
On the Contact Center Manager Server, ensure that the RSM Compression option has not been selected in the RTD Multicast Controller window. If you select the RSM Compression option when you configure Contact Center Manager Server, real-time displays and Agent Desktop Displays will not function in Contact Center Manager Administration. Verifying the IP address and server name on the Contact Center Manager Administration server 1
Click Start > Run.
2
Type cmd.
3
Click OK. Result: The Command Prompt window appears.
4
At the command prompt, type ping
5
Press Enter. Result: The Contact Center Manager Server IP address and the packets sent and received are displayed. Note: If unexpected results are returned, check your DNS setting and the local host file on the server for incorrect entries.
6
1908
At the command prompt, type ping -a
Contact Center Manager Administration
December 2007
7
Troubleshooting
Press Enter. Result: The Contact Center Manager Server name and the packets sent and received are displayed.
8
If unexpected results are returned, check your DNS setting and the local host file on the server for incorrect entries.
Ensuring that the RSM Compression option is not configured on Contact Center Manager Server 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control. Result: The RTD Multicast Controller window opens.
2
In the Compression section of the RTD Multicast Controller window, deselect the RSM Compression option.
3
Click Apply.
4
Click OK.
5
Close all windows to complete the procedure.
6
To activate new RSM settings on the Contact Center Manager Server (except multicast rates), stop and start the Statistical Data Propagator (SDP) service.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Cannot launch real-time displays In Contact Center Manager Administration, to enable the real-time displays to start properly, the system downloads and registers a new RTDControl to the client PC when you launch a real-time display for the first time.
Solution If you cannot launch real-time displays on a client PC, it can be because you enforced user policies that deny access to the registry on the PC, and, therefore, prevent the system from downloading and registering the new RTDControl. To download the RTDControl, you can:
Download the RTDControl manually.
Download the Multicast Trace Tool.msi on the client PC.
Downloading the RTDControl manually 1
Log on to the client PC as the local administrator (or as a user with registry permissions).
2
Open Contact Center Manager Administration.
3
Open the Real-Time Reporting component.
4
Launch a real-time display. Result: The system downloads and registers the required RTDControl to the client PC. Now regular users can log on to the client PC and launch real-time displays.
5
Perform this procedure on every client PC upon which real-time displays are launched.
If problems downloading third-party controls to the client PC occur, it can be because of your local security settings. You must ensure that the local security settings for the policy Unsigned non-driver installation behavior are not set to Do not allow installation. For more information, see “Verifying your local security policy settings (Windows 2000 only)” on page 305.
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Contact Center Manager Administration
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Troubleshooting
Downloading the Multicast Trace Tool.msi on the client PC 1
Log on to the client PC with administrator privileges.
2
Insert the Contact Center Manager installation DVD into the PC, and then navigate to the root directory.
3
In this directory, double-click the file Multicast Trace Tool.msi to begin the installation. Result: The Windows Installer window appears briefly, followed by the Welcome window.
4
Click Next. Result: The Destination Folder window appears.
5
Click Next to install to the default folder, or click Change to install to a different folder, Result: The Ready to Install the Program window appears.
6
Click Install. Result: The program is installed and the InstallShield Wizard completed window appears.
7
Click Finish.
Running the Multicast Trace Tool.msi ATTENTION
The trace tool must be run from the MS-DOS command prompt, and MS-DOS does not accept names with more than eight characters on some Windows operating systems.
1
From the MS-DOS command prompt, change the directory to the folder on the client PC to which the files were copied. For example: c:\Program Files\Nortel\Contact Center\Multicast Trace tool.
2
To check if data is being received by the client PC, type the following command: icertdtrace -r IPSend
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Troubleshooting
Standard 10.15
The -s or -t options can be used individually. Example: icertdtrace -r IPSend 230.0.1.10 -s CCMSServer1 -t agent Result: If the client PC is receiving statistics from the Contact Center Manager Administration server, the data appears on the monitor. The data is displayed by server name and statistic type, making it possible to see a particular data stream from a particular server. 3
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To stop the information from scrolling, press Ctrl+C. You can also view the log file that captures the information, IPSndLog.txt, in the same directory.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot launch RTDs, others display negative values or long data strings Some Real-time Displays cannot launch and the other displays that can launch display negative values and long data strings.
Solution On the Contact Center Manager Server, ensure that the RSM Compression check box is clear in the RTD Multicast Controller window. If you select the RSM Compression check box when you configure Contact Center Manager Server, Real-Time displays and Agent Desktop Displays do not function in Contact Center Manager Administration.
Ensuring that the RSM Compression option is not configured on Contact Center Manager Server 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control. Result: The RTD Multicast Controller window opens.
2
In the Compression section of the RTD Multicast Controller window, deselect the RSM Compression option.
3
Click Apply.
4
Click OK.
5
Close all windows to complete the procedure.
6
To activate new RSM settings on the Contact Center Manager Server (except multicast rates), stop and start the Statistical Data Propagator (SDP) service.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
No names appear in real-time displays The following symptoms may appear in your real-time displays:
Agent names and answering skillset names appear as *UNKNOWN* in agent real-time displays.
Route names appear as *UNKNOWN* in route real-time displays.
IVR queue names appear as *UNKNOWN* in IVR real-time displays.
Skillset and application names appear incorrectly in skillset and application real-time displays.
Problem There may be a problem with the permissions in IIS, the network settings, the configuration of your DNS server, or there may be delays in the network causing timeouts.
Solution 1.
Check that IIS permissions are correctly configured.
2.
Ensure an XML file loads in the browser.
3.
Set the IP address field in IIS to All Unassigned.
4.
Check address configurations for Host Headers.
5.
Ensure the anonymous user account has the correct permissions.
Checking that IIS permissions are correctly configured 1
On the Contact Center Manager Administration server, enter the following in the Internet Explorer address bar: http://localhost Result: If IIS is correctly configured, you see the logon page.
2
If the following error appears, it indicates that the IIS permissions are incorrectly configured. HTTP 403.6 - Forbidden: IP address rejected
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Contact Center Manager Administration
December 2007
Troubleshooting
Configuring IIS for real-time displays 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
Installation and Maintenance Guide
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Troubleshooting
4
Standard 10.15
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
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Contact Center Manager Administration
December 2007
Troubleshooting
5
Click the Directory Security tab.
6
In the IP Address and Domain Name Restrictions section of the window, click Edit. Result: The IP Address and Domain Name Restrictions window appears.
7
Ensure that the local host address 127.0.0.1 is added to the list of allowed computers.
8
Click OK.
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Troubleshooting
Standard 10.15
Checking that the URL loads an XML file on the browser 1
On the Contact Center Manager Administration server, in the Internet Explorer address bar, type http://localhost/common/soaplisten/ rtdservice.xml. Result: The XML file appears in the browser. If this fails, replace local host with the name of the Contact Center Manager Administration server.
2
If the XML file in the browser does not load after you replace local host with the name of the Contact Center Manager Administration server, you must ensure that IP address field in IIS is set to All Unassigned.
Setting the IP address field in IIS to All Unassigned 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, click the plus sign (+) beside
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Contact Center Manager Administration
December 2007
4
Troubleshooting
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
5
From the IP address list, ensure that All Unassigned is selected.
Checking the address configurations for Host Headers On Windows 2003 systems, it is possible to receive *UNKNOWN* in the agent display if you configured Host Headers for the addresses. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
Installation and Maintenance Guide
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Troubleshooting
2
Standard 10.15
In the left pane, click the plus sign (+) beside
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Contact Center Manager Administration
December 2007
4
Troubleshooting
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
5
Click Advanced. Result: The Advanced Web Site Identification windows appears.
6
Ensure that in the Multiple identities for this Web site list, an entry appears for the Default address only and that the Host Header field is empty. If the Host Header field is populated, or if entries for IP Addresses other than Default appear, you must have an entry for localhost.
Ensuring the anonymous user account has the correct permissions If your anonymous user account was modified, this may cause *unknown* to appear in Standard Agent Display. If the user specified is not the default, then the new user must have access to all of the files under the Program Files\Nortel Networks\WClient\Apps folder. Specifically, the user must be able to access the “common\soaplisten” files. 1
Click Start > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
Installation and Maintenance Guide
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Troubleshooting
2
Standard 10.15
In the left pane, click the plus sign (+) beside
3
In the left pane, click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Contact Center Manager Administration
December 2007
4
Troubleshooting
Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties window appears.
Installation and Maintenance Guide
1923
Troubleshooting
1924
Standard 10.15
5
Click the Directory Security tab.
6
Under Authentication and access control, click Edit.
7
Ensure that the specified anonymous user is a member of one of the groups with access to all of the required files.
Contact Center Manager Administration
December 2007
Troubleshooting
Network Consolidated Real-Time Displays are missing sites For all users (except the webadmin user), the Network Consolidated Real-Time Displays do not display data for a Contact Center Manager Server site configured on the Contact Center Manager Administration server with a fully qualified hostname (for example, CCMS_test1.enterprise.europe.nortel.com). Skillsets from a server configured in this way do not display.
Solution You must use the non-fully qualified hostname (for example, CCMS1_test1).
Installation and Maintenance Guide
1925
Troubleshooting
Standard 10.15
Site does not appear in Network Consolidated Real Time Display Networked sites do not appear in the real-time network consolidated display when the server is added by IP address rather than by name. The nodal displays for the site function correctly when added by IP address.
Solution Modify the server configuration so that the server is entered by name.
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Contact Center Manager Administration
December 2007
Troubleshooting
Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 When you launch an agent map saved in SWC 4.5 SU06, you receive the following error: Microsoft VBScript runtime error '800a000d' Type Mismatch
Solution Resubmit the agent map and launch the agent map again.
Installation and Maintenance Guide
1927
Troubleshooting
Standard 10.15
Agent name change does not reflect in the Standard Agent Display When you go to the agent details page in Contact Center Manager Administration and change the first name and last name of an agent that is logged out, the Standard Agent Display does not reflect the changed name of the agent when you log on the same agent and relaunch the Standard Agent Display.
Solution Restart the Contact Center Manager Administration IceRTDService and relaunch the Standard Agent Display.
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Section H: Historical reporting problems
In this section The report viewer is blank when launching an ad hoc report
1930
Cannot connect to the data source
1931
Cannot print scheduled reports
1935
Cannot synchronize user imported reports; network drive access denied 1936 Cannot synchronize user imported reports; cannot copy to CCMA server 1938 Cannot import user created report templates; ASP script time out error
1939
Historical Reports cannot retrieve large number of agents
1941
Cannot obtain a license to open a Report Creation Wizard session
1942
Column Names text and data spill over the line in historical reports
1943
Last column is cutoff when you run a report
1944
Historical reports selection criteria is slow to display list of agent IDs
1945
The scheduled report export fails on the network drive
1946
You cannot activate scheduled reports
1948
Historical reports always display and print in portrait orientation
1953
Exporting large reports to PDF causes error message
1954
Fonts are missing in Report Creation Wizard
1955
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Troubleshooting
Standard 10.15
The report viewer is blank when launching an ad hoc report When you launch an ad hoc report, the report viewer is blank.
Solution You must install the required third-party files on the client PC for the Crystal Reports viewer to function properly. For details, see Step 10. “Install and configure Agent Desktop Display” on page 316.
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Contact Center Manager Administration
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Troubleshooting
Cannot connect to the data source You try to run historical reports, but when you connect to the server in Contact Center Manager Server, you see an error message in the ad hoc report preview window saying “There is a problem connecting to the data source.”
Solution The appropriate solution for this issue depends on the source of the problem. This problem can occur:
If the bindings order of the ELAN subnet network card and the Nortel server subnet network card on the Contact Center Manager Server is not set up correctly. You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, and then the virtual adapters for remote access. For information, see the solution listed in the entry, ““No Supervisors Defined” error messages occur” on page 1966. If you do not refresh your server. Perform a Refresh Server in the Configuration component of Contact Center Manager Administration to validate the configured server details. For information about refreshing servers, see “Refreshing a single server in the system tree” on page 1802. If you upgrade from Symposium Call Center Server 4.2/5.0 to Contact Center Manager Server 6.0, and the sysadmin account is not used to configure the Symposium Call Center Server 4.2/5.0 site on the Symposium Web Client or Contact Center Manager Administration prior to the upgrade. Documentation of the two methods for correcting this issue follows.
Editing the sysadmin password in Contact Center Manager Administration 1
Log on to Contact Center Manager Administration.
2
Open the Configuration component.
3
In the left pane, right-click the Contact Center Manager Server that is experiencing the problem.
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Standard 10.15
Click Edit Properties. Result: The server name, IP address, login ID, and password boxes are enabled.
5
In the Login ID box, change the Login ID to sysadmin.
6
In the Password box, type the same sysadmin password that is defined on the Symposium Call Center Server Classic Client.
7
Click Submit.
8
Refresh the same Contact Center Manager Server. a. On the system tree, click the Contact Center Manager Server. b. On the menu bar, select Server > Refresh Server. You can also rightclick the server to refresh, and then select Refresh Server from the menu. Result: The following dialog box appears.
c. Click Yes. Result: The following dialog box appears.
d. Click Yes.
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9
On the Launchpad, select Logout.
10
Log back on to Contact Center Manager Administration.
Contact Center Manager Administration
December 2007
Troubleshooting
Editing the sysadmin password using Server Utility 1
Log on to Contact Center Manager Server using the Server Utility.
2
Double-click User Administrator > Users screen.
3
Double click on the name of the user that logs on to the server through Contact Center Manager Administration. The Login ID of this user is configured in the Desktop tab and is the same as the Login ID configured in the Server Properties page on the Contact Center Manager Administration. For details, see “Editing the sysadmin password in Contact Center Manager Administration,” on page 1931.
4
Select the Desktop tab, and note the access class of the user.
5
Use Server Utility to delete this user.
6
Redefine this user using the same Login ID, Password, and access class.
7
Log on to Contact Center Manager Administration.
8
Open the Configuration component.
9
Refresh the same Contact Center Manager Server. a. On the system tree, click the Contact Center Manager Server. b. On the menu bar, select Server > Refresh Server. You can also rightclick the server to refresh, and then select Refresh Server from the menu. Result: The following dialog box appears.
c. Click Yes. Result: The following dialog box appears.
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Standard 10.15
d. Click Yes. 10
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Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot print scheduled reports You cannot print scheduled reports from the Historical Reporting component.
Solution To print scheduled reports from the Historical Reporting component, you must add and configure a local printer on the Contact Center Manager Administration server while logged on as the administrator. To ensure the printer is configured correctly, see “Option 1: Configuring a network printer on the CCMA server” on page 180. After you configure the printer on the Contact Center Manager Administration server, you must remain logged on (as the administrator) to the Contact Center Manager Administration server for users to access the printer.
Installation and Maintenance Guide
1935
Troubleshooting
Standard 10.15
Cannot synchronize user imported reports; network drive access denied This problem occurs because the Contact Center Manager Administration IIS directory security account (that is, IUSR_SWC) is not able to read the report template on the network drive. This can occur for the following reasons:
The source report folder on the network drive is not shared with read permissions for IIS directory security account. The Contact Center Manager Administration is on a workgroup and the network PC is on a domain or vice-versa.
Solution Verify network access. CCMA is on a workgroup To verify the network access from Contact Center Manager Administration, map the network drive on which the report template is stored by using the IIS directory security account name and password (for example, IUSR_SWC) and enter the password for this account. Alternatively, you can use the net use command to verify whether you can map to the report folder on the network drive from the Contact Center Manager Administration server. 1
On the Contact Center Manager Administration server, go to MS-DOS prompt and run the net use command as follows: NET USE \\
1936
2
If you cannot map the network drive, check the permission on the report folder on the network drive.
3
If you can map a network drive, but synchronization status shows Access denied on the network drive, contact Nortel support.
Contact Center Manager Administration
December 2007
Troubleshooting
CCMA is on a domain and IIS directory security account is also using the domain account To verify the network access from Contact Center Manager Administration, map the network drive on which the report template is stored by using the domain name\IIS directory security account name and password (for example, MyDomain\Account Name) and enter the password for this account. Alternatively, you can use the net use command to verify whether you can map to the report folder on the network drive from the Contact Center Manager Administration server. 1
On Contact Center Manager Administration server, go to MS DOS prompt and run the net use command as follows: NET USE \\
2
If you cannot map the network drive, check the permission on the report folder on the network drive.
3
If you can map a network drive, but synchronization status shows Access denied on the network drive, contact Nortel support.
Installation and Maintenance Guide
1937
Troubleshooting
Standard 10.15
Cannot synchronize user imported reports; cannot copy to CCMA server This issue can occur when either the report is currently being run and synchronization was started at the same time, or if during the last successful synchronization, the report template file that was copied had read-only attributes on the network folder.
Solution
1938
1.
Make sure this report is not running.
2.
Change the attributes of this report template on the network drive and resave this report in Crystal software.
3.
On Contact Center Manager Administration server, run the Synchronize User Imported Report Templates again.
Contact Center Manager Administration
December 2007
Troubleshooting
Cannot import user created report templates; ASP script time out error A major architecture change occurred from Crystal Reports 8.5 to Crystal Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports are Unicode-compliant. This may cause delay or failure when importing and generating reports on Contact Center Manager Administration if the report templates were created in Crystal Reports 8.5 or earlier.
Solution Resave report templates that cannot be imported and that run on Crystal Reports 8.5 or earlier versions of Crystal Reports into Crystal Reports 9 or Crystal Reports 10. After you resave the report templates into Crystal Reports 9 or Crystal Reports 10, you can import the report templates into Contact Center Manager Administration. This is not always a problem; therefore, Nortel recommends that only customers experiencing this issue perform this procedure. Resaving reports running on Crystal Reports 8.5 or earlier into Crystal Reports 9 or Crystal Reports 10 1
Install Crystal Reports 10 Software on a PC other than the Contact Center Manager Administration server. Crystal Reports 9 is also supported by Contact Center Manager Administration. This procedure assumes that you resave reports to Crystal Reports 10, but you can use the same procedure to resave reports into Crystal Reports 9. Do not install Crystal Reports 9 or 10 on the Contact Center Manager Administration server.
2
On the PC on which you install Crystal Reports 10, create a new directory named OldVersionTemplates.
3
Copy all custom report templates created in Crystal 8.5 or earlier versions into the directory OldVersionTemplates.
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Troubleshooting
Standard 10.15
4
On the PC on which you install Crystal Reports 10, create a new directory named Crystal10Templates.
5
Open the Crystal Reports 10 software.
6
Click File > Open.
7
Go to the OldVersionTemplates directory to select one of the templates.
8
Click Open.
9
Click File > Save As to save the report template into a Crystal 10 version template.
10
Browse to the Crystal10Templates directory and click Save. Result: The report template is saved into a Crystal 10 version template in the Crystal10Templates directory.
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11
Repeat steps 6 - 10 for each of the report templates in the OldVersionTemplates directory.
12
After you save all the required templates into a Crystal Reports 10 version template, copy the Crystal Reports 10 templates to the desired PC that you want to use for Contact Center Manager Administration browser to import these report templates.
Contact Center Manager Administration
December 2007
Troubleshooting
Historical Reports cannot retrieve large number of agents When you access the Historical Reporting component and attempt to retrieve a large list of agents in the selection criteria, a blank list is returned.
Solution Increase the OAM Timeout value in the Real-Time Reporting settings to retrieve the agent details. For example, set the OAM Timeout value to 40000 for 4000 configured agents.
Installation and Maintenance Guide
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Troubleshooting
Standard 10.15
Cannot obtain a license to open a Report Creation Wizard session Check the License Manager Service configuration.
Checking the License Manager (LM) Service configuration 1
Click Start > All Programs > Manager Administration > Configuration.
2
Click LMService Configuration.
3
Verify that License Manager Server IP address and port numbers are correct.
4
For detailed logs, choose LM Service Log Level to “Debug” from the list.
5
Click OK to submit your changes, if any.
Obtaining event details 1
In the Windows event log, look for any entries with a source of LMService.
2
Open the log file LMService.log in notepad from CCMA install directory: Program Files\Nortel Networks\Wclient\Nortel_Log
3
Open the License Manager Interface log in notepad (for example, C:\LM_Interface.log) For co-resident server with Contact Center Manager Administration and Contact Center Manager Server, check with the Contact Center Manager Server administrator for the License Manager interface log file name and location.
1942
Contact Center Manager Administration
December 2007
Troubleshooting
Column Names text and data spill over the line in historical reports When a historical report is run, the Column Names text and the data runs over the line, making the report unreadable.
Solution The issue is caused by the printer driver on the Contact Center Manager Administration server. The generic text printer installed on the Contact Center Manager Administration server conflicts with the report formats. The resolution is to remove the generic text printer from the Contact Center Manager Administration server and install the printer driver that a Crystal Web process can see (for example, HP LaserJet 4000 Series).
Installation and Maintenance Guide
1943
Troubleshooting
Standard 10.15
Last column is cutoff when you run a report When you launch an Agent Performance report, the last column of the report is cut off in the Ad-hoc Crystal Report Viewer.
Solution Create a default printer and change the paper size to legal.
1944
Contact Center Manager Administration
December 2007
Troubleshooting
Historical reports selection criteria is slow to display list of agent IDs If the list of agent IDs in the Selection Criteria pane is taking a very long time to populate, check the DNS entries for the Contact Center Manager Server. A known issue occurred in which two entries were listed, the Nortel server subnet address and the ELAN subnet address.
Solution If the Nortel server subnet address and the ELAN subnet address are both listed, remove the ELAN subnet address.
Installation and Maintenance Guide
1945
Troubleshooting
Standard 10.15
The scheduled report export fails on the network drive This problem occurs because the Contact Center Manager Administration Scheduled report account (iceAdmin or the domain account) cannot write to the folder that you specify in the output file text box when scheduling the report. This can occur because of the following reasons:
The scheduled report account or account password used for the shared folder on the client PC does not match the scheduled report account or account password on the Contact Center Manager Administration server.
You specified an invalid path when scheduling the report.
The network directory folder does not have read/change permissions.
A network problem occurs when connecting to the directory folder.
Solution Use the iceAdmin Password Change Utility to reset the scheduled report account or account password. This resets all the scheduled reports to use the correct account name and password to export reports. To verify the network access from Contact Center Manager Administration, use scheduled report account name (iceAdmin or the domain account) and password for this account to map the network drive to which the report is to be exported. Alternatively, you can use the net use command to verify whether you can map to the directory folder on the network drive from the Contact Center Manager Administration server. 1
On Contact Center Manager Administration server, go to MS DOS prompt and run the net use command as follows: If you use iceAdmin as your scheduled report folder, type: NET USE \\
1946
Contact Center Manager Administration
December 2007
Troubleshooting
If you use the domain account as your scheduled report folder, type: NET USE \\
If you cannot map the network drive, check the permission on the report folder on the network drive.
3
If you can map the network drive, try creating a file on the network folder. If you cannot create a file on the network folder, check the share permissions on the network folder from the network PC. It must be set to Read/Change for the account you have set up on the network PC.
4
If you can create a file on the network folder but the scheduled report export still fails, contact Nortel support.
Installation and Maintenance Guide
1947
Troubleshooting
Standard 10.15
You cannot activate scheduled reports You cannot activate scheduled reports in Contact Center Manager Administration. This problem occurs if the Internet Information Services (IIS) default security account under anonymous access is not a member of the backup operators group, or if you need to reset your scheduled report account (that is, the iceAdmin password or the domain account/password).
Solution To solve this issue perform the following tasks:
Ensure that the IIS default security account under anonymous access is a member of the backup operators group. Reset scheduled report account or account password using the iceAdmin Password Change utility.
Ensuring that IIS default security account under anonymous access is a member of backup operators 1
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
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 window appears.
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Contact Center Manager Administration
December 2007
Troubleshooting
5
Click the Directory Security tab.
6
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.
7
Ensure that Enable Anonymous Access is selected and note the user account that is listed in the User Name box.
8
Close all windows.
9
Click Start > Control Panel > Administrative Tools > Computer Management.
10
In the left pane, click the Local Users and Groups heading.
11
In the right pane, double-click the Groups folder.
12
From the list of groups in the right pane, double-click Backup Operators.
13
Ensure that the IIS default security account under anonymous access is listed under backup operators. If it is listed, proceed to “Resetting the scheduled report account or account password using the iceAdmin Password Change Utility” on page 1950. OR
Installation and Maintenance Guide
1949
Troubleshooting
Standard 10.15
If the IIS default security account under anonymous access is not listed, click Add. 14
Enter the domain account as <domainname>\account name, and then click OK. OR Click Locations and select the domain in which the network domain account belongs, click OK, and then enter the domain account as <domainname>/account name.
15
Click OK.
16
If you cannot see the domain account on the Contact Center Manager Administration server, contact your network administrator for resolution.
17
Close all windows to complete the procedure.
Resetting the scheduled report account or account password using the iceAdmin Password Change Utility 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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Contact Center Manager Administration
December 2007
3
Troubleshooting
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the old password.
5
In the New Password box, retype 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 do not want to export scheduled reports to a domain account, or if the domain account button is disabled, proceed to step 14. OR
Installation and Maintenance Guide
1951
Troubleshooting
Standard 10.15
To export scheduled reports to a domain account, click Domain Account. Result: The Optional Domain Account Setup window appears.
The domain account setup function of the iceAdmin Password Change Utility can be used to reset the domain account password if it is changed by the administrator. 9
From the Select Domain Name list, select the name of the domain to add.
10
In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.
11
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.
12
In the Confirm Domain Account Password box, retype the domain account password.
13
Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.
14
Click OK. Result: The system ensures that you typed the same password both times, and then resets the password in all required components.
15
1952
Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Troubleshooting
Historical reports always display and print in portrait orientation Your historical reports always display and print in portrait orientation even if the report template is designed for landscape mode, thereby truncating part of the report data columns.
Solution This issue is caused by the printer driver on the Contact Center Manager Administration server. Remove the “Microsoft Office Document Image Writer” printer from the Contact Center Manager Administration server.
Installation and Maintenance Guide
1953
Troubleshooting
Standard 10.15
Exporting large reports to PDF causes error message When exporting a large report to PDF, the following error message appears: “The report was not exported. The selected export format may be disabled on the server.” The error message appears if you attempt to export a report to PDF that has more than 360 pages.
Solution To export a report to PDF with more than 360 pages, you must use the page selection fields to export reports in batches of 360 pages or less. For example, export page 1 to page 360 to PDF. Then for the remaining pages, select these pages using ranges of 360 pages or less.
1954
Contact Center Manager Administration
December 2007
Troubleshooting
Fonts are missing in Report Creation Wizard There are fonts missing from the font list on the Configuration Settings page and the Report Layout page in Report Creation Wizard.
Solution The available fonts in Report Creation Wizard are the fonts installed on the Contact Center Manager Administration server. Verify with the administrator that the installed fonts meet the following requirements:
The font must be a TrueType font. The font must support the following styles: Regular, Bold, Italic, Underlined, and Strikethrough. The font must support ANSI or Symbol character sets. The font can also support other character sets, such as ShiftJIS or ChineseBig5.
Fonts installed on the Contact Center Manager Administration server that do not meet these requirements are not available in Report Creation Wizard.
Installation and Maintenance Guide
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Troubleshooting
1956
Standard 10.15
Contact Center Manager Administration
December 2007
Section I:
Troubleshooting
Configuration Tool problems
In this section Problems with the Configuration Tool
Installation and Maintenance Guide
1958
1957
Troubleshooting
Standard 10.15
Problems with the Configuration Tool The amount of configuration data you can upload using the Contact Center Manager Administration Configuration component is restricted by the limits you set in the Parameters tab of the Historical Statistics window in Contact Center Manager Server. For example, if you have a limit of 240 configured CDNs in the Historical Statistics on Contact Center Manager Server, you cannot upload more than 240 CDNs using the Contact Center Manager Configuration Tool spreadsheet. Always verify the Contact Center Manager Server limits before beginning the upload process.
Solution Ensure that the Security level is set to Medium, and Macros are enabled in Tools > Macro > Security. If you use a client PC to upload or download configuration data, ensure that the Contact Center Manager Administration application can be accessed from the client with the Contact Center Manager Administration Server Name. The number of agent to skillset and agent to supervisor assignments that you can upload from the Contact Center Manager Configuration Tool spreadsheets is restricted to the number of worksheet columns that your version of Microsoft Excel supports.
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December 2007
Troubleshooting
Section J: Access and Partition Management
In this section Cannot find Access and Partition Management information
1960
Cannot view agents or skillsets
1962
Cannot create Report Groups due to failure of XML counter upgrade
1963
Installation and Maintenance Guide
1959
Troubleshooting
Standard 10.15
Cannot find Access and Partition Management information After you restore your backup file of Contact Center Manager Administration data, your Access and Partition Management data is missing. This occurs when you use the Windows Backup Utility to create your backup file and two of the ADAM files do not successfully back up.
Solution You must ensure that the following ADAM files are included for all users in the Windows Backup Utility, and then backup and restore your Contact Center Manager Administration data again:
<x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit
<x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
Ensuring that all ADAM files back up and restore correctly 1
Click Start > All Programs > Accessories > System Tools > Backup. Result: The Backup and Restore Wizard appears.
2
Select Advanced Mode by clicking the Advanced Mode option. Result: The Backup Utility Advanced Mode welcome screen appears.
3
Click the Restore and Manage Media tab. Result: The Restore and Manage media window appears.
4
In the left-hand pane, expand the backup file that you use to restore your Contact Center Manager Administration data files by clicking the plus (+) sign next to the desired media item.
5
In the expanded list of the Contact Center Manager Administration backup file, ensure that the following files are listed: <x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit <x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
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Contact Center Manager Administration
December 2007
6
Troubleshooting
If the two ADAM files in step 5 do not appear in the expanded list, select Tools > Options in the Windows Backup Utility. Result: The Options window appears.
7
Select the Exclude Files tab. Result: The Exclude Files window appears.
8
Under Files excluded for all users:, select the following ADAM files and click Remove: <x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit <x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
9
Click OK.
10
Close all windows to exit the Windows Backup Utility.
11
Create a new backup file of your Contact Center Manager Administration data files, and restore the backup file again. For details, see Chapter 14, “Resiliency (backup, restore, and disaster recovery)”. When creating the new backup file of the Contact Center Manager Administration data files, ensure that the following ADAM files are selected when you perform the backup: <x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit <x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
Installation and Maintenance Guide
1961
Troubleshooting
Standard 10.15
Cannot view agents or skillsets If you cannot view available agents and skillsets in the User Defined Partition view, ensure that all servers configured on the Contact Center Manager Administration are fully operational. If a server that is not fully operational is listed for this partition, it can result in a failure to display agent and skillset information for any remaining servers.
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Contact Center Manager Administration
December 2007
Troubleshooting
Cannot create Report Groups due to failure of XML counter upgrade When a user with the correct permissions, for example the webadmin user, tries to create report groups, the user encounters the following error: “Unable to read ADAM system parameters – Failed to add report group” This error occurs when the RemoveCounterXML.exe upgrade utility does not run correctly during the SU02 upgrade. The log file created when you run the upgrade utility is in the Nortel Logs folder. To confirm the error, confirm that the log file on the affected machine is similar to the following example: RemoveCounterXML.log CCMA6.0: Adding Counter.xml value to ADAM as System Parameter -----------------------------------------Begin on: 15/01/2006 15:06:44 ADAM check complete: Counter needs to be updated. Updating........ ERROR: while creating Counter entry Error Number:-2147218445
Description:Object doesn't exist.
Solution Run the RemoveCounterXML.exe upgrade utility. Running the RemoveCounterXML.exe upgrade utility 1
On the Contact Center Manager Administration server, go to X:\Program Files\Nortel Networks\WClient\Apps\SupportUtil where X:\ is the drive where you installed Contact Center Manager Administration.
2
Double-click RemoveCounterXML.exe. Result: The utility runs in the background and creates a log entry.
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Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section K: Contact Center Management
In this section “No Supervisors Defined” error messages occur
Installation and Maintenance Guide
1966
1965
Troubleshooting
Standard 10.15
“No Supervisors Defined” error messages occur You add supervisors in Contact Center Management and exit the component. When you return to the component and select the same server in Contact Center Manager Server on which you defined the supervisors, you find that the supervisors are not there, and an error message appears stating “No Supervisors Defined.”
Solution This problem can occur when the bindings order of the ELAN subnet network card and Nortel server subnet network card on the server in Contact Center Manager Server is not set up correctly. You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, and then the virtual adapters for remote access. Ensure that all Contact Center Manager Administration-specific stored procedures are on the Contact Center Manager Server. Configuring the bindings order of the network interface cards
1966
1
On the server in Contact Center Manager Server, click Start > Control Panel.
2
Double-click Network and Dial-up Connections.
3
Click either the Nortel server subnet or ELAN subnet connection, and then, from the Advanced menu, click Advanced Settings.
4
In the Connections box, make sure that the Nortel server subnet connection is listed first. If it is not first, adjust the order so that it appears first.
5
Save your changes and close all windows.
6
Restart the server in Contact Center Manager Server.
Contact Center Manager Administration
December 2007
Troubleshooting
Ensuring that all Contact Center Manager Administration specific stored procedures are on the Contact Center Manager Server 1
On the Contact Center Manager Server, browse to the directory D:Nortel\iccm\dbinst\
2
Ensure that all the following stored procedures are in the directory:
WC_spAgentDetails.sql
WC_spAgQuery_.sql
WC_spAgQuery.sql
WC_spASNAgQuery.sql
WC_SAUAData.sql
WC_spSSAAgtAV.sql
WC_spSSQuery.sql
WC_spUAQuery.sql
WC_spSkAgQuery.sql
WC_spMaxAgtSearch.sql
Installation and Maintenance Guide
1967
Troubleshooting
1968
Standard 10.15
Contact Center Manager Administration
December 2007
Troubleshooting
Section L: Agent Desktop Display problems
In this section Cannot upgrade Agent Desktop Display
1970
Agent Desktop Displays do not show any data
1971
Installation and Maintenance Guide
1969
Troubleshooting
Standard 10.15
Cannot upgrade Agent Desktop Display Agent Desktop Display fails to upgrade from Symposium Web Client 4.5 to Contact Center Manager Administration 6.0 on client PCs. This can occur if you have proxy settings turned on when you attempt to upgrade Agent Desktop Display.
Solution Ensure that proxy settings are turned off before you upgrade Agent Desktop Display. Turning off proxy settings 1
On Internet Explorer, click Tools > Internet Options. Result: The Internet Options window appears.
2
On the Connections tab, click LAN Settings. Result: The Local Area Network (LAN) Settings window appears.
3
Clear the checkbox next to Use a proxy server for your LAN.
4
Click OK.
5
Close all windows to complete the procedure.
If your network security policy requires it, you must turn proxy settings back on after you complete the Agent Desktop Display upgrade.
1970
Contact Center Manager Administration
December 2007
Troubleshooting
Agent Desktop Displays do not show any data When launching Agent Desktop Displays, no data is presented.
Solution On the Contact Center Manager Server, ensure that the RSM Compression option has not been selected in the RTD Multicast Controller window. If you select the RSM Compression option when you configure Contact Center Manager Server, real-time displays and Agent Desktop Displays will not function in Contact Center Manager Administration. Ensuring that the RSM Compression option is not configured on Contact Center Manager Server 1
On the Contact Center Manager Server, click Start > All Programs > Nortel Contact Center > Manager Server > Multicast Stream Control. Result: The RTD Multicast Controller window opens.
2
In the Compression section of the RTD Multicast Controller window, deselect the RSM Compression option.
3
Click Apply.
4
Click OK.
5
Close all windows to complete the procedure.
6
To activate new RSM settings on the Contact Center Manager Server (except multicast rates), stop and start the Statistical Data Propagator (SDP) service.
Installation and Maintenance Guide
1971
Troubleshooting
1972
Standard 10.15
Contact Center Manager Administration
Appendix A
Event Codes In this appendix Operating System events
1974
Contact Center Management Administration events
1976
Installation and Maintenance Guide
1973
Event Codes
Standard 10.15
Operating System events
Event
ISS Service Failure
Event ID
Severity
Source
7031
Critical
Service Description: The World Wide Web Control Publishing Service service terminated Manager unexpectedly.
Description and mitigation
Mitigation: Specify a recovery action of restart for the Service. IIS Service Failure
7031
Critical
Service Description: The IIS Admin Service Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ADAM Service 7031 Failure
Critical
Service Description: The SymposiumWC Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Real Time Information Service Failure
7031
Major
Service Description: The IceRTDService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
ICE Assignment 7031 Service Failure
Major
Service Description: The ICE Assignment Control service terminated unexpectedly Manager Mitigation: Specify a recovery action of restart for the Service.
Emergency Help Service Failure
Major
Service Description: The IceEmHlpService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
1974
7031
Contact Center Manager Administration
December 2007
Event
License Manager Service Failure
Event Codes
Event ID
Severity
Source
7031
Major
Service Description: The CCMA LMService Control service terminated unexpectedly. Manager Mitigation: Specify a recovery action of restart for the Service.
Installation and Maintenance Guide
Description and mitigation
1975
Event Codes
Standard 10.15
Contact Center Management Administration events Event ID
Severity
Source
Description
101
Critical
CCMA
Registry key \SOFTWARE\Nortel\RTD can not be created or opened!
102
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be read!
103
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be read!
104
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be read!
105
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Receive can not be written!
106
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be written!
107
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Transform Rate can not be written!
108
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Output Rate can not be written!
109
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\IP Send can not be read!
110
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be written!
1976
Contact Center Manager Administration
December 2007
Event Codes
Event ID
Severity
Source
Description
111
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\OAM Timeout can not be read!
112
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be written!
113
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Tranmission Option cannot be read!
114
Information CCMA
Unicast realtime data transmission is not supported from this server.
115
Information CCMA
A unicast connection with this client already exists for statistic type %1.
116
Major
CCMA
The IP address %1 for stat %2 could not be stored. Unicast connection cannot be established.
117
Major
CCMA
Error establishing unicast socket, could not bind to the socket.
118
Major
CCMA
Error establishing unicast socket, the socket could not be created.
119
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be written!
120
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Max Unicast Sessions cannot be read!
121
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be written!
122
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Compression cannot be read!
Installation and Maintenance Guide
1977
Event Codes
Standard 10.15
Event ID
Severity
Source
Description
123
Major
CCMA
%1 unicast sessions open, no further sessions available. %nThis value may be increased through the RTR settings.
124
Major
CCMA
The IP address %1!s! for stat %2 could not be stored in the timestamp map. Unicast connection not established.
125
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be written!
126
Critical
CCMA
Registry value \SOFTWARE\Nortel\RTD\Multicast Filter cannot be read!
140
Major
CCMA
Socket “select” in receiver thread failed %1
141
Major
CCMA
HELLO Message Timeout. Haven't heard from IP %1!s! stat %2!s! for more than 5 minutes. Closing connection.
150
Major
CCMA
Socket initialization failed.
151
Major
CCMA
Request failed! Host is down or nbnmsrvc.exe is not running. Error code %1!s!.
152
Minor
CCMA
OAM Error! Error code %1!s!.
153
Major
CCMA
Host %1!s! not found! %nError resolving host name to IP address.
154
Minor
CCMA
%1!s!: Socket error %2!s!.
155
Minor
CCMA
Registry value \\SOFTWARE\\Nortel\\RTD\\NCC Server can not be read or written!
1978
Contact Center Manager Administration
December 2007
Event Codes
Event ID
Severity
Source
Description
156
Minor
CCMA
Registry value \\SOFTWARE\\Nortel\\WClient\\WClient_path can not be read or write!
157
Minor
CCMA
Registry key \\SOFTWARE\\Nortel\\WClient can not be opened!
159
Minor
CCMA
Host name parameter is missing or empty in call to function!
160
Minor
CCMA
Registry key \\SOFTWARE\\Nortel\\EmergencyHelp can not be opened!
161
Minor
CCMA
Invalid registry key name was passed!
162
Major
CCMA
%1!s! error: %2!s!.\nHost: %3!s!.\nIP Address: %4!s!.\nNote: SCCS 4.0 servers do not support that function
200
Information CCMA
System Error Detail = %1!s!
201
Information CCMA
Generic Error Detail = %1!s!
500
Information CCMA
%1!s!
1000
Minor
CCMA
ICESocket Exception: %1!s!
1100
Major
CCMA
Message registration Send failed with %1!s! %nMessage: %2!s! %nChannel: %3!s! %nStatus=%4 %nchName=%5!s! %naddress=%6!s!
1101
Information CCMA
Installation and Maintenance Guide
Message registration passed with %1!s! %nMessage: %2!s! %nChannel: %3!s! %nchannelName = %4!s! %naddress = %5!s! %n
1979
Event Codes
Standard 10.15
Event ID
Severity
Source
Description
1102
Major
CCMA
Message registration Connect failed with %1!s! %nMessage: %2!s! %nChannel: %3!s! %nStatus=%4 %nchName=%5!s! %naddress=%6!s!
1103
Major
CCMA
Message Re-Registration Send failed with %1!s! %nChannel %2!s! %nstatus = %3 %nchannel name = %4!s! %naddress = %5!s!
1104
Information CCMA
Message Re-Registration passed with %1!s! %nChannel: %2!s! %nchannel Name = %3!s! %naddress = %4!s!
1105
Major
CCMA
Message Re-Registration Connect Failed with %1!s! %nChannel: %2!s! %nstatus=%3 %nchannel name=%4!s! %naddress=%5!s!
1106
Major
CCMA
Can not find server name for the site %1!s!
1107
Major
CCMA
Can not find host %1!s! address
1108
Minor
CCMA
ePerform NIOAM_dwUserGet error: %1
1109
Minor
CCMA
%1!s! %nError: %2. %nHost: %3!s!. %nIP Address: %4!s!
2000
Information CCMA
1000
Information ICEEmHlpService lists successfully and unsuccessfully refreshed servers
1980
Generic OAM Error: %1!s!
Contact Center Manager Administration
Appendix B
Change the names or IP addresses of servers In this appendix Overview
1982
Change the Contact Center Manager Server name
1983
Change the Contact Center Manager Server IP address
1997
Change the Contact Center Manager Standby Server name
2014
Change the Contact Center Manager Standby server IP address
2034
Change the co-resident server name
2058
Change the co-resident server IP address
2081
Change the Contact Center Manager Administration server name
2092
Change the Contact Center Manager Administration server IP address
2109
Change the Communication Control Toolkit server name
2116
Change the Communication Control Toolkit IP address
2126
Change the Contact Center Multimedia server name
2130
Change the Contact Center Multimedia IP address
2142
Change the Contact Center Multimedia Standby server name
2149
Installation and Maintenance Guide
1981
Change the names or IP addresses of servers
Standard 10.15
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.
1982
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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 2058. 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 Manager Administration.
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.
Installation and Maintenance Guide
1983
Change the names or IP addresses of servers
Standard 10.15
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.
1984
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
1985
Change the names or IP addresses of servers
4
Standard 10.15
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.
1986
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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 1988. 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.
Installation and Maintenance Guide
1987
Change the names or IP addresses of servers
Standard 10.15
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.
1988
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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 1989. 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.
Installation and Maintenance Guide
1989
Change the names or IP addresses of servers
Standard 10.15
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.
1990
Contact Center Manager Administration
December 2007
5
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 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.
Installation and Maintenance Guide
1991
Change the names or IP addresses of servers
Standard 10.15
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.
1992
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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 1993. 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.
Installation and Maintenance Guide
1993
Change the names or IP addresses of servers
Standard 10.15
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
1994
In the Server Name box, change the name of the Contact Center Manager Server.
Contact Center Manager Administration
December 2007
9
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
1995
Change the names or IP addresses of servers
Standard 10.15
b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.
1996
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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 2081. 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.
Installation and Maintenance Guide
1997
Change the names or IP addresses of servers
Standard 10.15
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 2012.
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.
1998
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.
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
1999
Change the names or IP addresses of servers
2000
Standard 10.15
3
Click the Local Area Network IP tab.
4
From the IP Address list, select the new Nortel server subnet IP address.
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2001
Change the names or IP addresses of servers
Standard 10.15
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 Manager Administration. 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.
2002
1
On the Network Control Center server, from the Start menu, select Run.
2
In the Open box, type nbconfig -admin.
Contact Center Manager Administration
December 2007
3
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2003
Change the names or IP addresses of servers
Standard 10.15
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 2005. ATTENTION
2004
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.
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2005
Change the names or IP addresses of servers
Standard 10.15
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.
2006
Contact Center Manager Administration
December 2007
3
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2007
Change the names or IP addresses of servers
Standard 10.15
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 2009. 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
2008
Close all windows to complete the procedure.
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2009
Change the names or IP addresses of servers
5
Standard 10.15
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.
2010
Contact Center Manager Administration
December 2007
1
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2011
Change the names or IP addresses of servers
Standard 10.15
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.
2012
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2013
Change the names or IP addresses of servers
Standard 10.15
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.
2014
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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 2021.
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.
Installation and Maintenance Guide
2015
Change the names or IP addresses of servers
Standard 10.15
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
2016
Restart the Standby Server.
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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:
Installation and Maintenance Guide
2017
Change the names or IP addresses of servers
Standard 10.15
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. 2018
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2019
Change the names or IP addresses of servers
Standard 10.15
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.
2020
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 2021.
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 Manager Administration
December 2007
Change the names or IP addresses of servers
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 Manager Administration.
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.
Installation and Maintenance Guide
2021
Change the names or IP addresses of servers
Standard 10.15
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.
2022
Contact Center Manager Administration
December 2007
3
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2023
Change the names or IP addresses of servers
7
Standard 10.15
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 2025. ATTENTION
2024
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.
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2025
Change the names or IP addresses of servers
Standard 10.15
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 2027. 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.
2026
Contact Center Manager Administration
December 2007
3
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
2027
Change the names or IP addresses of servers
4
Standard 10.15
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.
2028
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
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
2029
Change the names or IP addresses of servers
Standard 10.15
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 2030. 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.
2030
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 Manager Administration
December 2007
Change the names or IP addresses of servers
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.
Installation and Maintenance Guide
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Change the names or IP addresses of servers
9
Standard 10.15
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.
2032
Contact Center Manager Administration
December 2007
Change the names or IP addresses of servers
b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.
Installation and Maintenance Guide
2033
Change the names or IP addresses of servers
Standard 10.15
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 2041, 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 2041, 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 2041, 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
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11
Change the Standby Server IP address using the procedures in “Changing the Contact Center Manager Server IP address” on page 2041, 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 2056.
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 Manager Administration. 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 2049. ATTENTION
2048
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 2053. 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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5
Standard 10.15
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
Change the names or IP addresses of servers
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 2061. 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
2060
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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3
Standard 10.15
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.
2062
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 2063. 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,
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 10.15
In the tree, click the plus sign (+) beside
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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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 2070. OR If you are going to export scheduled reports to a domain network PC, proceed to “Exporting scheduled reports” on page 2069.
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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3
Standard 10.15
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 2070.
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 2071. ATTENTION
1
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.
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 2074. 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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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 2077. 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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Standard 10.15
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 2084. 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 2085. 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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3
Change the names or IP addresses of servers
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 2087. 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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Change the names or IP addresses of servers
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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1
Standard 10.15
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:
2092
1.
Change the Contact Center Manager Administration server name in Windows.
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
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 2070. OR If you are going to export scheduled reports to a domain network PC, proceed to “Exporting scheduled reports” on page 2069.
Exporting scheduled reports This procedure is a continuation of the previous procedure.
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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 2103. 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 2105. 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 2106. 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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3
Standard 10.15
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.
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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.
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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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
2110
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
1
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.
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 10.15
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 2123. ATTENTION
1
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.
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
2122
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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6
Standard 10.15
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
1
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.
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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Standard 10.15
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 2123. ATTENTION
1
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.
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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Change the names or IP addresses of servers
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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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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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 2133. 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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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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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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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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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. 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 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 2138. 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://
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
1
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.
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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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 2133. ATTENTION
1
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.
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. 2144
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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 2138. 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://
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
1
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.
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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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 2126.
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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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 Manager Administration
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Change the names or IP addresses of servers
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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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://
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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Appendix C
CCMA in a Citrix environment In this appendix Contact Center Manager Administration and Citrix
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Contact Center Manager Administration and Citrix You can access Contact Center Manager Administration and Agent Desktop Display through Terminal Services or Citrix Presentation Server 4.0. When accessing Contact Center Manager Administration through either a Citrix or Terminal Services client on their PCs, end users (supervisors) connect through an Internet Explorer browser that runs on the Terminal Services and Citrix server. The browser is made available to them through a Terminal Services and Citrix client that is running locally on their PC. ATTENTION
Nortel does not support connection to Contact Center Manager Server or Contact Center Manager Administration server through Citrix Presentation Server 4.0. However, you can access the Contact Center Manager Administration application and Agent Desktop Displays through Citrix Presentation Server 4.0. Nortel does not support the Unicast option for Real-Time Displays in a Citrix environment.
The following diagram provides an overview of the Citrix environment when combined with Contact Center Manager Administration:
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Citrix server software requirements
Windows Server 2003 with Internet Information Services (IIS) and Terminal Services configured in Application Server mode—For recommendations about the latest Microsoft Service Packs to install, go to www.citrix.com. Microsoft Internet Explorer 6.0 with the latest supported service pack—For information about the service packs validated with Contact Center Manager Administration, consult the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List located at www.nortel.com. Simple Object Access Protocol (SOAP) client software—The Microsoft SOAP toolkit 3.0 is not required if you install SU04 or later. Required ActiveX controls—These controls are usually downloaded automatically when you connect to the Contact Center Manager Administration server. However, in a Citrix environment, you must either install these controls from an MSI file or manually download these controls onto the Citrix server. For more information about installing ActiveX controls from an MSI file, see “Running the ActiveX Controls.msi file on each client PC” on page 311. For more information about manually downloading ActiveX controls, see “To manually download the required third-party ActiveX controls” on page 2167.
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For more information about the software requirements for the Contact Center Manager Administration server, see Nortel Contact Center Manager Administration PreInstallation Guide.
Citrix client hardware and software requirements For details about the Citrix client hardware and software requirements, consult the Citrix documentation.
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Installation overview You can configure and use either of the following environments with Contact Center Manager Administration:
Terminal Services server environment—In this environment, you must install Windows Server 2003 and Terminal Services (enabled in application server mode) on the server. Citrix Presentation Server 4.0 environment—In this environment, in addition to installing Windows Server 2003 and Terminal Services (enabled in application server mode) on the server, you must also install the Citrix Presentation Server 4.0 software.
Choose the environment that is best suited to your organization. For information about installing Terminal Services and Citrix, see “CCMA and Citrix installation and configuration checklist” on page 2162.
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CCMA and Citrix installation and configuration checklist When you set up Terminal Services and Citrix in a Contact Center Manager Administration environment, use the following checklist to guide you through the installation and configuration steps. Because some procedures are the same as those you perform in a traditional Contact Center Manager Administration environment (that is, non-Citrix), the checklist refers you to the relevant sections in the guide; all Citrix procedures are covered in this appendix. Install order
Installation task description
✓
1
On the Terminal Services/Citrix server, install Windows 2003 Server; follow the instructions provided in Contact Center Technical Requirements and Operating System Configuration Guide.
❑
Note: Follow the steps in the Windows 2003 Server checklist to install the software on either the Contact Center Manager Administration server or the Terminal Services/Citrix server. The installation steps for each server are slightly different. Differences are indicated in notes in the appropriate installation step. 2
Install terminal services, following the Microsoft documentation.
❑
3
On the Terminal Services/Citrix server, switch to install mode as follows:
❑
1 Log on to the server as a local administrator. 2 Open a command prompt. 3 At the C:\> prompt, type change user /install. 4 Press Enter. 5 Minimize the command window. Note: For more detailed information, consult your Windows Server 2003 documentation.
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Install order
Installation task description
✓
4
On the Terminal Services/Citrix server, configure Internet Explorer. For details, refer to Step 3. “Configure Internet Explorer” on page 267.
❑
5
On the Terminal Services/Citrix server, install the Simple Object ❑ Access Protocol (SOAP) client software. For details, see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
6
On the Terminal Services/Citrix server, install the required thirdparty controls. To do so, you can perform either of the following procedures:
7
❑
Manually install the ActiveX controls.msi file on the Citrix server. This file contains all the required controls bundled in one file. For details, see “Running the ActiveX Controls.msi file on each client PC,” on page 311, substituting the Citrix server for the client PC. Manually download the required third-party ActiveX controls. For details, refer to “Manually downloading the required thirdparty ActiveX controls” on page 2167.
On the Terminal Services/Citrix server, install the Agent Desktop ❑ Display client software. For details, see Section C: “Configuring agent workstations,” on page 315.
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✓
Install order
Installation task description
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Configure the Agent Desktop Display client software. In a normal ❑ Contact Center Manager Administration environment (that is, nonCitrix), administrators configure each client installation with the IP address of the server in Contact Center Manager Server with which the Agent Desktop Display application works. In a Citrix environment, however, multiple agents access the application through a single Terminal Services/Citrix server and, as a result, they all retrieve the same configuration information. For this reason, all agents who use Agent Desktop Display through a Terminal Services/Citrix server must be configured on the same server in Contact Center Manager Server (because the application can only communicate with a single server in Contact Center Manager Server). In a Citrix environment, each Terminal Services/Citrix server can point to a different server in Contact Center Manager Server and can publish each of the configured Agent Desktop Display applications to the Program Neighborhood under a different name. These published applications can then be filtered by username or group, thereby allowing different groups of users to access different servers in Contact Center Manager Server. Nortel recommends this configuration when agents from different servers in Contact Center Manager Server require access to the Agent Desktop Display application. For information about using roaming user profiles, see “Using roaming profiles in a Terminal Services/Citrix environment” on page 2171.
9
Put the Terminal Services/Citrix server into execute mode before proceeding to the next step.
❑
1 Maximize the command window that you had minimized at the end of step 2. 2 At the prompt, type change user /execute, and then press Enter. 3 Close the command prompt. 2164
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✓
Install order
Installation task description
10
Configure the Terminal Services/Citrix server default user profile ❑ for new users. For information, see the Microsoft documentation on user profiles. After you finish this step, choose one of the following:
To work with a Terminal Services server, proceed to step 12.
To work with a Citrix server, then continue to the next step.
11
Check the Citrix Web site (www.citrix.com) for the latest software ❑ updates.
12
On the Citrix server, to install the Citrix Presentation Server 4.0 software, create a server farm, or add the server to an existing server farm. For details, see the Citrix documentation.
❑
13
Install and activate the Citrix Presentation Server 4.0 licenses.
❑
14
Set up a local printer on the Citrix client PC, and then share the printer. Add this shared printer to the Terminal Services/Citrix server. You can then use this local printer to print from Contact Center Manager Administration applications. For details about setting up printers, see your Microsoft documentation.
❑
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Install order
Installation task description
✓
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To give users access to graphical displays that they export from Contact Center Manager Administration without publishing the desktop, publish the shared directories in which these exported files are saved as follows:
❑
1 Create a folder on a remote server as follows: \\<server_name>\Profiles\<user_name> where <server_name> is the name of the server and <user_name> is the Windows logon ID of the user. 2 Share this folder with the appropriate permissions so that users can read and write to it remotely. 3 In the MetaFrame XP Management Utility, publish the new folder as content, meaning that you make available to users with the appropriate privileges any documents, folders, and images within it. 4 Type the Universal Naming Convention (UNC) folder name, and then click Next. Note: A UNC folder name is the full Windows 2000 name of a resource on a network. It conforms to the \\<server_name>\<sharename> syntax. 5 Apply the appropriate permissions to the folder, and then click Finish. Users have read/write, and possibly delete access permissions to this folder.
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Create a private graphical display of type chart. Launch the display ❑ you have just created.
17
Publish the Internet Explorer and Agent Desktop Display ❑ applications for use by the Terminal Services/Citrix server. Use your preferred means of application publishing to do so. For more information, see the Citrix documentation.
18
Optionally, install Microsoft Office applications on the Terminal Services/Citrix server.
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Manually downloading the required third-party ActiveX controls Contact Center Manager Administration uses a number of ActiveX controls within Internet Explorer. The controls are usually downloaded automatically by the Internet Explorer browser when users first access the Contact Center Manager Administration pages that require them. However, in a Terminal Services/Citrix environment, Nortel recommends that you download these controls manually while logged on to the Terminal Services/Citrix server as an administrator. The following procedure describes how to trigger the download. Note: Instead of manually downloading the client controls, you can use the ActiveX controls.msi file to install all controls at once on the Citrix server. For details about this file, see “Running the ActiveX Controls.msi file on each client PC,” on page 311, substituting the Citrix server for the client PC. To manually download the required third-party ActiveX controls 1
Log on to the Terminal Services/Citrix server as the administrator or as a user with administrator privileges.
2
From the server, log on to Contact Center Manager Administration as webadmin.
3
From the launchpad, click Configuration.
4
Add a server in Contact Center Manager Server, if one has not already been added. Note: For details, see the online Help included with Contact Center Manager Administration.
5
In Configuration, log on to a server in the tree. Result: The server expands to reveal a series of folders.
6
Click the CDNs (Route Points) folder. Result: The CDNs (Route Points) window appears and the system downloads the required third-party control.
7
In Configuration, log on to an Network Control Center (NCC) server in the tree. If there is no NCC server listed, then add one. Result: The server expands to reveal a series of folders.
8
Click the Sites folder, and then click the Assignments folder.
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Under Assignments, click on a server name. Result: The system downloads the required third-party control.
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From the menu, select Launchpad > Historical Reporting.
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From the system tree, log on to a server and open a standard report.
12
In the right pane, click Run Now. Result: The system runs the report and downloads the required third-party control.
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From the menu, select Launchpad > Real-Time Reporting.
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In the system tree, log on to a server, and then create a private skillset chart display. Note: For details, see the online Help included with Contact Center Manager Administration.
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Launch the display you created. Result: The system launches the display and downloads the required thirdparty control.
16
From the menu, select Launchpad > Emergency Help.
17
In the system tree, click a server to launch an Emergency Help display. Result: The system launches the display and downloads the required thirdparty control.
18
From the menu, select Launchpad > Scripting.
19
In the system tree, log on to a server, and then click the Application Thresholds folder.
20
In the system tree, click the Script Manager folder.
Installing the Citrix Presentation Server 4.0 software The installation of the Citrix MetaFrame XPe Server software involves the following two main procedures:
Create a server farm, or add the server to an existing server farm. Activate the Citrix MetaFrame XPe Server licenses.
Refer to the Citrix software installation procedure in the Citrix documentation. The following procedure is provided as a guideline only. 2168
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To create or join a server farm 1
Insert the Citrix MetaFrame XPe Server software CD-ROM in the Citrix server.
2
Log on to the Citrix server as the domain administrator.
3
Click Start > Control Panel > Add or Remove Programs.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install the Citrix MetaFrame XP Server software from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears.
7
Click Browse, and then navigate to the setup file on the Citrix CD-ROM, setup.exe.
8
Double-click this file. Result: The path to the setup.exe file appears in the Open box.
9
Click Next.
10
Click Install or update MetaFrame XP Server.
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In the next window, click MetaFrame XP Feature Release 3. Result: The Welcome window appears.
12
Click Next. Result: The License Agreement window appears.
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Click I accept the license agreement, and then click Next. Result: The Product Family Selection window appears.
14
Select the appropriate installation type for your organization, and then click Next. Result: The Select Product Type window appears.
15
Select the appropriate product type for your organization, and then click Next. Result: The Component Selection window appears.
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Select the appropriate components to install, and then click Next. Result: The Pass-Through Authentication window appears.
17
Click Yes to enable Pass-Through Authentication, and then click Next. Result: The Create or Join a Server Farm window appears.
18
Based on your current setup, you have the following two options:
If you do not currently have a MetaFrame XP server farm configured, then you must create a new server farm as follows:
a. Click Create a new farm, and then click Next. b. Proceed to step 19.
If you already have a MetaFrame XP server farm configured, then you must add the server to your existing server farm as follows:
a. Click Join an existing farm, and then click Next. b. Click Connect to a database on this MetaFrame XP Server, and then type the name of the server farm node in the box provided. The number in the box is the port number that the server uses; do not change this number. c. Ensure that the check box beside Use default zone name is selected. d. Click Next. Result: The Access the Database on a MetaFrame XP Server window appears. 19
Type the username, password, and domain required for accessing the database on the server farm node, and then click Next. Result: The Configure Shadowing window appears.
20
Select the appropriate configuration for shadowing users, and then click Next. Result: The Configure Citrix XML Service Port window appears.
21
Accept the default TCP/IP port, and then click Next. Result: The Review window appears.
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Review the selections that you have made, and then click Next to install the software. Result: The Updating System window appears, and the program installs the software. When it is finished, a window appears, notifying you that the software installation was successful.
23
Click Close when the software is successfully installed. Result: A message box asks you to restart the server.
24
Click Yes to restart the server.
Activating the Citrix MetaFrame XPe Server licences Because Citrix runs on top of Terminal Services, a Terminal Server Client Access License (CAL) must exist on the Terminal Services Licensing Server for each client connection. Refer to the Multiple Licensing Programs that Citrix offers at www.citrix.com for information about additional required licensing for Citrix. For information about activating a Citrix license, refer to the Citrix documentation.
Using roaming profiles in a Terminal Services/Citrix environment According to Microsoft, in scenarios in which users might end up connected to a different Terminal Server because of a change in IP address, you can redirect the storage of user data and preferences to an alternate location, such as a file server that is dedicated to storing files. In this case, data and preferences are accessible to the user regardless of the Terminal Server that supports the connection. Normally, when using Terminal Services, the system stores individual user files and preferences on the Terminal Server to which the user is currently connected. However, you can redirect user information and preferences to a different location by configuring Terminal Services user profiles to store any user data at the specified storage location. For more information, consult the Microsoft documentation.
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You can specify a path to a home folder where users’ roaming profiles are stored for terminal server sessions. This can be either a local folder or a network shared folder. When allowing users to log on to a terminal server, you can grant access to a specific terminal server on a per-user basis. If you leave this option disabled, the user is cannot log on to any terminal servers. For details about creating roaming user profiles that enable users to connect to different Terminal Servers, see “Create Terminal Services roaming user profiles” on page 2172. Administrators can use the Terminal Services user profiles that they create to restrict access to applications (such as Contact Center Manager Administration and Agent Desktop Display) by removing these applications from the user Start menu. Administrators can also create and store network connections to printers and other resources for use during user sessions. For more information, see the Microsoft Web site at www.microsoft.com.
Create Terminal Services roaming user profiles When new users log on to the server, they use the local server default profile and create a temporary cache on this server. These profiles are stored on the shared server so that the next time the user logs on and is routed to a different server for any reason, the user profile is the same. To enable users to log on to different servers, you must create roaming user profiles for them. For information, see “Creating Terminal Services Roaming user profiles” on page 2172, or consult your Windows Server 2003 documentation. Creating Terminal Services Roaming user profiles
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1
On the server, create a new domain user account. For example, create an account named tsuser1.
2
Create a folder on a shared network drive in which you can store network profiles (for example: \\<server_name>\tsusers).
3
In Windows Server 2003, edit the new user properties as follows:
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a. Click Start > Control Panel > Administrative Tools > Computer Management. b. In the left pane, click the plus sign (+) beside Local Users and Groups. c. Click the Users folder. d. In the right pane, locate the new user who you created in step 1. In this example, locate tsuser1. e. Right-click this user, and then select Properties. f.
Click the Profile tab.
g. Under the User profile heading, in the Profile path box, type a path to the folder that you created in step 2. In this example, you type \\<server_name>\tsusers\tsuser1\profile, where profile is the name of the folder where user profiles are stored. h. Under the Home folder heading, select the Connect option. i.
From the list, select the drive letter that you want to use to map to the folder path (for example, drive U:), and then type the path to the folder in the To box. In this example, type \\<server_name>\tsusers\tsuser1.
j.
Click OK and accept the changes.
Citrix and Mandatory user profiles for clients When Citrix clients log on using Mandatory profiles, you must ensure that the profiles do not restrict any information required by the Contact Center Manager Administration server. For example, the client browser language value, which is normally set in Internet Explorer (by clicking Tools > Internet Options > Languages), must be passed to the Contact Center Manager Administration server with every request. When set through the browser, this locale value is stored under the following registry key: HKEY_CURRENT_USER/Software/Microsoft/Internet Explorer/ International/AcceptLanguage
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Citrix and upgrades to the Contact Center Manager Administration software After you upgrade the Contact Center Manager Administration software on the server, you must either manually download all required third party ActiveX controls again, or install the updated ActiveXControl.msi on the Terminal Services/Citrix server. For details, see “Manually downloading the required third-party ActiveX controls” on page 2167. After you upgrade the Agent Desktop Display software, start the application. If the application notifies you of an available update, follow the on-screen prompts to install the update. If an update message does not appear, then you need not update Agent Desktop Display.
Citrix and exporting snapshots of real-time displays When you work in the Real-Time Reporting component in a Citrix environment, and you want to export a site summary chart from a real-time display, you can choose the location of the exported file for only private real-time displays while customizing the display. For public real-time displays, however, the system automatically exports the chart to your desktop. If your roaming user profile is configured in such as way that you do not have access to the desktop within your Citrix environment, then you can export snapshots to a shared network folder only. First, you must make a private copy of the display, and then type a valid export path to a shared network folder to which you have access, as follows: To configure the path for exporting site summary charts 1
While logged on to Contact Center Manager Administration through a Citrix session, in the Real-Time Reporting component, on the system tree, under the server containing the display that you want to customize, click the Private Tabular Displays folder.
2
Click the display name. Result: The Properties, Columns, and Filters tabs appear.
3
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On the Properties tab, in the Summary chart export path box, type the path to the shared network folder in which you want to save snapshots of the network or site summary charts (as .bmp or .jpg files). The path must be in the format \\<server_name>\
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network folder called Displays, type \\Contact_Center\Displays\ in this box. Note: In this path, you must include the closing slash (\). If you do not include it, the chart is not saved correctly. 4
Click Submit to save your changes.
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Appendix D
Web site types In this appendix Determining your Web site type
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Determining your Web site type To determine which Web site type is best for your organization when you install Contact Center Manager Administration, evaluate how you intend to use the server on which Contact Center Manager Administration resides.
Web sites and virtual directories There are two ways in which you can install Contact Center Manager Administration on the server:
as a stand-alone Contact Center Manager Administration Web site
as a “sub-site” or virtual directory attached to an existing Web site
Note: You must specify the type of Web site that Contact Center Manager Administration uses in the Contact Center Manager Administration installation process. For more information, see Chapter 3, “Install the software on the primary server”. Regardless of the type of Web site that you choose, the application behaves in the same way, and is visible to client PCs in the same way. The only significant difference between a virtual directory Web site and a default Web site is the way in which it appears in Windows Server 2003.
Contact Center Manager Administration as a stand-alone Web site If Contact Center Manager Administration fits the following criteria, you must set up Contact Center Manager Administration as the default Web site:
Contact Center Manager Administration is the only application that runs on the Contact Center Manager Administration server. The existing company intranet or extranet is on another server, entirely separate from the domain being used for Contact Center Manager Administration.
When Contact Center Manager Administration is installed as a default Web site, it appears as follows:
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Contact Center Manager Administration as a virtual directory Set up Contact Center Manager Administration as a virtual directory on an existing Web site if Contact Center Manager Administration fits the following criteria:
You have a company intranet or extranet, or both, that already resides on the Contact Center Manager Administration server. You install Contact Center Manager Administration as an additional Web site on the Contact Center Manager Administration server.
When Contact Center Manager Administration is installed as a virtual directory, it appears as a folder called WClient in the Default Web Site tree.
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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. 2182
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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. 2184
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automatic call distribution directory number A primary or supplementary DN 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.
Installation and Maintenance Guide
2187
Standard 10.15
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.
Installation and Maintenance Guide
2189
Standard 10.15
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.
Installation and Maintenance Guide
2191
Standard 10.15
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.
Installation and Maintenance Guide
2193
Standard 10.15
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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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 differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application 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.
Installation and Maintenance Guide
2195
Standard 10.15
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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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.
Installation and Maintenance Guide
2197
Standard 10.15
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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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.
Installation and Maintenance Guide
2199
Standard 10.15
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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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
2201
Standard 10.15
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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Contact Center Manager Administration
December 2007
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.
Installation and Maintenance Guide
2203
Standard 10.15
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.
Installation and Maintenance Guide
2205
Standard 10.15
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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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 Performance Enhancement Package. Now known as Designer Patch. See Designer Patch. Performance Enhancement Package Now known as Designer Patch. See Designer Patch. 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. Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements.
Installation and Maintenance Guide
2207
Standard 10.15
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. public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.
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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). recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. 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.
Installation and Maintenance Guide
2209
Standard 10.15
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. 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.
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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. 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.
Installation and Maintenance Guide
2211
Standard 10.15
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. service level The percentage of incoming calls answered within a configured number of seconds.
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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 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 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 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)
Installation and Maintenance Guide
2213
Standard 10.15
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. source site The site from which an incoming network call originates. See also destination site.
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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. system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). Users can customize these scripts, but they cannot deactivate or delete them. These scripts are the first scripts executed for every local or network call arriving at the contact center.
Installation and Maintenance Guide
2215
Standard 10.15
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. 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.
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Contact Center Manager Administration
December 2007
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.
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.
Installation and Maintenance Guide
2217
Standard 10.15
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. VXML See Voice Extensible Markup Language.
W 2218
WAN See wide area network. Contact Center Manager Administration
December 2007
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
2219
Standard 10.15
2220
Contact Center Manager Administration
Index A about Access and Partition Management 32 Active Directory Application 53 Active Directory Application Mode 1629 ActiveX control security on client machines 267 Agent Desktop Display 34 Audit Trail 34 blank messages in Internet Explorer 1880 Contact Center Management 31 coresident servers 68, 384, 1318 digital certificates 1783 domains 1708 Event Viewer 1692 installing primary Contact Center Manager Administration server 54 installing replicating Contact Center Manager Administration server 54 Microsoft Windows Backup Tool 1650 migrating from Windows Server 2000 to Windows Server 2003 604 Nortel Backup and Restore utility 1650 Outbound Campaign Management Tool 35 Patch Viewer 1597 replicating server 53 Report Creation Wizard 34 scripting 32 service update supplements 120, 451, 813, 1070, 1594 service updates 120, 451, 813, 1070, 1594 third-party backup tools 1651 upgrade scenarios 598 upgrading from SWC to CCMA 6.0 984 URLScan 1777 workgroups 1708 accepting default ports 111, 1566 license agreement for client machines 294 Access and Partition Management functions on replicating server 1642 Installation and Maintenance Guide
introduction 32 problems viewing user details in 1878 troubleshooting blank display 170, 1119, 1408 troubleshooting viewing agents or skillsets 1962 access classes and partitions upgrading 601 activating a report schedule 347 a report schedule on a new server 1235 security templates 1791 activating security templates coresident server 1791 Active Directory Application Mode about 53, 1629 and replication 1629 and service accounts 1634 configuring ports 111, 1566 data migration software downloading 610 first time replication 450 for migrating Windows Server 610 replication 450, 1625 service account options 1635 uninstalling 1527 using during installation and uninstallation 1527 verifying installation of 1848 Active Directory software extracting for Windows Server 2000 migration 621 restoring data not in the 709 Active X controls security 284 ActiveX controls about security 267 downloading 303 downloading third-party controls 2167 ActiveX Controls.msi file running from an SMS server 922 ADAM replication, how to set up 1633 See Active Directory Application Mode adding computer name of CCMA server to HOSTS tables 1846
2221
Index
IIS user account 138, 1382 server to an existing domain 1712 server to existing domain 129, 822, 1373 server to workgroup 1721 URL as a trusted site 1879 administrator password 713 troubleshooting incorrect entries 765 Windows Server 2003 638 Agent Desktop Display and proxy settings 1970 compatibility with Contact Center Manager Administration 317, 928 configuring display parameters 751 configuring new parameters after an upgrade 887 configuring parameters after migration 1455 configuring parameters on a new server 1154 configuring parameters on server 218 configuring parameters on the replicating server 540 configuring software 316 how to switch to a standby server 1688 installing 318 installing and configuring client machines 316 introduction 34 multiple Contact Center Manager Administration servers 318 troubleshooting 1967, 1970 upgrading 318, 928 agent-skillset assignments migrating from Classic Client 972 agent-supervisor assignments migrating from Classic Client 972 agent-to-skillset assignments comparing classic client to Contact Center Manager Administration 366, 1254 deleting 370, 1258 migrating from Classic Client 366, 1254 agent-to-supervisor assignments comparing classic client to Contact Center Manager Administration 366, 1254 deleting 370, 1258 migrating from Classic Client 366, 1254 APIPA 1881 application and skillset billboards
2222
Standard 10.15
migrating 356, 1244 application and skillset charts migrating 361, 1249 application server administrator password 638, 1000 computer name of 638, 1000 configuring the event viewer log on 1848 configuring to support multiple languages 554 installing Sybase Open Client 649, 1005 registering name of on DNS server 1844 applying security patches 648, 1789 Windows Server 2003 service update 669 ASP.NET configuring IIS 783 associated supervisors in Classic Client 982 Audit Trail downloading controls to the client during installation 303 downloading controls to the client during upgrades 915, 1197 introduction 34
B backing up by manually copying files 1668 data, methods of 1650 Emergency Help configurations 1669 on coresident servers 1652 performing full backups of the CCMA server 1653 Real-time Reporting configurations 1669 using Microsoft Windows Backup Tool 1664 using Nortel Backup and Restore Utility Nortel Backup and Restore Utility
using 1654, 1656
why you must 1646 backing up data on coresident server 1042, 1673 using Microsoft Windows 2000 Contact Center Manager Server 1653 full backup of source 616, 778, 1032, 1272 with the Nortel Backup and Restore Contact Center Manager Administration
December 2007
utility 1274 backups about scheduling 1625 performing one-time 1649 scheduling 1649 synchronizing 1649 backward compatibility of Nortel products 992 best practices Contact Center Manager Administration resiliency 1624 bindings order configuring in Contact Center Manager Server 1931 blank URLs as a Trusted Site 1879 browser 228 basis for Contact Center Manager Administration 31 configuring language preference 228 configuring on client 266 disabling cookies 571 disabling pop-up blockers 276, 581 downloading ActiveX controls 307 locating the locales.dat file 233 upgrading on client machines 266 using for failure 53
C call-by-call reports 947 CCMS server name changing 1983, 2058, 2092, 2116, 2130, 2142, 2149
ChangeSOAPSrv utility 1891 running 1834, 1891, 2063, 2093 changing CCMS server name 1983, 2058, 2092, 2116, 2130, 21 42, 2149
computer name in Windows Server 2003 638 computer name of Contact Center Manager Administration server 1832 computer name of Contact Center Manager Server 1831 default user account passwords 679 new server 1459
Installation and Maintenance Guide
Index
when installing 222 hostname of coresident server 1166 iceadmin password 889 IP addresses 734 logon passwords for Contact Center Manager Administration 297 checking Symposium version source 615 target 633, 995 checklists installing Windows Server 2003 636, 998 migrating Windows Server 2000 to Windows Server 2003 608 migration of Classic Client 331, 1219 server installation software 775, 991 Windows 2000 Server installation 998 Citrix activating licenses for MetaFrame XP Server 2171 and Contact Center Manager Administration 2158 and upgrades to Contact Center Manager Administration 2174 client hardware requirements 2160 client software requirements 2160 creating a server farm for MetaFrame XP Server 2169 exporting real-time displays in 2174 installing and configuring 2162 installing MetaFrame XP Server software 2168 server software requirements 2159 Classic Client deleting a report schedule 348, 1236 deleting agent-to-skillset assignments 370, 1258 deleting agent-to-supervisor assignments 370, 1258 deleting associated supervisors 376, 1264 deleting routing table assignments 375, 1263 locating user-created reports 337, 1225 migrating agent-skillset assignments 972 migrating agent-supervisor assignments 972 migrating agent-to-skillset assignments 366, 1254 migrating agent-to-supervisor
2223
Index
assignments 366, 1254 migrating application and skillset billboards 356, 1244 migrating application and skillset charts 361, 1249 migrating filters 333, 939, 1221 migrating graphical real-time displays 962 migrating historical reports 335, 941, 1223 migrating NCC routing table scheduled assignments 979 migrating real-time displays 956 migrating routing table assignments 373, 1261 migrating user types 371, 977, 1259 migration checklist 331, 1219 removing associated supervisors 982 support in Symposium Call Center Server 330 clearing routes before migrating Windows Server 2000 629 client access licensing 634, 996 client machines accepting the license agreement 294 configuring Agent Desktop Display 316 configuring Internet Explorer 252, 267, 269 configuring Internet Explorer on 573 configuring the Windows display 264 configuring web browser 266 deleting third-party controls 309 downloading controls 303 installing Agent Desktop Display 316 installing Simple Object Access Protocol 284 installing third-party controls on 915, 1197 installing third-party software 260 Internet Explorer version 260 logging on to Contact Center Manager Administration first time 296 modifying the HOSTS tables on 1846 permissions required for downloads 310 requirements Internet Explorer 260 Simple Object Access Protocol 261 running multiple sessions on 1849 security 267 supported operating systems 267 upgrading Internet Explorer on 266 user privileges required 308
2224
Standard 10.15
user privileges required on 310, 920, 922 viewing list of third-party controls 308 code signing certificates 572 communication problems with Contact Center Manager Server 1830 comparing Classic Client and Contact Center Manager Administration agent assignments 366, 1254 real-time displays 350, 1238 unicast and multicast 742 user types 371, 1259 compatibility and Contact Center Manager Administration 596, 597 of servers with Nortel products 992 components in Contact Center Manager Administration 31 computer name changing in Windows Server 2003 1000, 1296 changing on coresident Windows Server 2003 1166, 1505, 1833 changing on stand-alone Windows Server 2003 1504, 1832 changing Windows Server 2003 638 matching with DNS host 1306 synchronizing 1985, 2022 configuration tool troubleshooting 1958 configuring 749 Agent Desktop Displays 218 anonymous user account for Windows Server 2003 670 application server to support multiple languages 554 Emergency help Contact Center Manager Administration 173 Symposium Web Client 4.5 749 Historical Reporting 175 Internet Explorer for clients 267 License Manager Service 156, 848, 1394 logon warning message 160, 852, 1398 microsoft remote desktop connection 81, 1330 Network Management Server 1704
Contact Center Manager Administration
December 2007
NMS 1704 parameters for Agent Desktop Display 751 pcAnywhere 72, 1322 ports for ADAM 111, 1566 printer 179, 1417 Real-Time Reporting 1116, 1405 migration target server 743 replicating server 167, 489 Simple Network Management Protocol 1694 standby servers on Agent Desktop Display 932 Windows 2003 display for clients 264 Windows Server 2003 633, 995 Windows Server 2003 DNS updates 718 Windows SNMP service 902 Connect Login Prompt when logging on to Contact Center Manager Administration 1859 connecting customer LAN 737 connecting to Contact Center Manager Administration server troubleshooting 1832 Connection Status cannot open 1870 Contact Center Management error messages in 1966 overview 31 Contact Center Manager Administration about 39 activating report schedules 347, 1235 administrator password 1296 Agent Desktop Displays compatibility 317 and Citrix 2158 and support for multiple languages 548, 1463 compatibility with previous versions 596, 597 components of 31 computer name of 1296 deactivating reports 347, 1235 defining report output options 345, 1233 events 1976 installation prerequisites 46 installing primary server 105 installing Windows Server 2003 Service Pack 2 594 installing with Windows Server 2003 Service Pack 2 1619
Installation and Maintenance Guide
Index
logging on 909 logging on first time 296 logging on for first time 909 Patch Viewer 1597 performing full backups 1653 reinstalling on Windows Server 2003 1534, 1560 reinstalling with Windows Server 2003 Service Pack 2 1620 required equipment for installing 56 running multiple sessions on client machines 1849 scripting 217, 1454 server failure 1639, 1641 support for multiple languages 226 uninstalling 1523 using preserved customer data 1524 Contact Center Manager Administration server problems communicating with 1844 receiving IP multicast address on 165, 487, 1114, 1403 sending IP multicast address on 165, 487, 1114, 1403 Contact Center Manager Server backing up data 1653 changing computer name 1831 communication problems with 1830 configuring bindings 1931 contacting Nortel 41 controls and local security policy on Windows 2000 917 and Windows 2000 on the client PC 1861 downloading 915 troubleshooting problems downloading 1861 viewing a list of 920 conversion materials required for 991 copying user guides to application server 900 coresident servers about software 68, 384, 1318 activating security template 1791 adding to a domain 640 backing up and restoring 1652 backing up and restoring data on 1042, 1673
2225
Index
changing the hostname 1166 installing patches 1598 installing Sybase Open Client 83 language compatibility 229 restoring data 1673 uninstalling Sybase Open Client 1531 with previous versions of Symposium 596 creating shared folders 1004 shared folders in Windows Server 2003 643 shared network folders 861 critical event, severity level 1693 Crystal Enterprise 10 Embedded software installing 95, 410, 788, 1344 uninstalling 1529 Crystal Reports 10.0 installing 51 uninstalling 52 Crystal Reports 10.0 Hotfix error message 1814
D data files on the Contact Center Manager Administration server 1647 on the Contact Center Manager Server 1647 stored in Active Directory Application Mode 1629 data migration software for migrating Windows Server 610 deactivating reports 347, 1235 default administrator user 998 administrator user for Symposium Web Client 636 ports for ADAM configuration 111, 1566 web site installing Contact Center Manager Administration 58, 112, 1359 installing Symposium Web Client 656 defining report output options 345, 1233 deleting
2226
Standard 10.15
agent-to-skillset assignments 370, 1258 agent-to-supervisor assignments 370, 1258 associated supervisors in Classic Client 376, 1264 printer 182, 1420 routing table assignments 375, 1263 deselect routes from filters 629 digital certificates about 1783 digital signatures 571 disabling pop-up blockers 1857, 1870 display settings on the client PC 1855 displays migrating 1244 DNS host name matching 1306 registering application server name on 1844 server addresses 639, 1001, 1298 server configuring 1299 documents getting latest version 250, 1486 domain group policies and Contact Center Manager Administration 1709 Symposium Web Client 997 Windows Server 2003 635, 997 domains about 1708 adding Contact Center Manager Administration 129, 822, 1373, 1712 functionality available when CCMA placed in 1710 Windows Server 2000 controllers 635, 997 Windows Server 2003 640 downloading Active Directory Application Mode migration software 610 ActiveX controls 303 controls 915 Multicast Trace Tool.msi 1911 permissions required 310 RTDControl 1910
Contact Center Manager Administration
December 2007
E editing urlscan.ini file 1780 element types in graphical displays 360, 1248 e-mail notification in Historical Reporting 175, 498, 1413 Emergency Help backing up configuration for 1669 configuring in Contact Center Manager Administration 173 configuring on the application server 496, 1122, 1411 overview 749 enabling Out of Process components 1850 replication after an upgrade 810, 1636 Secure Sockets Layer 1783 encrypt password for CCMA users error message 1815 Enterprise Solutions PEP Library 610 event codes Contact Center Manager Administration 1976 operating system 1974 Event Viewer 1705 configuring log on the application server 1848 introduction 1692 recommended event codes 1701 recommended operating system events 1700 events critical 1693 information level 1692 list of for Contact Center Manager Administration 1976 list of for operating system 1974 major 1693 minor 1692 overview 1692 selecting types to be forwarded 1697 severity of 1692 existing domain adding Contact Center Manager Administration 129, 822, 1373 experience required 38 exporting
Installation and Maintenance Guide
Index
scripts during installation 217 scripts on a new server 1454 scripts on replicating server 539
F filters containing routes 629 migrating from Classic Client 333, 939, 1221 routes on target server 754 full backups of the Contact Center Manager Administration server 1653
G getting latest version of documentation 250, 1486 graphical displays element types in classic client 360 element types on new server 1248 migrating 1244 migrating real-time 356, 962 guidelines Windows Server 2003 server partitions 634
H Helmsman 900 Help 41 Historical Reporting configuring 175, 498, 1413 configuring printer 179, 1417 e-mail notification in 175, 498, 1413 migrating reports from Classic Client 335, 1223 will not load 1870 historical reports cannot connect to data source 1931 cannot retrieve large number of agents 1941 display problems 1953 migrating from Classic Client 941 problems with display of reports 1943 problems with displays of reports 1942 2227
Index
selection criteria is slow to display agent IDs 1945 troubleshooting 1929 Host Headers checking address configuration 1919 HOSTS tables adding computer name to 1846 adding the application server name to 1846 configuring 1300 configuring on the client PC 1846 manually updating 1299 modifying on client machines 1846 sample 1847 hot fixes installing 812
I iceAdmin password changing 889 resetting 1728, 1864 ICERTDTrace using to trace IP multicast data 1899 icons missing in server tree 1873 information event severity level 1692 installation failure 445 TCP/IP 1298 Windows 2000 components 1003 Windows Server 2003 components 1297 installing .NET framework 906 Agent Desktop Display 318 Contact Center Manager Administration add user account 138, 1382 adding server to existing domain 129, 1373 changing user account password 222, 1459 checklists and documentation 66 configure License Manager Service 156, 1394 configuring Agent Desktop Display 218 configuring Emergency help in Contact Center Manager Administration 173 configuring Historical reporting 175
2228
Standard 10.15
configuring IIS 133, 1377 configuring IP multicast addresses 165, 1403 configuring language support 226, 1463 configuring logon message 160, 1398 copying latest user guides 250, 1486 default web site 58, 112, 1359 enabling logon message 163, 1401 installation failure causes 115, 1362 post-installation tasks 258 prerequisites 46 primary server 105 required software and equipment 56 scripting 217 third-party hot fixes 126, 812, 1372 timing 56 virtual directory 112 XML automated assignments 247, 1483 Crystal Enterprise 10 Embedded 788 Crystal Enterprise 10 Embedded software 95, 410, 1344 Crystal Reports 10.0 51 hot fixes for third-party software 126, 812, 1372 Internet Information Services 633, 995 language packs 237, 559, 1474 Microsoft hot fixes 1881 Microsoft service packs 1881 patches on coresident server 1598 replicating server 379, 1625 Simple Object Access Protocol 694 SMTP for Windows 2003 633, 995 Sybase Open Client 649, 1005 Symposium Web Client 4.5 checking on source 615 on application server 655 on target server 633, 995 with no ADAM replication 656 TCP/IP 639, 1001 Terminal Services 633, 643, 995 URLScan 1778 Windows Server 2003 633, 995, 1294 Windows Server 2003 checklist 636, 998 Windows Server 2003 components 642 XML automated assignments 247, 1483 Internet Explorer
Contact Center Manager Administration
December 2007
and proxy servers 1845 client machine requirements 260 configuring client 266 configuring on client machines with Windows 2000 or XP 573 configuring on Windows 2000 client 252, 269 configuring on Windows XP client 252, 269 font size in 1855 testing for proxy server 1845 troubleshooting 1850 trusted sights 269 upgrading on client 266 Internet Information Services checking if correctly configured 1914 configuring ASP.NET 783 configuring for real-time displays 1915 configuring for Report Creation Wizard 133, 826, 1377 installing 633, 995 verifying installation of 1847 Internet Information Services Lockdown 1777 IP addresses changing 734 for WINS during migration 640, 1002 using same when migrating 604 Windows 2003 734 IP addressing dynamic 639, 1001, 1298 for WINS 1299 IP multicast addresses receiving address on Contact Center Manager Administration server during upgrade 1114 for replicating 487 new install 165, 1403 sending address on Contact Center Manager Administration server during upgrade 1114 for replicating 487 new install 165, 1403 IP Receive address configuring on the application server 491 IP Send address and networked Contact Center Manager Servers 492 configuring on the application server 491
Installation and Maintenance Guide
Index
IUSR_SWC account adding as anonymous user account 831 resetting to reflect a new computer name 1167, 1506, 1834, 2063, 2094
J Jet Database Engine error message 1860
K key codes 30 knowledge required 38
L LAN connecting 737 language options Windows Server 2003 637, 998 language packs installing 237, 559, 1474 uninstalling 245, 567, 1482 viewing the version number of 564 viewing those installed on server 564 languages changing the Regional Settings for 556 support for multiple 226, 548, 1463 launching real-time displays problems with 1910 License Manager 30 License Manager Service configuring 156, 848, 1394 licensing Report Creation Wizard 1942 requirements 30 licensing modes Windows Server 2003 637, 999 LMHOSTS table 1299 local security policy verifying settings for 917, 1199 locales.dat file 554 localization 554 2229
Index
and Contact Center Manager Administration 548, 1463 Contact Center Manager Administration 226 locating reports from Classic Client 337, 1225 logging on to Contact Center Manager Administration 906, 909 to Contact Center Manager Administration for first time 296 troubleshooting Server Utility 1820 logon warning message configuring 160, 852, 1398 enabling 163, 1401
M mail server Smart Host name 501 major event, severity level 1693 manually configuring Windows Server 2003 643 manually copying data files migrating Windows 2000 618 mapping drives during an upgrade 803 materials required upgrading Symposium Web Client to Contact Center Manager Administration 991 Meridian Patch Library 610 Microsoft Client Access Licensing 634, 996 Microsoft Remote Desktop Connection as a support tool 1798 Microsoft updates 1789 Microsoft Windows Backup Tool about 1650 using 1664 migrating agent-to-skillset assignments 366, 1254 agent-to-supervisor assignments 366, 1254 application and skillset billboards 356, 1244 application and skillset charts 361, 1249 filters from Classic Client 939 graphical real-time displays 356, 1244 graphical real-time displays from Classic
2230
Standard 10.15
Client 962 historical reports from Classic Client 335, 941, 1223 NCC routing table assignments 373, 1261 off network 604 real-time displays 350, 1238 real-time displays from Classic Client 956 user types 371, 1259 user types from Classic Client 977 Windows Server 2000 to Windows Server 2003 Active Directory backup 616, 778, 1653 adding target server to source server domain 702 backing up migration data 617, 779, 1033, 1273 backing up source server 616, 778, 1653 changing 734 checking Symposium version on source 615 checking Symposium version on target 633, 995 checklists 608 clearing routes 629 configuring DNS 622 Domain Controller 622 extracting Active Directory software 621 extracting ADAM 706 for Symposium Web Client 4.5 604 host name resolution 622 information not transferred 709 logging in to target server 705 prerequisites 605 privileges 604 reconnecting to customer LAN 737 recreating filters 754 resetting the computer name 725 restoring backups 738 server naming 605 skills you need 604 source server IP address matching DNS server 699 testing migrated software 755 troubleshooting 759 updating DNS configuration 718 migrating filters
Contact Center Manager Administration
December 2007
from Classic Client 333, 1221 migrations compared to upgrading 595 minor event, severity level 1692 missing file extensions 1810 mRcv.exe utility using the 1903 Multicast Trace Tool.msi downloading 1911 running the 1911 multicast/unicast comparison 742 multiple client sessions interference caused by 1849 multiple languages changing the Regional Settings for 556
N naming servers migrating Windows Server 2000 to Windows Server 2003 605 NCC routing table assignments migrating 373, 1261 NCC routing tables migrating scheduled assignments 979 NET framework installing 906 network migrating Windows Server 2000 to Windows Server 2003 604 Network Consolidated Real-Time Displays missing sites 1925 troubleshooting 1925 Network Management System. See NMS networking setting up in Windows Server 2003 643 NMS, configuring 1704 no supervisors defined error message 1966 Nortel Backup and Restore utility about 1650 backing up data with 1274 restoring data with 1492 using to restore data 1676 viewing and managing scheduled tasks 1662
Installation and Maintenance Guide
Index
NT File System (NTFS) partition creating 633, 995
O OAM Timeout value 493, 1941 ODBC driver upgrading 653 off-network migrating 604 online Help cannot open 1870 operating system events 1700, 1974 operating systems migrating Windows Server 2000 to Windows Server 2003 604 supported for clients 267 Organizational Unit configuring Windows Server 2003 security policies 635, 997 Out of Process components enabling 1850 Outbound Campaign Management Tool introduction 35 Output Rate 492
P pages will not load 1870 partitions creating NTFS 633, 995 on the application server 636, 998, 1294 passwords changing default when logging on to CCMA 297 changing for user account 222, 1459 changing user account during migration 679 resetting iceAdmin 1728, 1864 Patch Viewer utility about 1597 starting 1598 patches viewing 1598 2231
Index
pcAnywhere about version 67, 383, 1317 configuring 72, 388, 1322 starting 71, 81, 396, 1321, 1330 starting for first time 387 performance degradation after installing Microsoft service packs or hot fixes 1881 personalizing software window Windows Server 2003 637, 999 platforms migrating Symposium Web Client 4.5 604 pop-up blockers troubleshooting 1857, 1870 ports configuring for ADAM 111, 1566 Power User privileges 308, 310, 920, 922 preparing Windows 2000 Advanced Server for migration 614 Windows 2000 Server for migration 614 prerequisites installing Contact Center Manager Administration 46 migrating Windows Server 2000 to Windows Server 2003 605 printer 182, 1420 adding network 179, 1417 adding network when connected to other print server 502, 507 configuring for scripting 217, 539, 1454 deleting connection 182, 1420 deleting connection to network 505 printing checklists for migrating Windows Server 2000 608 scheduled reports 1935 privileges migrating Windows Server 2000 to Windows Server 2003 604 product keys Windows Server 2003 637, 999 proxy servers and Internet Explorer 1845 proxy settings and Agent Desktop Display 1970
2232
Standard 10.15
R real-time displays do not show data 1908 exporting in Citrix environment 2174 migrating 350, 1238 migrating from Classic Client 956 migrating graphical 356, 1244 troubleshooting 1908, 1910, 1914 Real-Time Multicast statistics determining transmission methods 1894 Real-Time Reporting backing up configuration for 1669 configuring 167, 489, 743 new replicating server 1116, 1405 refresh a single server how to 1802, 1828 refresh all servers how to 1801, 1827, 1871 when to use 1800, 1826 refresh server when to use 1800, 1826 refresh servers 897, 1800, 1826 regional options Windows Server 2003 637, 998 Regional Settings changing for multi-language support 556 reinstalling Contact Center Manager Administration on Windows Server 2003 1534, 1560 using preserved data for Contact Center Manager Administration 1524 remote support access tool using Microsoft Remote Desktop Connection 81, 1330 remote support access tools 1798 removing 182, 1420 associated supervisors 982 Contact Center Manager Administration 1523 service updates 1607 target server form source server domain 721 Terminal Services 782 replicating server about 53 about installing 1625 functionality immediately available
Contact Center Manager Administration
December 2007
from 1642 time required to install 379 replication and Active Directory Application Mode 1629 enabling after an upgrade 810, 1636 first time 450 how to set up ADAM replication 1633 stopping 803, 1636 Report Creation Wizard configuring IIS 133, 826, 1377 introduction 34 licensing 1942 report viewer problems with 1930 reports activating 347, 1235 creating shared network folder 192, 1430 deactivating 347, 1235 defining output options 345, 1233 deleting in Classic Client 348, 1236 located Classic Client user-created 337, 1225 scheduling 343, 1231 required equipment installing Contact Center Manager Administration 56 required experience 38 requirements client machine 260 server installation software 775, 991 Windows Server 2003 633 resetting computer name 725 iceAdmin passwords 1728, 1864 resiliency plans best practices 1624 reasons for 1624 restoring backup files on a replicating server 1643 data not in Active Directory 709 data on a coresident server 1042 data on coresident server 1673 on coresident servers 1652 Symposium Web Client 4.5 backups 738 restoring data by manually copying files 1684
Installation and Maintenance Guide
Index
on coresident servers 1673 options for 1672 using Nortel Backup and Restore utility 1676 using Windows Backup tool 1681 when you must 1672 with the Nortel Backup and Restore utility 1492 reusing IP addresses migrating 604 roaming profiles creating in Terminal Services 2172 using in a Terminal Services/Citrix environment 2171 routes in filters 629 routing table assignments migrating 373, 1261 RSM service testing using the mRcv.exe 1903 RTDControl downloading 1910 how to download 1910 running msi files from an SMS server 310 Symposium Web Client ChangeSOAP utility 731
S safe for scripting 573 scheduled reports cannot print 1935 failure to export 1946 scheduling backups 1649 backups in Nortel Backup and Restore utility 1662 backups of Contact Center Manager Administration 1625 reports 343, 1231 scripting configuring default printer for 217, 1454 configuring on Contact Center Manager Administration server 217, 1454 configuring on the Contact Center Manager
2233
Index
Administration server 539 configuring the default printer for 539 exporting during installation 217 exporting on a new server 1454 introduction 32 trusted sites 269 scripts cannot open 1870 exporting on replicating server 539 Secure Sockets Layer enabling 1783 security client machines 267 group policies for Symposium Web Client 4.5 636, 997 security patches applying 648, 1789 using Microsoft guidelines 648 security policies on Windows Server 2003 635, 997 security policy settings Windows Server 2000 305 security templates activating 1791 server adding to existing domain 129, 1373 server addresses DNS 639, 1001 server failure functionality immediately available from replicating server 1642 what to do 1639, 1641 server name changing Windows Server 2003 638 server tree icons are missing 1873 Server Utility accepting license agreement 895 accepting the license for client machines 294 cannot log on to 1820 service accounts Active Directory Application Mode 1634 Service Update Supplements about 120, 451, 813, 1070, 1594 Service Updates about 120, 451, 813, 1070, 1594
2234
Standard 10.15
uninstalling 1607 uninstalling the last applied 1599 services configuring License Manager 156, 1394 setup Terminal Services 643 Windows 2000 components 1003 Windows Server 2003 components 642, 1297 severity, of events 1692 shared 187, 509, 857, 1124, 1425 shared folders creating on the application server 643, 1004 shared network folders creating 861 Simple Mail Transfer Protocol installing 633, 995 Simple Network Management Protocol configuring 902, 1694 configuring to forward traps to Network Management Server 1694 Simple Object Access Protocol client machine requirements 261 installing 694 installing on client machines 284 troubleshooting 1884, 1958 troubleshooting errors 1889 skills migrating Windows Server 2000 to Windows Server 2003 604 Smart Host name 501 SMS server running 310 SMTP for Windows 2003 633, 995 SMTP server configuring 176, 499, 1414 verifying installation 175, 1413 verifying it is installed 498 SNMP See Simple Network Management Protocol SOAP See Simple Object Access Protocol source server backing up before migrating 616, 778, 1653 stand-alone web site and default web site 2178
Contact Center Manager Administration
December 2007
standby Contact Center Manager Server changing to 1831 standby servers and Agent Desktop Display 1688 configuring on Agent Desktop Display 932 starting Patch Viewer utility 1598 pcAnywhere 71, 81, 1321, 1330 stopping replication 803, 1636 stored procedures for Contact Center Manager Administration 1967 SU See Service Update supervisors deleting in Classic Client 376, 1264 support using pcAnywhere 1798 supported upgrade paths 594 SUS See Service Update Supplement switching to standby servers in Agent Desktop Display 1688 Sybase ODBC driver upgrading 653 Sybase Open Client installing 649, 1005 uninstalling 1531 updating driver 91 updating driver for migrations 1339 updating driver for upgrades 1011 updating driver on replicating server 405 upgrading to v.12.5 83, 398, 1332 verifying version installed 83, 398, 1332 Symposium Call Center Server compatibility with Contact Center Manager Administration 596, 597 Symposium Web Client choosing web site types when installing 663, 1021 default administrator 636, 998 installing with no ADAM replication 656 migrating 615 Symposium Web Client 4.5 configuring 633, 995
Installation and Maintenance Guide
Index
configuring emergency help 749 default web site 656 installing 615, 633, 995 installing on target server 655 migrating from Windows Server 2000 to Windows Server 2003 604 restoring backups 738 running SOAPSrv utility 731 security policies 636, 997 upgrading 805 synchronization of user reports 1936 access denied 1935, 1936, 1938 synchronizing backups 1649 computer name 1985, 2022 data restoration on CCMA and CCMS 1673 synchronizing imported reports creating shared network folder for 514, 862 Systems Management Server and third-party controls 310, 922
T tabs will not load 1870 TCP/IP setup 639, 1001, 1298 technical support using pcAnywhere 1798 Terminal Services creating roaming profiles 2172 installing 633, 995 permissions 643 removing 782 testing client-server communication 1845 migration from Windows Server 2000 to Windows Server 2003 755 RSM service 1903 third-party backup tools 1651 third-party ActiveX controls downloading 2167 third-party controls deleting 309 installing on a client machines 915, 1197
2235
Index
list of 916 problems downloading 1861 viewing the list of installed 308, 920 third-party software and Symposium Web Client installation failure 445 Contact Center Manager Administration installation failure 115, 1362 Crystal Reports 10.0 51 installing hot fixes 126, 1372 installing on client computers 260 timing installing Contact Center Manager Administration 56 installing replicating server 379 of upgrade scenarios 602 upgrading Symposium Web Client to Contact Center Manager Administration 986 tracing IP multicast data using ICERTDTrace 1899 Transform Rate 492 transmission methods and Real-Time Multicast statistics 1894 troubleshooting 1936 access problems with synchronization of user reports 1935 Agent Desktop Display 1967, 1970 ASP.NET on IIS 1822 CCMA functionality problems after an upgrade 1800 communication problems with Contact Center Manager Server 1830 configuration tool 1958 Connect Login Prompt 1859 connection between client PC and Contact Center Manager Server 1844 connections to Contact Center Manager Administration server 1832 Contact Center Management 1966 Contact Center Manager Administration server failure 1639, 1641 Crystal Reports 10.0 hotfix error message 1814 display problems in historical reports 1943, 1953 display problems with historical reports 1942
2236
Standard 10.15
distorted web interface on client PC 1855 downloading controls 1861 encrypt password for CCMA users error message 1815 exporting scheduled reports 1946 functionality problems after changes to Contact Center Manager Server 1826 general CCMA functionality problems 1870 general problems with CCMA functionality 1870 historical reports 1929, 1941 Jet Database Engine error message 1860 logging on to Server Utility 1820 migration Windows Server 2000 to Windows Server 2003 759 missing file extensions 1810 missing server tree icons 1873 Network Consolidated Real-Time Displays 1925 pop-up blockers 1857 problems with Internet Explorer 1850 real-time displays 1908, 1910, 1914 Real-time Multicast Statistics from the application server 1899 from the Contact Center Manager Server 1903 reinstalling Contact Center Manager Administration 1819 Simple Object Access Protocol 1884, 1958 synchronization of user reports 1938 Windows Installer error message 1812 Windows Server 2003 Service Pack 2 1621 trusted sites adding 1879 for scripting 269 zone 573
U unicast/multicast comparison 742 uninstalling Active Directory Application Mode 1527 Contact Center Manager Administration 1523 Crystal Enterprise 10 1529 Crystal Reports 10.0 52
Contact Center Manager Administration
December 2007
language packs 245, 567, 1482 last service update 1599 service updates 1607 Sybase Open Client 1531 the last patch 1599 XML automated assignments feature 1528 UNIX server setting up as a print server 507 updates Microsoft 1789 updating DNS configuration of the target server 718 configuration on Windows Server 2003 718 upgrade scenarios about 598 timing 602 upgrades compared to migrations 595 upgrading access classes and partitions 601 Agent Desktop Display 318, 928 from Symposium Web Client 4.5 805 Internet Explorer on client machines 266 planning 598 supported paths 594 Sybase ODBC driver 653 Sybase Open Client 83, 398, 1332 Symposium Web Client to Contact Center Manager Administration about 984 check source server software 994 materials required 991 review documentation 990 server compatibility 992 target server requirements 993 timing 986 the XML automated assignments feature 1162 XML automated assignments 892 URLScan about 1777 and Windows Server 2003 1777 installing 1778 urlscan.ini file editing 1780 user default administrator 636, 998
Installation and Maintenance Guide
Index
user account adding IUSR_SWC 138, 1382 changing password for 222, 1459 user guides copying to application server 900 user types migrating 371, 1259 migrating from Classic Client 977 using Microsoft remote desktop connection 81, 1330 pcAnywhere as a remote support tool 1798 using Microsoft guidelines security patches 648 utilities Patch Viewer 1597 running SOAPSrv 731
V VeriSign 572 Veritas Backup 1274, 1284, 1651, 1666 viewing installed controls 920 patches 1598 scheduled tasks in Nortel Backup and Restore utility 1662 virtual directory definition 2178 installing Contact Center Manager Administration 112 setting Contact Center Manager Administration up as 2179 versus web site type 2178
W warning message configuring 852 warning to users 160, 1398 web browser configuring client 266 web site types definition 2178 in Symposium Web Client 663, 1021 2237
Index
versus virtual directories 2178 Windows 2003 configuring the display 264 Windows Backup tool using to restore data 1681 Windows components Terminal Services 633, 995 Terminal Services Licensing 633, 995 Windows Event Viewer 1705 Windows Installer error message 1812 Windows Server 2000 713 DNS server addresses 639, 1001 domain controllers 635, 997 installation components 1003 IP addressing 639, 1001 security policy settings 305 Windows Server 2000 to Windows Server 2003 604 Windows Server 2003 administrator password 638 applying service update 669 changing computer name 638 components 642 configuring anonymous user account 670 configuring manually 643 configuring on target server 633, 995 creating shared folders 643 domain controller 635, 997 domain group policies 635, 997 domains 640 installation and DNS server addresses 1298 components 1297 IP addressing 1298 installation checklist 636, 998 installing 633, 995, 1294 language options 637, 998 licensing modes 637, 999 networking 643 partition guidelines 634, 996 product keys 637, 999 regional options 637, 998 reinstalling Contact Center Manager Administration 1534 Service Pack 2 594
2238
Standard 10.15
installing 1619 Reinstalling Contact Center Manager Administration 1620 troubleshooting 1621 software window personalization 637, 999 TCP/IP setup 639, 1001 Terminal Services permissions 643 using clean machine 634, 996 WINS IP addresses 640, 1002 Windows SNMP service configuring 902 Windows XP SP2 problems with browser on 1852 WINS IP address for 640, 1002, 1299 Winzip installing for migration of SWC 4.5 605 workgroups about 1708 adding Contact Center Manager Administration 1721 functionality available when CCMA placed in 1710
X XML automated assignments 247, 1483 uninstalling 1528 upgrading 892, 1162
Contact Center Manager Administration
Reader Response Form Contact Center Manager Administration Product release 6.0 Installation and Maintenance Guide
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Installation and Maintenance Guide
2241
Standard 10.15
Nortel Contact Center Manager Administration Installation and Maintenance Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager Administration is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-926 6.0 Standard 10.15 December 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
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Contact Center Manager Administration
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