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297-2183-213
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide Product release 6.0
Standard 6.02
September 2007
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
Publication number: Product release: Document release: Date:
297-2183-213 6.0 Standard 6.02 September 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 Nortel Enterprise Solution 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, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000), Supernode, and Symposium are trademarks of Nortel. 3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. APACHE is a trademark of Apache Micro Peripherals, Inc. InterSystems Caché is a trademark of InterSystems Corporation.
CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. NOVELL is a trademark of Novell, Inc. WINZIP is a trademark of Nico Mak Computing, Inc. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. VISIBROKER is a trademark of Visigenic Software, Inc. UNIX is a trademark of X/Open Company Limited.
September 2007
Contents
Contents 1
Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 12 Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2
Server requirements Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . Server performance requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
Client PC requirements Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client backward compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multiple applications and the Contact Center Manager Client. . . . . . . . . . . .
4
30 31 36 37 41 45 46
51 52 55 58 59
Installing and configuring the server operating system 61 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install and configure Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Apply security patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install Internet Information Services with SMTP and ASP.NET. . . . . . . . . .
5
29
Other configuration tasks
62 64 76 79 80
83
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Technical Requirements and Operating System Configuration Guide
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Contents
Standard 6.02
Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 85 Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
6
Optional system components
97
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Install antivirus software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Install other utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Index
vi
105
Contact Center Manager Administration
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
About Contact Center Manager Administration
12
Network components
17
Related documents
22
Skills you need
25
How to get help
26
Technical Requirements and Operating System Configuration Guide
7
Getting started
Standard 6.02
New in this release The following sections detail what is new in the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide (297-2183-213) for release 6.02.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information This is a new guide that describes what must be done to a new server before the Contact Center Manager Administration server software is installed. It contains the following sections from the Contact Center Manager Administration Installation and Maintenance Guide:
“About Contact Center Manager Administration” on page 12
“Server hardware requirements” on page 31
“Disk partitioning requirements” on page 36
“Port usage” on page 41
“Install and configure Windows Server 2003” on page 64
“Configure Data Execution Prevention” on page 76
Other changes See the following sections for information about changes that are not featurerelated.
8
“Data Execution Prevention” on page 9
“Modem requirements” on page 9
Contact Center Manager Administration
September 2007
Getting started
Data Execution Prevention The section “Configure Data Execution Prevention” on page 76 contains updates. Modem requirements The section “Application server hardware requirements” on page 32 contains updates to modem requirements.
Technical Requirements and Operating System Configuration Guide
9
Getting started
Standard 6.02
Overview This guide describes the prerequisites for installing Contact Center Manager Administration 6.0 and provides information and procedures to help you complete the following tasks:
understanding the hardware requirements for a Contact Center Manager Administration Release 6.0 server platform installing and configuring the Windows Server 2003 Enterprise or Standard Edition operating system
Before you read this guide, Nortel recommends that you read the Contact Center Planning and Engineering Guide and the Contact Center Installer’s Roadmap.
Who should read this guide This guide is intended for:
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
Access rights This guide assumes that you have administrator access rights to perform the procedures in this guide. You must log on to the server with Administrator privileges to install the server software and run the server utilities. Multiple 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
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September 2007
Getting started
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 will fail.
Timing The following installation times provide guidance on the time required for software installation.
Preinstallation (including operating system installation/configuration): 2 hours
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
Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
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:
12
users (agents, supervisors, or supervisor/agents) on a server in Contact Center Manager Server
agent to supervisor assignments
agent to skillset assignments
Contact Center Manager Administration
September 2007
Getting started
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 CS 1000 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 CS1000 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’s contact center, you can upload your Contact Center Manager Configuration Tool spreadsheets by using the Configuration component of the customer’s 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:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
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 pre-configured 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:
14
Standard reports Agent properties, CDN properties, and so on Summarized historical reports for a specific interval of time Detailed reports for specific events that have occurred in the contact center and more 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 Contact Center Manager Administration
September 2007
Getting started
Access and Partition Management configuration reports for the Contact Center Manager Administration server Access classes, report groups, users, user defined partition reports
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 with Report Creation Wizard, you can work with the reports in the Historical Reporting component, and use the same access permissions, partitions, and filters that you use with any other report. You can also use the Historical Reporting interface to schedule reports that you create with 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’s 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. For example, you can configure Agent Desktop Display to inform agents of the number of calls in queue and the average call wait time. 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. Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
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.
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September 2007
Getting started
Network components This section describes the data network components of Contact Center Manager Administration. For more information about the network components of the entire Contact Center 6.0 product suite, consult the Contact Center Planning and Engineering Guide. The data network components of Contact Center Manager Administration are: Nortel server subnet A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN. Contact Center Manager Server The Contact Center Manager Server controls the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. For information about installing and configuring the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide. Contact Center Manager Administration server The Contact Center Manager Administration server is the middle layer that communicates with the Contact Center Manager Server and makes information available to the client machines. This guide provides you with the preinstallation requirements for Contact Center Manager Administration. After reading this guide, for information about installing and configuring the server software for Contact Center Manager Administration, see the Contact Center Manager Administration Installation and Maintenance Guide. Contact Center Manager Clients Contact Center Manager clients employ a Web-based browser to connect with the Contact Center Manager Administration server. The clients administer the server and monitor contact center performance. For information about installing and configuring the clients, see the Contact Center Manager Administration Installation and Maintenance Guide.
Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
In Contact Center Manager Administration, the client, the Contact Center Manager Administration server, and the Contact Center Manager Server can all be co-resident on the same server. For more information about co-residency, see the Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server.
Network architecture Depending on your requirements, you have four basic configuration options for your Contact Center Manager Administration server and Contact Center Manager Server components.
Customer LAN
Option 1. Single node (with no Contact Center Manager Administration redundancy) In the single node configuration with no Contact Center Manager Administration redundancy, you have one Contact Center Manager Administration server associated with each Contact Center Manager Server.
Call Server
Signaling Server
CCMS CCMA Client PC
VGMC
VGMC
VGMC
ELAN Subnet Media Gateway
HDX Application Server
Routing Firewall Switch (Optional)
Client PC
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on) VPN Router 1100 Modem
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Contact Center Manager Administration
September 2007
Getting started
Customer LAN
Option 2: Single node (with Contact Center Manager Administration server redundancy) In a single node configuration with Contact Center Manager Administration redundancy, more than one Contact Center Manager Administration server is associated with each Contact Center Manager Server. This configuration is recommended for load balancing and replication.
Call Server
Signaling Server
CCMS CCMA CCMA
VGMC
VGMC
VGMC
ELAN Subnet Media Gateway
HDX Application Server
Client PC
Routing Firewall Switch (Optional)
Client PC
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on) VPN Router 1100 Modem
Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
Option 3. Multinode (with no Contact Center Manager Administration redundancy) You can configure your Contact Center Manager Administration server to manage multiple Contact Center Manager Servers simultaneously. This capability provides you with a unified view of multiple sites or locations, enabling you to manage multiple contact centers with a single management tool—Contact Center Manager Administration. Multiple Contact Center Manager Administration servers can share the same user data (or user preferences) by using replication. For information about replication and the limitations on data sharing, see the Contact Center Manager Administration Installation and Maintenance Guide.
Call Server
VGMC
VGMC
VGMC
Media Gateway
Signaling Server
ELAN Subnet CCMS
Nortel Server Subnet VPN Router 1100
Call Server
VGMC
CCMS VGMC
VGMC
ELAN Subnet Media Gatew ay
Customer LAN
Modem
CCMA
Signal ing Serve r
HDX Application Server
DHCP External Server Web Server
POP3/SMTP DNSMail Server
Firewall (Optional)
Enterprise LAN / WAN
Nortel Server Subnet DMZ (Optional)
VPN Router 1100
TACACS or RADIUS
Modem
PST N Modem
Internet
Firewall
Remote-Support Remote-Agent
Call Server
ELAN Subnet
VGMC
CCMS VGMC
VGMC
Media Gateway
Signaling Server Nortel Server Subnet VPN Router 1100 Modem
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Contact Center Manager Administration
September 2007
Getting started
Option 4: Multinode (with Contact Center Manager Administration redundancy) If you have multiple Contact Center Manager Servers in your network, you can implement an additional Contact Center Manager Administration server for better response times. Multiple Contact Center Manager Administration servers can share the same user data (or user preferences) by using replication. For information about replication and the limitations on data sharing, see the Contact Center Manager Administration Installation and Maintenance Guide.
VGMC
VGMC
VGMC
Media Gateway
ELAN Call Server Subnet Signaling CallPilot Server
CCMS
CCMA
CCT
Nortel Server Subnet VPN Router 1100
Call Server
ELAN Subnet CallPilot
VGMC
VGMC
VGMC
Media Gateway Signaling Server
OTM
CCMS
CCMA CCMM NCC CCT
Customer LAN
Modem HDX Application Server
DHCP External Server Web Server
Firewall (Optional)
DNS
POP3/SMTP Mail Server
Enterprise LAN / WAN
Nortel Server Subnet Media Servers Gateways
DMZ (Optional)
VPN Router 1100
TACACS or RADIUS
Modem
PST N Modem
Internet
Firewall
Remote-Support Remote-Agent
Call Server
VGMC
VGMC
VGMC
Media Gateway
ELAN Subnet CallPilot
CCMS
CCMA
CCT
Signaling Server Nortel Server Subnet VPN Router 1100 Modem
Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
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
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
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 297-2183-226 (see the PIC section of the Nortel Web site at www.nortel.com/pic)
Switch configuration
Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
297-2183-931
Contact Center Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
22
297-2183-935
297-2183-212
Contact Center Manager Administration
September 2007
Getting started
For information about Refer to
NTP number
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
Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Technical Requirements and Operating System Configuration Guide
23
Getting started
Standard 6.02
For information about Refer to
NTP number
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
297-2183-930
Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Contact Center Manager Database Integration User Guide
297-2183-940
Networked contact center
Contact Center Manager Network 297-2183-932 Control Center Administrator’s Guide
Administering contact centers
Contact Center Manager Administrator’s Guide
Supervising contact centers
Contact Center Manager Supervisor’s 297-2183-928 Guide
Handling contacts
24
Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-927
Contact Center Historical Reporting and Data Dictionary
297-2183-914
Contact Center Agent Desktop User Guide
297-2183-945
Contact Center Manager Administration
September 2007
Getting started
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
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
Technical Requirements and Operating System Configuration Guide
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Getting started
Standard 6.02
How to get help This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
26
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases
Contact Center Manager Administration
September 2007
Getting started
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: 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.
Technical Requirements and Operating System Configuration Guide
27
Getting started
28
Standard 6.02
Contact Center Manager Administration
Chapter 2
Server requirements In this chapter Overview
30
Server hardware requirements
31
Disk partitioning requirements
36
Server software requirements
37
Port usage
41
Domains and Windows Server 2003 security policies
45
Server performance requirements
46
Technical Requirements and Operating System Configuration Guide
29
Server requirements
Standard 6.02
Overview This chapter provides a summary of the hardware and software requirements for the Contact Center Manager Administration server.
30
Contact Center Manager Administration
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Server requirements
Server hardware requirements Contact Center Manager Administration 6.0 is a software-only product. Contact Center Manager Administration 6.0 does not include the server and other required hardware. Contact Center Manager Administration can reside on any server on which Windows Server 2003 Enterprise or Standard Edition with the latest supported service pack is installed. To access Contact Center Manager Administration on the server, the client PC must have Microsoft Internet Explorer 6.0 with the latest supported service pack installed. For information about the service packs that are validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. All system requirements apply to Contact Center Manager Administration and the Contact Center Manager Configuration Tool. Materials Check that you have the following materials before completing the procedures in this guide:
Microsoft Windows Server 2003 Enterprise or Standard Edition CD-ROM the latest service pack for Windows Server 2003 that are validated with Contact Center Manager Administration. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com.
Hardware platforms Contact Center Manager Administration Release 6.0 supports hardware that meets the minimum requirements as described in “Application server hardware requirements”, regardless of the manufacturer. The server must also meet the requirements of the Microsoft Hardware Compatibility List for the applicable Windows Server 2003 operating system. For more information, see the Microsoft Web site at www.microsoft.com.
Technical Requirements and Operating System Configuration Guide
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Server requirements
Standard 6.02
Backup and disaster recovery To maximize Contact Center Manager Administration uptime, ensure that your hardware platform supports your disaster recovery program. Regular system backups are critical to a disaster recovery program. For more information about system backups, see the Contact Center Manager Administration Installation and Maintenance Guide.
Application server hardware requirements For Contact Center Manager Administration to run properly, the customersupplied server must meet the minimum requirements listed in this section. Specific hardware requirements depend on your contact center size. The table on page 32 lists both the minimum and recommended requirements. Although Nortel recommends that you follow the recommended guidelines, the specific requirements for a contact center vary, based on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) Web site. You can also consult the Contact Center Planning and Engineering Guide for expected performance measurements and a more complete and detailed list of requirements. This document is also available from the PIC section of the Nortel Web site at www.nortel.com/pic.
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Contact Center Manager Administration
September 2007
Hardware item See Note 1.
CPU
Server requirements
Supported minimum
Recommended minimum
Intel-based CPU (Xeon or Pentium IV), 2 GHz
2.8 GHz Single Xeon or Pentium IV. Note that Contact Center 6.0 CapTool must be used to determine appropriate CPU required.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP. Dual- and quad-CPU machines are supported with or without Hyperthreading enabled. Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
1 GB
2 GB
Microsoft recommendation for swap file size 1.5 x RAM up to a limit of 4 GB
Hard disk space
20 GB of physical disk space
40 GB of physical disk space (80 GB of physical disk space with RAID-1)
Disk space is required for historical reports saved to disk. See Note 2.
Hard disk partitioning
No specific partitioning requirements
No specific partitioning requirements
Hard disk type SCSI, SATA or IDE SCSI or SATA
Hard disk speed
7200 RPM
At this time, a SAN (Storage Area Network) configuration is not supported.
> 7200 RPM
Technical Requirements and Operating System Configuration Guide
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Server requirements
Standard 6.02
Hardware item See Note 1.
Supported minimum
Recommended minimum
Floppy drive
Not required
Not required
DVD ROM
one DVD ROM drive one DVD ROM drive
Network interface
one network interface card
one network interface card
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
Video card
one video card and monitor
one video card and monitor
1024 x 768 minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem for remote technical support
33.6 KB/s minimum 33.6 KB/s minimum A modem is required only if you use a modem as your method of access to remote technical support
Virtual Private Network (VPN) for remote technical support
VPN connection using a Nortel VPN router is recommended
VPN connection using a Nortel VPN router is recommended
Backup/ Restore
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
34
Additional information
If a floppy disk drive is installed, it must be A.
VPN is required only if you use VPN as your method of access to remote technical support
Contact Center Manager Administration
September 2007
Server requirements
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: The hard disk space requirement of 20 GB minimum can be explained as follows. These are approximate figures and vary from contact center to contact center:
Windows 2003 Server operating system (with a virtual memory of 512 MB x 1.5), including operating system patches, the page file, and so on: minimum 4 GB. Third-party software, such as antivirus software and pcAnywhere, plus the Contact Center Manager Administration application software: minimum 2 GB. Historical report storage (based on a contact center with 45 supervisors, each with 300 MB of storage): minimum 14 GB. (If less storage is required, you can reduce the minimum disk space below 20 GB.)
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35
Server requirements
Standard 6.02
Disk partitioning requirements Because there are no specific guidelines or restrictions regarding the number or size of the Contact Center Manager Administration server disk 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 disk 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 disk partition. Nortel recommends that you install the operating system and Contact Center Manager Administration on an NT File System (NTFS) partition because File Allocation Table (FAT) partitions do not support security. Please note the following guide lines for disk partitioning based on disk size requirements.
36
The minimum hard disk space requirement of 20 GB can be divided as follows (These are approximate figures and vary from contact center to contact center): Windows 2003 Server operating system (with a virtual memory of 512 MB * 1.5), including operating system patches, the page file, and so on: Minimum 4 GB. Third-party software, such as antivirus software and pcAnywhere, plus the Contact Center Manager Administration application software: Minimum 2 GB. Historical report storage (based on a contact center with 45 supervisors, each with 300 MB of storage): Minimum 14 GB. (If less storage is required, then you can reduce the 20 GB minimum accordingly.) Total: Minimum: 20 GB.
Contact Center Manager Administration
September 2007
Server requirements
Server software requirements This section describes the software requirements for the Contact Center Manager Administration server.
Server operating system The Contact Center Manager Administration server 6.0 requires the Microsoft Windows Server 2003 Enterprise Edition or the Windows Server 2003 Standard Edition operating system with the latest supported service pack. ATTENTION
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. For information about installing Windows Server 2003 Release 2 without the optional features, or about removing the optional features from the operating system, see “To install Windows Server 2003” on page 65.
Technical Requirements and Operating System Configuration Guide
37
Server requirements
Operating system
Windows 2003 Standard Edition, 32-bit See Note 2.
Windows 2003 Enterprise Edition, 32-bit See Note 2.
Standard 6.02
International versions supported See Note 1.
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
Note 1: The Contact Center Manager Administration language packs are not available for French, German, Japanese, and Traditional Chinese. Note 2: 64-bit version is not supported. 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. Installing the operating system on a clean server eliminates the possibility of carrying over incorrect settings from the previous Windows installation. For the purpose of this guide, all references to Windows Server 2003 apply to Windows Server 2003 Standard Edition and Windows Server 2003 Enterprise Edition, unless it is explicitly stated otherwise. For information about installing Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, see Chapter 4, “Installing and configuring the server operating system”. 38
Contact Center Manager Administration
September 2007
Server requirements
Service packs and security patches This section describes recommendations for installing service packs and security patches. Service packs Nortel tests all new operating system service packs for compatibility with its Contact Center 6.0 product suite. Nortel recommends that customers wait until Nortel completes compatibility testing before applying new service packs. For a complete list of service packs that are validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. Security patches Because of the number of security patches issued for operating systems, Nortel recommends that you create a systematic and accountable process for identifying and applying security patches. For best practices guidelines, refer to the National Institute of Standards and Technology (NIST) Special Bulletin 80040, Procedures for Handling Security Patches. Nortel incorporates the latest operating system security recommendations and patches into an integrated solutions testing strategy during each test cycle. For a complete list of security patches that were tested for compatibility, go to the Partner Information Center section of the Nortel Web site at www.nortel.com/ pic.
Technical Requirements and Operating System Configuration Guide
39
Server requirements
Standard 6.02
However, because of the urgent nature of security patches, Nortel recommends that customers follow the Microsoft security recommendations as soon as they are issued by Microsoft, including following any Microsoft installation and security patch rollback processes. ATTENTION
Always perform a full system backup before installing a new service pack or security patch to allow for system rollback, if required. If Contact Center Manager Administration does not function correctly after applying the service pack or security patch, you must remove the service pack or security patch. Next, you must revert to the most recent full system backup before the service pack or security patch was applied.
Windows Server 2003 licensing As of the date of publication, client PCs require a Windows Client Access License (CAL) to access the Windows Server 2003. Nortel does not provide these CALs. Consult Microsoft for the latest information. Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements.
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Contact Center Manager Administration
September 2007
Server requirements
Port usage The following table lists the TCP/UDP ports that Contact Center Manager Administration uses with the Contact Center Manager Server. You can use this information for items such as firewall implementation, or identifying potential port conflicts within the client PC or the Contact Center Manager Administration server. To minimize the potential points of failure in a nodal contact center setting, ensure that the Contact Center Manager Server and the Contact Center Manager Administration server are on the same subnet. Port number
Functionality
Port location
TCP Port 80
for Internet Explorer communication
Contact Center Manager Administration server
TCP Port 443 (HTTPS)
for secure HTTP communication (only applicable if SSL is enabled for secure Internet Information Services (IIS) communication)
Contact Center Manager Administration server
TCP Ports 389 for proper ADAM functionality. Port 389 Contact Center Manager Administration server and 636 is for LDAP, and port 636 is for SSL. While you install Contact Center Manager Administration on a server that runs Windows Server 2003, these ports usually appear by default in the Port Configuration for ADAM installation window. If the values 50000 and 50001 appear instead, it means that port numbers 389 and 636 are already taken. In this case, you can either accept the new values, or choose other ports for security reasons.
Technical Requirements and Operating System Configuration Guide
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Server requirements
Port number
Standard 6.02
Functionality
Port location
TCP Port 3389 for remote desktop connection
TCP Port 25 (SMTP)
Contact Center Manager Administration server. Remote Desktop Connection for support purposes. (Only required if your are using Remote Desktop Connection for the remote connection tool.)
for the Historical Reporting component Contact Center Manager to send e-mail notifications when reports Administration server are printed and saved
TCP Port 8200 for the Emergency Help component
client PC
UDP ports 6020, 6030, 6040, 6050, 6060, 6070, 6080, 6090, 6100, 6110, 6120, 6130
for the Contact Center Manager Administration server to receive IP multicasting data from Contact Center Manager Server (needed for Real-Time Reporting and Agent Desktop Display)
Contact Center Manager Administration server
UDP ports 7020, 7030, 7040, 7050, 7060, 7070, 7080, 7090, 7100, 7110, 7120, 7130
for the Contact Center Manager Administration server to send IP multicasting data to client PCs (needed for Real-Time Reporting and Agent Desktop Display)
client PC
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Contact Center Manager Administration
September 2007
Server requirements
Port number
Functionality
Port location
UDP ports 7025. 7035, 7045, 7055, 7065, 7075, 7085, 7095, 7105, 7115, 7125, 7135
for the Contact Center Manager client PC Administration server to send IP unicast data to client PCs. This is an optional method of sending the data required for Real-Time Reporting. If you do not use the multicast method, then you must configure the unicast option. You can also use a combination of the two methods.
TCP Port 10 000
used by the Nameservice process located on the Contact Center Manager Administration server (nbnmsrvc.exe), it permits communication between the Contact Center Manager Administration server and the server in Contact Center Manager Server.
Contact Center Manager Administration server
Default UDP port 3998
License Manager destination port
License Manager
Default UDP ports 3999 4007
License Manager client source port
License Manager
The default port for the thirdparty software, Veritas Backup Exec, is port 10 000. This conflicts with the default port used by the Contact Center Manager Administration Toolkit NameService. To avoid issues with Contact Center Manager Administration functionality when using Veritas Backup Exec, you must change the default port of Veritas Backup Exec to another port number that is not being used by the network.
Technical Requirements and Operating System Configuration Guide
43
Server requirements
Standard 6.02
Based on your network configuration and the amount of access to the Contact Center Manager Administration server that is required (for example, for print servers and file sharing), you may also need to configure domain trust relationships and firewalls. For more information about this additional configuration, consult the Microsoft guidelines on Windows Server 2003 networking.
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Contact Center Manager Administration
September 2007
Server requirements
Domains and Windows Server 2003 security policies It is no longer necessary to install the Contact Center Manager Administration software server as a primary domain controller. This change occurred with the release of Symposium Web Client 4.5 SU03 for Windows 2003. It is optional whether the Contact Center Manager Administration software server is a member of a domain. If you add the server to an existing customer network domain, you can do this before or after you install Contact Center Manager Administration. 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 can affect the Contact Center Manager Administration 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 apply only 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, 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 Administration 6.0 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 (accessible from www.nortel.com/pic). Technical Requirements and Operating System Configuration Guide
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Server requirements
Standard 6.02
Server performance requirements For information about performance requirements, see the Contact Center Planning and Engineering Guide.
Multicast LAN/WAN impact The multicast LAN/WAN impact from the Contact Center Manager Administration server can be divided into two parts:
nodal real-time display multicast data
network-consolidated real-time display (NCRTD) data
Contact Center Manager Server sends nodal real-time display multicast data to the Contact Center Manager Administration server. The impact of this data is described in the Contact Center Planning and Engineering Guide. The Contact Center Manager Administration server consolidates the multicast traffic from one or more Contact Center Manager Servers into a single, network consolidated, multicast stream. This stream is sent from the Contact Center Manager Administration server to the Contact Center Manager Client PCs anywhere in the network. The unicast communication channel can connect the client to the Contact Center Management Application server to facilitate the running of the network consolidated displays in circumstances where multicast is not available. Agent Desktop Display (used by agents for real-time skillset monitoring) and Emergency Help notifications (used by supervisors to be alerted whenever agents press the Emergency key on their phoneset) are not available on client PCs that receive only unicast data. Both of these features require multicast data transmission.
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Contact Center Manager Administration
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Server requirements
The Contact Center Manager Administration server processes only multicast data for Contact Center Manager Servers that you add through the Configuration component of Contact Center Manager Administration. If there are other Contact Center Manager Servers in your network that you did not add through the Configuration interface, then the multicast data from these servers is not processed in Contact Center Manager Administration and is not included in realtime reports.
Call Server
ELAN Subnet CCMS
Signaling Server Raw data
Nortel Server Subnet
Signaling Server
Consolidated data
ELAN Subnet CCMS
Customer LAN
Consolidated data Call Server
Client PC
CCMA Consolidated data Raw data
Enterprise LAN / WAN
Nortel Server Subnet
Internet
Firewall Client PC
Consolidated data
Call Server
ELAN Subnet CCMS
Signaling Server Nortel Server Subnet Raw data
In the above diagram, there is one Contact Center Manager Administration server in the primary node. All the Contact Center Manager Servers send raw real-time data to the Contact Center Manager Administration server. The Contact Center Manager Administration server, in turn, sends compressed consolidated data out to all of the client PCs.
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Server requirements
Standard 6.02
Use the Capacity Assessment Tool to estimate the total LAN/WAN impact of multicast NCRTD traffic. For more information about the Capacity Assessment Tool and the LAN/WAN impact, see the Contact Center Planning and Engineering Guide. You can also use the Contact Center Manager Administration CPU utilization analysis spreadsheet to estimate the CPU impact on the Contact Center Manager Administration server and to estimate the CPU impact from the real-time displays on the client PC. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) Web site at www.nortel.com, within the Contact Center Manager Administration section (you require level 4 access to download this file).
Unicast LAN/WAN impact In addition to the multicast data that the Contact Center Manager Administration server sends to the client PCs, it sends unicast real-time data over the Nortel server subnet to the client PCs that cannot receive multicast data. This traffic can also be sent over the WAN in response to remote client requests. The presence of these unicast clients in a Contact Center Manager Administration configuration causes additional network traffic. Unicast clients use dedicated point-to-point connections, so each client receives its own data stream. Whereas the Contact Center Manager Administration server sends only one multicast stream to each site that requests multicast real-time data, the Contact Center Manager Administration server sends multiple streams of unicast realtime data according to the following rules. For a particular client PC, the server sends only one stream to support at least one display of the same data type. There are 12 data streams which include 6 streams for each type of data that is viewed in either of the two data collection modes (interval to date or moving window), as follows:
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6 streams of interval to date data (agent, skillset, application, nodal, IVR, and route) 6 streams of moving window data (agent, skillset, application, nodal, IVR, and route) Contact Center Manager Administration
September 2007
Server requirements
For example, if the same client opens two Agent/moving window displays, the server sends only one Agent/moving window data stream. The size of each data stream is identical to the corresponding multicast stream. The following diagram shows the single, shared multicast stream, which can provide data to any number of clients, and the unicast streams dedicated to each of the unicast clients. To help you estimate the network traffic impact on both the Nortel server subnet and WAN when deploying the Contact Center Manager Administration server, you can use the Contact Center Manager Administration multicast and unicast traffic analysis spreadsheet. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) of the Nortel Web site at www.nortel.com, within the Contact Center Manager Administration section (you require level 4 access to download this file).
Technical Requirements and Operating System Configuration Guide
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50 Signaling Server
Call Server
Realtime Statistics [Multicast]
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CCMS
ELAN Subnet
CCMA
Unicast
Modem
VPN Router 1100
Multicast
Multicast
Unicast
Customer LAN Modem
PSTN
Internet
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
Client PCs
Client PCs
Firewall
Enterprise LAN / WAN
Server requirements Standard 6.02
Contact Center Manager Administration
Chapter 3
Client PC requirements In this chapter Client hardware requirements
52
Client software requirements
55
Client backward compatibility
58
Multiple applications and the Contact Center Manager Client
59
Technical Requirements and Operating System Configuration Guide
51
Client PC requirements
Standard 6.02
Client hardware requirements The following requirements are applicable to the Supervisor Client machine, but can also be applied to computers that run Agent Desktop Display. You can also consult the Contact Center Planning and Engineering Guide for expected performance measurements and a more complete and detailed list of requirements. Hardware item
Supported minimum
Recommended minimum
CPU
Intel-based CPU Intel-based CPU Pentium II 300 Mhz Pentium III 733 Mhz
Additional information
Operating System requirements
Windows XP and Windows 2000 professional, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
Windows XP and Windows 2000 professional, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
RAM
128 MB
256 MB
52
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP. Dual- and quad-CPU machines are supported with or without Hyperthreading enabled. Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
Contact Center Manager Administration
September 2007
Client PC requirements
Hardware item
Supported minimum
Recommended minimum
Hard disk space
4 GB
40 GB
Hard disk partitioning
No specific partitioning requirements
No specific partitioning requirements
Additional information
40 GB is recommended only when the user wants to store large reports locally.
Hard disk type IDE/SCSI Bus for hard drives
IDE/SCSI Bus for hard drives
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
Not required
Not required
DVD ROM
one DVD ROM drive
one DVD ROM drive
Network interface
one network interface card
one network interface card
Nortel recommends that you use a network interface card that is 100 Mb/s Ethernet.
Video card
one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Serial ports
one serial port (if connection of the M1 Data Extraction Tool to the M1 switch using a serial port is required)
one serial port (if connection of the M1 Data Extraction Tool to the M1 switch using a serial port is required)
Technical Requirements and Operating System Configuration Guide
If a floppy drive is installed, it must be letter A.
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Client PC requirements
Standard 6.02
You require 20 MB of available hard disk space for the Agent Desktop Display component If you connect to the Meridian 1 PBX switch, you can use either the client PC or the Contact Center Manager Administration server as long as the system you use has a serial port. The Meridian 1 PBX Data Extraction Tool is intended for use with the Meridian 1 PBX switch only; it cannot support the Meridian 1 Internet Enabled switch. The Pentium II 300 MHz configuration is adequate for normal operation in small contact centers (fewer than 50 agents). For more intensive activity and larger contact centers, a faster processor and additional RAM, or both, improves performance. For larger contact centers and higher levels of activity, the minimum platform should be increased accordingly.
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Contact Center Manager Administration
September 2007
Client PC requirements
Client software requirements The following table lists the operating system requirements for Contact Center Manager Administration client. Operating system
Windows 2000 Professional
Windows XP Professional
Windows 2003 Standard Edition
Windows 2003 Enterprise Edition
International versions supported (See Note 1)
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Minimum service pack
SP4
SP2
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
Note 1: Client operating system must be of the same language family as the Contact Center Manager Administration server. Technical Requirements and Operating System Configuration Guide
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Client PC requirements
Standard 6.02
Client operating system installation and configuration The following components are required on the Contact Center Manager Administration client machine:
Microsoft Internet Explorer 6.0 or greater with the latest supported service pack. 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 located at www.nortel.com. Microsoft Excel 2000 Service Release 1a or greater (for Configuration component only) (Required only if you install a release earlier than SU04) Microsoft SOAP Toolkit 3.0 (included on the installation CD)
If you use the client PC to connect to a Contact Center Manager Administration server that runs Windows Server 2003 and has release earlier than SU04 installed, the client PC must have Microsoft SOAP toolkit 3.0 installed. Also, if you use the client to view Agent Desktop Display (ADD) through this Contact Center Manager Administration server, the client must be upgraded to at least Release 4.5 of the ADD software. Supervisors who connect to Contact Center Manager Administration on a client PC that runs Windows Server 2003 or Windows XP must have an ID that is part of the Power Users group on the client PC to receive the required ActiveX downloads. For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system.
Service packs and security patches This section describes recommendations for service packs and security patches.
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Contact Center Manager Administration
September 2007
Client PC requirements
Service packs Nortel tests new service packs for operating systems for compatibility with its Contact Center 6.0 product suite. Nortel recommends that customers wait until Nortel completes compatibility testing before applying new service packs. For a complete list of service packs that were tested for compatibility, see the Partner Information Center section of the Nortel Web site at www.nortel.com/pic. ATTENTION
Always perform a full system backup before applying a new service pack. This will allow you to rollback the system to a previous state, if required.
Security Patches Because of the number of security patches issued for operating systems, Nortel recommends that you create a systematic and accountable process for identifying and applying security patches. For best practices guidelines, refer to the National Institute of Standards and Technology (NIST) Special Bulletin 80040, Procedures for Handling Security Patches. Nortel incorporates the latest recommendations for patches and operating system security into an integrated solutions testing strategy during each test cycle. For a complete list of security patches that were tested for compatibility, see the Partner Information Center section of the Nortel Web site at www.nortel.com/pic. However, because of the urgent nature of security patches when operating system vulnerabilities are discovered, Nortel recommends that customers follow the Microsoft security recommendations as soon as they are issued by Microsoft, including following any Microsoft installation and security patch rollback processes. ATTENTION
To rollback the system to a previous state, if required, always perform a full system backup before you install a new security patch. If Contact Center Manager Administration does not function correctly after you apply the security patch, you must remove the security patch and revert to the most recent full-system backup before you applied the security patch.
Technical Requirements and Operating System Configuration Guide
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Client PC requirements
Standard 6.02
Client backward compatibility When you use the client PC to connect to a server that runs Contact Center Manager Administration, the system automatically downloads the required third-party controls onto the client PC. After you upgrade the client PC to Agent Desktop Display 6.0, you cannot use the client PC to connect to an application server that is running Symposium Web Client 4.5; you can only a the client PC with Agent Desktop Display 6.0 to connect to a server that is running Contact Center Manager Administration 6.0. If Agent Desktop Display 4.5 is installed on the client PC, you can use Agent Desktop Display 4.5 to connect to servers that run either Symposium Web Client 4.5 or Contact Center Manager Administration 6.0. If you use Agent Desktop Display 4.5 to connect to both Symposium Web Client 4.5 and Contact Center Manager Administration 6.0 servers, do not upgrade the Agent Desktop Display to Release 6.0 when you receive a prompt to do so. Upgrading the Agent Desktop Display to Release 6.0 causes incompatibility between the Agent Desktop Display and Symposium Web Client 4.5.
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Contact Center Manager Administration
September 2007
Client PC requirements
Multiple applications and the Contact Center Manager Client In Contact Center Manager Administration, the Contact Center Manager Client PC has the following components:
Internet Explorer 6.0 with the latest supported service pack. (Required only if you install a version earlier than SU04) SOAP 3.0 merge module (a Microsoft standard component)
Agent Desktop Display client application
Contact Center Manager Configuration Tool spreadsheets
Meridian 1 PBX Data Extraction Tool
These components can co-reside with the following Nortel products:
Contact Center Manager Server 6.0 or Server Utility You must have either Contact Center Manager Server 6.0 Client or Server Utility on at least one client PC in the contact center. However, you cannot have both applications on the client PC.
Call Pilot Web Administration Client 2.0
Optivity Telephone Manager (OTM) 2.0
i2050 Software Phone
Symposium Web Center Portal Agent Client 4.0
Symposium Web Center Portal Administration/Supervisor Client 4.0
In addition, these components can co-reside with the following Microsoft products:
Microsoft Office 2000, Office 2003, and XP (You need Microsoft Excel to use the Contact Center Manager Configuration Tool.)
Technical Requirements and Operating System Configuration Guide
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Client PC requirements
60
Standard 6.02
Contact Center Manager Administration
Chapter 4
Installing and configuring the server operating system In this chapter Overview
62
Install and configure Windows Server 2003
64
Configure Data Execution Prevention
76
Install Internet Information Services with SMTP and ASP.NET
80
Technical Requirements and Operating System Configuration Guide
61
Installing and configuring the server operating system
Standard 6.02
Overview You must install Contact Center Manager Administration on a server that runs Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard Edition. ATTENTION
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. For details about installing Windows Server 2003 Release 2 without the optional features, or about removing the optional features from the operating system, see “To install Windows Server 2003” on page 65.
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. Installing the operating system on a clean server eliminates the possibility of carrying over incorrect settings from the previous Windows installation. 62
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Installing and configuring the server operating system
This chapter includes:
a preinstallation checklist of information that is required during the installation the process to install, configure, and verify the parameters for the Windows Server 2003 installation
Technical Requirements and Operating System Configuration Guide
63
Installing and configuring the server operating system
Standard 6.02
Install and configure Windows Server 2003 To install and configure Windows Server 2003 Enterprise or Standard Edition for Contact Center Manager Administration, see “To install Windows Server 2003” on page 65 for a checklist to use. 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 66. 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 and SOAP 3.0. 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. 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.
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. 64
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Installing and configuring the server operating system
Domain group policies and the Contact Center Manager Administration server It is no longer necessary to install the Contact Center Manager Administration software server as a primary domain controller. This change occurred with the release of Symposium Web Client 4.5 SU03 for Windows 2003. For more information about domain group polices, see “Domains and Windows Server 2003 security policies” on page 45.
To install Windows Server 2003 This information is not a comprehensive walk-through of the operating system’s installation process. For detailed information about Windows Server 2003 and how to install it, see the documentation that accompanies the Windows Server 2003 Enterprise Edition or Standard Edition installation CD. If you install Windows Server 2003 Release 2, do not install or configure the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CD:
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
For details about installing Windows Server 2003 Release 2 without the optional features, see “Windows Server 2003 installation checklist” on page 66. For details about removing the new optional features from a Windows Server 2003 Release 2 server, see “Add or Remove Programs” on page 72.
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65
Installing and configuring the server operating system
Standard 6.02
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, then you must ensure that the image is taken from an installation for which all instructions in the following checklist were followed. Installations from a disk-cloned 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 will contain 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.
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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 device settings (mouse, keyboard, monitor, and so on), click Details.
Personalize Your Software window
❑
Type your name and the name of your organization. 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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Installing and configuring the server operating system
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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 6-15 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 only permitted in the computer name of standalone systems. If you are installing 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 stand-alone 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 installed 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. Date and Time Settings window
❑
Adjust as required.
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Windows Server 2003 installation checklist
✓
Installing Components window
❑
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you have selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created. If you install Windows Server 2003 Release 2, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you are prompted to install CD2, click Cancel and then click OK. 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
❑
If you install Windows Server 2003 Release 2, 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. 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 checked by default. Click Internet Information Services, and then click Details to select SMTP on the components list. Under Subcomponents of IIS, ensure that World Wide Web Service is selected. 3 If you selected any values, click OK to return to the Windows Components window. 4 Click Next. 5 Click Cancel to return to Manage your Server.
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Installing and configuring the server operating system
Standard 6.02
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 have the option to 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.
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Installing and configuring the server operating system
Standard 6.02
✓
Windows Server 2003 installation checklist Add or Remove Programs
This step only applies if you install Windows Server 2003 Release 2. If you install Windows Server 2003 Release 2, you must ensure that you did not install the new optional features provided on CD 2 on the Contact Center Manager Administration server. If you attempt to install Contact Center Manager Administration on a server with the new Windows Server 2003 Release 2 components, the Contact Center Manager Administration installation will fail. 1 Click Start > Control Panel. 2 Double-click Add or Remove Programs. 3 Click Add/Remove Windows Components to view a list of installed components. Remove any of the following components if they have been installed on your Contact Center Manager Administration server:
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
4 Ensure that all ADAM SP1 folders have been deleted by checking to see if the following folder still exists on the Contact Center Manager Administration server::\Program Files\Microsoft ADAM\instance1\data
If the folder above appears on the Contact Center Manager Administration server, you must delete it. 5 Close all windows to complete the procedure.
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Manually update 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. Manually updating the HOSTS table ATTENTION
1
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.
Browse to the sample HOSTS tables are provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc
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Installing and configuring the server operating system
2
Standard 6.02
Double-click the HOSTS file and open the file with a text editor (for example Notepad) to modify the host tables. ATTENTION
You do not have to 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 text editor displays the HOSTS table. The HOSTS table consists of a list of IP addresses followed by a computer name. A sample hosts table is provided below as a guideline, but is not intended to indicate exactly how the hosts tables should be configured on the Contact Center Manager Administration server.
3
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
74
Click File > Save to save your changes.
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Installing and configuring the server operating system
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.
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Installing and configuring the server operating system
Standard 6.02
Configure Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
Configuring Data Execution Prevention (DEP) on the Contact Center Manager Administration server Nortel recommends that you perform this procedure before you install Contact Center Manager Administration.
76
1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
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Installing and configuring the server operating system
Result: The System Properties window opens.
3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
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Installing and configuring the server operating system
Standard 6.02
Result: The Performance Options dialog box appears 5
Select the Data Execution Prevention tab. Result: The Data Execution Prevention page appears.
6
Select the Turn on DEP for essential Windows programs and services only option.
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 dialog box reappears.
78
9
Click OK to exit the System Properties dialog box.
10
Restart the server to activate the change to the Data Execution Prevention settings.
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Installing and configuring the server operating system
Apply 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. 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 allows you to 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 verified the Microsoft patch for its compatibility with Contact Center Manager Administration.
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Installing and configuring the server operating system
Standard 6.02
Install Internet Information Services with SMTP and ASP.NET 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 Chapter 5, “Other configuration tasks.”
Installing Internet Information Services (IIS) 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window opens.
2
In the left pane, click Add/Remove Windows Components. Result: The Windows Components Wizard dialog box appears.
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3
Installing and configuring the server operating system
Under Components, click Application Server, and then click Details. Result: The Application Server dialog box opens.
4
Under Subcomponents of Application Server, select the ASP.NET check box on the components list. Result: A check mark appears next to ASP.NET.
5
Under Subcomponents of Application Server, click Internet Information Services, and then click Details.
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Installing and configuring the server operating system
Standard 6.02
Result: The Internet Information Services dialog box appears. 6
Under Subcomponents of Internet Information Services (IIS), select the SMTP Service check box on the components list.
7
Under Subcomponents of Internet Information Services (IIS), ensure that the World Wide Web Service check box 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
82
Click Finish.
Contact Center Manager Administration
Chapter 5
Other configuration tasks In this chapter Overview
84
Ensure the computer name and DNS host name match
85
Add the server to an existing domain
90
Check the bindings order on the server
94
Technical Requirements and Operating System Configuration Guide
83
Other configuration tasks
Standard 6.02
Overview This chapter details the procedures to configure the application server before you install the Contact Center Manager Administration software.
84
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September 2007
Other configuration tasks
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.
Technical Requirements and Operating System Configuration Guide
85
Other configuration tasks
Standard 6.02
Ensuring 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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3
Other configuration tasks
Click the Computer Name tab. Result: The Computer Name Changes page appears.
4
Write down the Full computer name exactly as it appears, including case. Ignore the period at the end of the Full computer name.
Technical Requirements and Operating System Configuration Guide
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Other configuration tasks
5
Standard 6.02
Click Change. Result: The Computer Name Changes window appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.
7
Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8
If the names match, close the windows you opened and continue with the configuration of your server. OR If the names do not match, complete the procedure “Updating the computer name to match the DNS host name” on page 89.
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Other configuration tasks
Updating the computer name to match the DNS host name This procedure is a continuation of the previous procedure. 1
Write down the NetBIOS computer name exactly as it appears.
2
In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.
3
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1.
4
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 3. Result: The system prompts you to restart.
5
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
6
Click Yes.
7
When the system restarts, log on to the server as Administrator.
8
To ensure the names match now, repeat the procedure “Ensuring the computer name and DNS host name match” on page 86.
Technical Requirements and Operating System Configuration Guide
89
Other configuration tasks
Standard 6.02
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 if one of the following occurs:
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 detailed information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see “Domains and Windows Server 2003 security policies” on page 45.
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Other configuration tasks
Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties window opens.
2
In the System Properties window, click the Computer Name tab.
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Other configuration tasks
Standard 6.02
Result: The Computer Name page appears.
3
To add the server to a domain, click Change. Result: The Computer Name Changes window appears.
4 92
Select the Domain option, and then type the name of the domain. Contact Center Manager Administration
September 2007
Other configuration tasks
You must provide the fully qualified domain name of the domain, which includes the prefix and suffix. 5
Click OK. Result: A window appears asking you for a name and password with permission to join the domain.
6
Type the name and password in the appropriate boxes.
7
Click OK. Result: When the system processes your change, a window appears welcoming you to the domain that you specified.
8
Restart the server when prompted to do so.
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93
Other configuration tasks
Standard 6.02
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 Chapter 6, “Optional system components”. 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.
3
94
On the menu bar, select Advanced > Advanced Settings.
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Other configuration tasks
Result: The Advanced Settings dialog box appears.
4
In the Connections box, make sure that the Nortel server subnet connection is listed first. If it is not first, adjust the order.
5
Click OK.
Technical Requirements and Operating System Configuration Guide
95
Other configuration tasks
96
Standard 6.02
Contact Center Manager Administration
Chapter 6
Optional system components In this chapter Overview
98
Install antivirus software
100
Install other utilities
102
What is next?
104
Technical Requirements and Operating System Configuration Guide
97
Optional system components
Standard 6.02
Overview This section describes the optional system components that you can install on your server before you install Contact Center Manager Administration server software. The administrator must perform tests to ensure that certain conditions and recommendations are met prior to putting the server into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end user can be asked to remove third-party software and disable real-time scanning. Running additional software on the application server (for example, virus scan software) may place an additional load on the Contact Center Manager Administration server. Therefore, you should set all utility tools to run on the application server during off-peak hours. In addition, all utilities installed on the Contact Center Manager Administration server must be included in the Microsoft Compatibility List for Windows Server 2003. For more information about the Microsoft Compatibility List for Windows Server 2003, go to www.microsoft.com. Nortel does not provide support on the configuration of antivirus software. Direct all your questions or problems about antivirus software to the appropriate vendor. The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. If you raise performance or functionality issues to Nortel support personnel, as part of the fault diagnosis process, the support technician may ask you to remove all third-party software from the Contact Center Manager Administration server.
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Optional system components
Citrix Presentation Server 4.0 You can access the Contact Center Manager Administration application and Agent Desktop Displays through Citrix Presentation Server 4.0. ATTENTION
Nortel does not support connection to Contact Center Manager Server or Contact Center Manager Administration server through Citrix Presentation Server 4.0.
For information about the system requirements for Citrix Presentation Server 4.0, see the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
Technical Requirements and Operating System Configuration Guide
99
Optional system components
Standard 6.02
Install antivirus software If your corporate security policy requires it, you must install antivirus software. The recommendations for antivirus software are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel selects a representative sample of antivirus software in the development of these guidelines. The products that were tested and used to create these guidelines are:
McAfee Netshield Symantec Norton Antivirus corporate edition Computer Associates eTrust Antivirus
Nortel does perform ongoing compatibility testing or testing on other antivirus packages. Follow the vendor instructions for installing and configuring your antivirus software. Guidelines for antivirus software Follow these guidelines when you plan to install and run antivirus software on the Contact Center Manager Administration servers:
Do not set virus scans to start on the hour.
Set virus scans to run during off-peak hours.
100
Disable antivirus software before you install Contact Center Manager Administration or any service updates (SU). You can re-enable the antivirus software after you complete the installation of the Contact Center Manager Administration.
Do not configure the antivirus software to quarantine infected files. If you have an infected file, do not attempt to replace or remove them. Contact your local Nortel customer support representative for assistance. The support representative can determine if the files are part of the application or a critical system file. Do not connect the Contact Center Manager Administration server directly to the Internet to access virus definitions or updates. Download virus
Contact Center Manager Administration
September 2007
Optional system components
definitions and update files to another location on the network, and then load these updates on the servers.
Scan all Service Updates Supplements (SUS) files, DVDs, CD-ROMs, and floppy disks prior to use. Run the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition Performance Monitor on the server to measure the CPU usage. If the antivirus software causes the CPU usage to exceed 50 percent for longer than 20 min, do not install this antivirus software on the server. Nortel does not provide support on the configuration of antivirus software. Direct questions or problems about antivirus software to the appropriate vendor. If performance or functionality issues are raised to Nortel support personnel, as part of the fault diagnosis process, the customer or distributor can be asked to remove third-party utility software or antivirus software.
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Optional system components
Standard 6.02
Install other utilities Certain third-party utility class software applications, such as hardware diagnostics or backup tools, require few system resources during the normal operation of Contact Center Manager Administration and are permitted. Third-party backup software is used only for full server backups. You must use the utility included with Contact Center Manager Administration to perform database backups. Guidelines for utility software You must perform tests to ensure that these conditions and recommendations are met prior to putting the server into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, you can be asked to remove third-party software. You can install certain utility class software on the server, providing the software conforms to the guidelines listed:
102
During the installation, the utility must not conflict with the Contact Center Manager Administration installation. If conflicts occur, remove the utility until after Contact Center Manager Administration is installed. During run time, the utility must not degrade the Contact Center Manager Administration system beyond an average 30 percent CPU utilization. The utility must not lower the minimum amount of free hard disk space required by Contact Center Manager Administration and the Windows operating system. The utility must not cause any improper software shutdowns or out-ofsequence shutdowns. The utility must not administer the Contact Center Manager Administration software. If the utility has its own database, the utility’s database must not affect the Contact Center Manager Administration database.
You must not use disk compression utilities.
You must not use screen savers.
Contact Center Manager Administration
September 2007
Optional system components
You must not use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) to reclaim memory that is unused by Microsoft. The installation or uninstallation of the third-party software should not affect or conflict with the Contact Center Manager Administration software. For example, it must not cause conflicts with dynamic-link library (.dll) files. If such conflicts occur, you may need to rebuild the server.
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Optional system components
Standard 6.02
What is next? You are now ready to install Contact Center Manager Administration on the application server. For information about installing and upgrading Contact Center Manager Administration, see the Contact Center Manager Administration Installation and Maintenance Guide.
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Contact Center Manager Administration
Index A Access and Partition Management overview 13 Agent Desktop Displays overview 15 anti-virus software 100 application server communication ports on 41 application threshold classes in Scripting 14 architecture for network 18 Audit Trail overview 15
B
computer name of 68 port numbers in 41 third-party software 98 Contact Center Manager Administration server performance requirements 46 Contact Center Manager Server 17 CPU utilization 102
D DNS host name matching 85 DNS server addresses 70 configuring 73 documents in Contact Center 22
backward compatibility for clients 58
E
C
Emergency Help overview 15 experience required 25
Citrix 99 clients and Windows Server 2003 56 backward compatibility of 58 communication ports 41 hardware requirements for 52 software requirements for 55 communication ports 41 computer name changing in Windows Server 2003 68 computer name matching with DNS host 85 Configuration overview 13 Contact Center Management overview 12 Contact Center Manager Administration about the server 17 administrator password 68 components of 12
G guidelines 100 utility class software applications 102
H hardware requirements for the clients 52 server 32 Historical Reporting overview 14 host tables, configuring 74 hosts table manually updating 73
Technical Requirements and Operating System Configuration Guide
105
Index
Standard 6.02
I
R
installation TCP/IP 70 Windows Server 2003 components 69 installing Windows Server 2003 66 IP addressing dynamic 70 for WINS 71
Real-Time Reporting overview 14 related documents 22 required experience 25 requirements minimum hardware 32
K
Scripting application threshold classes in 14 overview 13 server software requirements 37 setup Windows Server 2003 components 69 software requirements for the clients 55 server 37 spreadsheet used for estimating CLAN/WAN impact 49 supported platforms 31 Symposium Web Client components of 12
knowledge required 25
L LAN/WAN impact of unicast on 48 multicast impact of application server on 46 LMHOSTS table 73
M Microsoft’s Compatibility List 98 minimum hardware requirements 32
S
T
N
TCP/IP setup 70
network architecture 18 Nortel server subnet 34 NT File System (NTFS) partition 36
U
P
unicast impact of on the LAN/WAN 48 utility software 102
partitions NTFS 36 on the application server 66 performance requirements for CCMA server 46 platforms supported 31 port numbers 41 ports for communication 41 106
V virus scan software and Contact Center Manager Administration 98
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September 2007
Index
W Windows 2000 Professional 55 Windows 2003 Enterprise 55 Windows 2003 Server Enterprise 38 Windows 2003 Standard 38, 55 Windows Server 2003 and clients 56 installing 66 Windows Server 2003 installation and DNS server addresses 70 components 69 IP addressing 70 Windows XP Professional 55 WINS IP address for 71
Technical Requirements and Operating System Configuration Guide
107
Index
108
Standard 6.02
Contact Center Manager Administration
Reader Response Form Contact Center Manager Administration Product release 6.0 Technical Requirements and Operating Configuration Guide
System
Tell us about yourself: Name: Company: Address: Occupation:
1.
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2.
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3.
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If you answered No to this question, please answer the following questions.
4.
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5.
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6.
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m r m o r F o F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager 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:
297-2183-213 6.0 Standard 6.02 September 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide Product release 6.0
Standard 6.02
September 2007
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
Publication number: Product release: Document release: Date:
297-2183-213 6.0 Standard 6.02 September 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 Nortel Enterprise Solution 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, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000), Supernode, and Symposium are trademarks of Nortel. 3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. APACHE is a trademark of Apache Micro Peripherals, Inc. InterSystems Caché is a trademark of InterSystems Corporation.
CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. NOVELL is a trademark of Novell, Inc. WINZIP is a trademark of Nico Mak Computing, Inc. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. VISIBROKER is a trademark of Visigenic Software, Inc. UNIX is a trademark of X/Open Company Limited.
September 2007
Contents
Contents 1
Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 12 Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2
Server requirements Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . Server performance requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
Client PC requirements Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Client backward compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multiple applications and the Contact Center Manager Client. . . . . . . . . . . .
4
30 31 36 37 41 45 46
51 52 55 58 59
Installing and configuring the server operating system 61 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install and configure Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Apply security patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install Internet Information Services with SMTP and ASP.NET. . . . . . . . . .
5
29
Other configuration tasks
62 64 76 79 80
83
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Technical Requirements and Operating System Configuration Guide
v
Contents
Standard 6.02
Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 85 Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
6
Optional system components
97
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Install antivirus software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Install other utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Index
vi
105
Contact Center Manager Administration
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
About Contact Center Manager Administration
12
Network components
17
Related documents
22
Skills you need
25
How to get help
26
Technical Requirements and Operating System Configuration Guide
7
Getting started
Standard 6.02
New in this release The following sections detail what is new in the Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide (297-2183-213) for release 6.02.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information This is a new guide that describes what must be done to a new server before the Contact Center Manager Administration server software is installed. It contains the following sections from the Contact Center Manager Administration Installation and Maintenance Guide:
“About Contact Center Manager Administration” on page 12
“Server hardware requirements” on page 31
“Disk partitioning requirements” on page 36
“Port usage” on page 41
“Install and configure Windows Server 2003” on page 64
“Configure Data Execution Prevention” on page 76
Other changes See the following sections for information about changes that are not featurerelated.
8
“Data Execution Prevention” on page 9
“Modem requirements” on page 9
Contact Center Manager Administration
September 2007
Getting started
Data Execution Prevention The section “Configure Data Execution Prevention” on page 76 contains updates. Modem requirements The section “Application server hardware requirements” on page 32 contains updates to modem requirements.
Technical Requirements and Operating System Configuration Guide
9
Getting started
Standard 6.02
Overview This guide describes the prerequisites for installing Contact Center Manager Administration 6.0 and provides information and procedures to help you complete the following tasks:
understanding the hardware requirements for a Contact Center Manager Administration Release 6.0 server platform installing and configuring the Windows Server 2003 Enterprise or Standard Edition operating system
Before you read this guide, Nortel recommends that you read the Contact Center Planning and Engineering Guide and the Contact Center Installer’s Roadmap.
Who should read this guide This guide is intended for:
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
Access rights This guide assumes that you have administrator access rights to perform the procedures in this guide. You must log on to the server with Administrator privileges to install the server software and run the server utilities. Multiple 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
10
Contact Center Manager Administration
September 2007
Getting started
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 will fail.
Timing The following installation times provide guidance on the time required for software installation.
Preinstallation (including operating system installation/configuration): 2 hours
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
Technical Requirements and Operating System Configuration Guide
11
Getting started
Standard 6.02
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:
12
users (agents, supervisors, or supervisor/agents) on a server in Contact Center Manager Server
agent to supervisor assignments
agent to skillset assignments
Contact Center Manager Administration
September 2007
Getting started
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 CS 1000 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 CS1000 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’s contact center, you can upload your Contact Center Manager Configuration Tool spreadsheets by using the Configuration component of the customer’s 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:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
Technical Requirements and Operating System Configuration Guide
13
Getting started
Standard 6.02
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 pre-configured 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:
14
Standard reports Agent properties, CDN properties, and so on Summarized historical reports for a specific interval of time Detailed reports for specific events that have occurred in the contact center and more 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 Contact Center Manager Administration
September 2007
Getting started
Access and Partition Management configuration reports for the Contact Center Manager Administration server Access classes, report groups, users, user defined partition reports
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 with Report Creation Wizard, you can work with the reports in the Historical Reporting component, and use the same access permissions, partitions, and filters that you use with any other report. You can also use the Historical Reporting interface to schedule reports that you create with 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’s 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. For example, you can configure Agent Desktop Display to inform agents of the number of calls in queue and the average call wait time. 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. Technical Requirements and Operating System Configuration Guide
15
Getting started
Standard 6.02
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.
16
Contact Center Manager Administration
September 2007
Getting started
Network components This section describes the data network components of Contact Center Manager Administration. For more information about the network components of the entire Contact Center 6.0 product suite, consult the Contact Center Planning and Engineering Guide. The data network components of Contact Center Manager Administration are: Nortel server subnet A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN. Contact Center Manager Server The Contact Center Manager Server controls the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. For information about installing and configuring the Contact Center Manager Server, see the Contact Center Manager Server Installation and Maintenance Guide. Contact Center Manager Administration server The Contact Center Manager Administration server is the middle layer that communicates with the Contact Center Manager Server and makes information available to the client machines. This guide provides you with the preinstallation requirements for Contact Center Manager Administration. After reading this guide, for information about installing and configuring the server software for Contact Center Manager Administration, see the Contact Center Manager Administration Installation and Maintenance Guide. Contact Center Manager Clients Contact Center Manager clients employ a Web-based browser to connect with the Contact Center Manager Administration server. The clients administer the server and monitor contact center performance. For information about installing and configuring the clients, see the Contact Center Manager Administration Installation and Maintenance Guide.
Technical Requirements and Operating System Configuration Guide
17
Getting started
Standard 6.02
In Contact Center Manager Administration, the client, the Contact Center Manager Administration server, and the Contact Center Manager Server can all be co-resident on the same server. For more information about co-residency, see the Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server.
Network architecture Depending on your requirements, you have four basic configuration options for your Contact Center Manager Administration server and Contact Center Manager Server components.
Customer LAN
Option 1. Single node (with no Contact Center Manager Administration redundancy) In the single node configuration with no Contact Center Manager Administration redundancy, you have one Contact Center Manager Administration server associated with each Contact Center Manager Server.
Call Server
Signaling Server
CCMS CCMA Client PC
VGMC
VGMC
VGMC
ELAN Subnet Media Gateway
HDX Application Server
Routing Firewall Switch (Optional)
Client PC
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on) VPN Router 1100 Modem
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Contact Center Manager Administration
September 2007
Getting started
Customer LAN
Option 2: Single node (with Contact Center Manager Administration server redundancy) In a single node configuration with Contact Center Manager Administration redundancy, more than one Contact Center Manager Administration server is associated with each Contact Center Manager Server. This configuration is recommended for load balancing and replication.
Call Server
Signaling Server
CCMS CCMA CCMA
VGMC
VGMC
VGMC
ELAN Subnet Media Gateway
HDX Application Server
Client PC
Routing Firewall Switch (Optional)
Client PC
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on) VPN Router 1100 Modem
Technical Requirements and Operating System Configuration Guide
19
Getting started
Standard 6.02
Option 3. Multinode (with no Contact Center Manager Administration redundancy) You can configure your Contact Center Manager Administration server to manage multiple Contact Center Manager Servers simultaneously. This capability provides you with a unified view of multiple sites or locations, enabling you to manage multiple contact centers with a single management tool—Contact Center Manager Administration. Multiple Contact Center Manager Administration servers can share the same user data (or user preferences) by using replication. For information about replication and the limitations on data sharing, see the Contact Center Manager Administration Installation and Maintenance Guide.
Call Server
VGMC
VGMC
VGMC
Media Gateway
Signaling Server
ELAN Subnet CCMS
Nortel Server Subnet VPN Router 1100
Call Server
VGMC
CCMS VGMC
VGMC
ELAN Subnet Media Gatew ay
Customer LAN
Modem
CCMA
Signal ing Serve r
HDX Application Server
DHCP External Server Web Server
POP3/SMTP DNSMail Server
Firewall (Optional)
Enterprise LAN / WAN
Nortel Server Subnet DMZ (Optional)
VPN Router 1100
TACACS or RADIUS
Modem
PST N Modem
Internet
Firewall
Remote-Support Remote-Agent
Call Server
ELAN Subnet
VGMC
CCMS VGMC
VGMC
Media Gateway
Signaling Server Nortel Server Subnet VPN Router 1100 Modem
20
Contact Center Manager Administration
September 2007
Getting started
Option 4: Multinode (with Contact Center Manager Administration redundancy) If you have multiple Contact Center Manager Servers in your network, you can implement an additional Contact Center Manager Administration server for better response times. Multiple Contact Center Manager Administration servers can share the same user data (or user preferences) by using replication. For information about replication and the limitations on data sharing, see the Contact Center Manager Administration Installation and Maintenance Guide.
VGMC
VGMC
VGMC
Media Gateway
ELAN Call Server Subnet Signaling CallPilot Server
CCMS
CCMA
CCT
Nortel Server Subnet VPN Router 1100
Call Server
ELAN Subnet CallPilot
VGMC
VGMC
VGMC
Media Gateway Signaling Server
OTM
CCMS
CCMA CCMM NCC CCT
Customer LAN
Modem HDX Application Server
DHCP External Server Web Server
Firewall (Optional)
DNS
POP3/SMTP Mail Server
Enterprise LAN / WAN
Nortel Server Subnet Media Servers Gateways
DMZ (Optional)
VPN Router 1100
TACACS or RADIUS
Modem
PST N Modem
Internet
Firewall
Remote-Support Remote-Agent
Call Server
VGMC
VGMC
VGMC
Media Gateway
ELAN Subnet CallPilot
CCMS
CCMA
CCT
Signaling Server Nortel Server Subnet VPN Router 1100 Modem
Technical Requirements and Operating System Configuration Guide
21
Getting started
Standard 6.02
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
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
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 297-2183-226 (see the PIC section of the Nortel Web site at www.nortel.com/pic)
Switch configuration
Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
297-2183-931
Contact Center Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
22
297-2183-935
297-2183-212
Contact Center Manager Administration
September 2007
Getting started
For information about Refer to
NTP number
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
Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Technical Requirements and Operating System Configuration Guide
23
Getting started
Standard 6.02
For information about Refer to
NTP number
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
297-2183-930
Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Contact Center Manager Database Integration User Guide
297-2183-940
Networked contact center
Contact Center Manager Network 297-2183-932 Control Center Administrator’s Guide
Administering contact centers
Contact Center Manager Administrator’s Guide
Supervising contact centers
Contact Center Manager Supervisor’s 297-2183-928 Guide
Handling contacts
24
Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-927
Contact Center Historical Reporting and Data Dictionary
297-2183-914
Contact Center Agent Desktop User Guide
297-2183-945
Contact Center Manager Administration
September 2007
Getting started
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
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
Technical Requirements and Operating System Configuration Guide
25
Getting started
Standard 6.02
How to get help This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
26
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases
Contact Center Manager Administration
September 2007
Getting started
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: 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.
Technical Requirements and Operating System Configuration Guide
27
Getting started
28
Standard 6.02
Contact Center Manager Administration
Chapter 2
Server requirements In this chapter Overview
30
Server hardware requirements
31
Disk partitioning requirements
36
Server software requirements
37
Port usage
41
Domains and Windows Server 2003 security policies
45
Server performance requirements
46
Technical Requirements and Operating System Configuration Guide
29
Server requirements
Standard 6.02
Overview This chapter provides a summary of the hardware and software requirements for the Contact Center Manager Administration server.
30
Contact Center Manager Administration
September 2007
Server requirements
Server hardware requirements Contact Center Manager Administration 6.0 is a software-only product. Contact Center Manager Administration 6.0 does not include the server and other required hardware. Contact Center Manager Administration can reside on any server on which Windows Server 2003 Enterprise or Standard Edition with the latest supported service pack is installed. To access Contact Center Manager Administration on the server, the client PC must have Microsoft Internet Explorer 6.0 with the latest supported service pack installed. For information about the service packs that are validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. All system requirements apply to Contact Center Manager Administration and the Contact Center Manager Configuration Tool. Materials Check that you have the following materials before completing the procedures in this guide:
Microsoft Windows Server 2003 Enterprise or Standard Edition CD-ROM the latest service pack for Windows Server 2003 that are validated with Contact Center Manager Administration. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com.
Hardware platforms Contact Center Manager Administration Release 6.0 supports hardware that meets the minimum requirements as described in “Application server hardware requirements”, regardless of the manufacturer. The server must also meet the requirements of the Microsoft Hardware Compatibility List for the applicable Windows Server 2003 operating system. For more information, see the Microsoft Web site at www.microsoft.com.
Technical Requirements and Operating System Configuration Guide
31
Server requirements
Standard 6.02
Backup and disaster recovery To maximize Contact Center Manager Administration uptime, ensure that your hardware platform supports your disaster recovery program. Regular system backups are critical to a disaster recovery program. For more information about system backups, see the Contact Center Manager Administration Installation and Maintenance Guide.
Application server hardware requirements For Contact Center Manager Administration to run properly, the customersupplied server must meet the minimum requirements listed in this section. Specific hardware requirements depend on your contact center size. The table on page 32 lists both the minimum and recommended requirements. Although Nortel recommends that you follow the recommended guidelines, the specific requirements for a contact center vary, based on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) Web site. You can also consult the Contact Center Planning and Engineering Guide for expected performance measurements and a more complete and detailed list of requirements. This document is also available from the PIC section of the Nortel Web site at www.nortel.com/pic.
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September 2007
Hardware item See Note 1.
CPU
Server requirements
Supported minimum
Recommended minimum
Intel-based CPU (Xeon or Pentium IV), 2 GHz
2.8 GHz Single Xeon or Pentium IV. Note that Contact Center 6.0 CapTool must be used to determine appropriate CPU required.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP. Dual- and quad-CPU machines are supported with or without Hyperthreading enabled. Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
1 GB
2 GB
Microsoft recommendation for swap file size 1.5 x RAM up to a limit of 4 GB
Hard disk space
20 GB of physical disk space
40 GB of physical disk space (80 GB of physical disk space with RAID-1)
Disk space is required for historical reports saved to disk. See Note 2.
Hard disk partitioning
No specific partitioning requirements
No specific partitioning requirements
Hard disk type SCSI, SATA or IDE SCSI or SATA
Hard disk speed
7200 RPM
At this time, a SAN (Storage Area Network) configuration is not supported.
> 7200 RPM
Technical Requirements and Operating System Configuration Guide
33
Server requirements
Standard 6.02
Hardware item See Note 1.
Supported minimum
Recommended minimum
Floppy drive
Not required
Not required
DVD ROM
one DVD ROM drive one DVD ROM drive
Network interface
one network interface card
one network interface card
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
Video card
one video card and monitor
one video card and monitor
1024 x 768 minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem for remote technical support
33.6 KB/s minimum 33.6 KB/s minimum A modem is required only if you use a modem as your method of access to remote technical support
Virtual Private Network (VPN) for remote technical support
VPN connection using a Nortel VPN router is recommended
VPN connection using a Nortel VPN router is recommended
Backup/ Restore
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
Backup system for Active Directory and Microsoft Access database backups can be to network shared drive.
34
Additional information
If a floppy disk drive is installed, it must be A.
VPN is required only if you use VPN as your method of access to remote technical support
Contact Center Manager Administration
September 2007
Server requirements
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: The hard disk space requirement of 20 GB minimum can be explained as follows. These are approximate figures and vary from contact center to contact center:
Windows 2003 Server operating system (with a virtual memory of 512 MB x 1.5), including operating system patches, the page file, and so on: minimum 4 GB. Third-party software, such as antivirus software and pcAnywhere, plus the Contact Center Manager Administration application software: minimum 2 GB. Historical report storage (based on a contact center with 45 supervisors, each with 300 MB of storage): minimum 14 GB. (If less storage is required, you can reduce the minimum disk space below 20 GB.)
Technical Requirements and Operating System Configuration Guide
35
Server requirements
Standard 6.02
Disk partitioning requirements Because there are no specific guidelines or restrictions regarding the number or size of the Contact Center Manager Administration server disk 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 disk 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 disk partition. Nortel recommends that you install the operating system and Contact Center Manager Administration on an NT File System (NTFS) partition because File Allocation Table (FAT) partitions do not support security. Please note the following guide lines for disk partitioning based on disk size requirements.
36
The minimum hard disk space requirement of 20 GB can be divided as follows (These are approximate figures and vary from contact center to contact center): Windows 2003 Server operating system (with a virtual memory of 512 MB * 1.5), including operating system patches, the page file, and so on: Minimum 4 GB. Third-party software, such as antivirus software and pcAnywhere, plus the Contact Center Manager Administration application software: Minimum 2 GB. Historical report storage (based on a contact center with 45 supervisors, each with 300 MB of storage): Minimum 14 GB. (If less storage is required, then you can reduce the 20 GB minimum accordingly.) Total: Minimum: 20 GB.
Contact Center Manager Administration
September 2007
Server requirements
Server software requirements This section describes the software requirements for the Contact Center Manager Administration server.
Server operating system The Contact Center Manager Administration server 6.0 requires the Microsoft Windows Server 2003 Enterprise Edition or the Windows Server 2003 Standard Edition operating system with the latest supported service pack. ATTENTION
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. For information about installing Windows Server 2003 Release 2 without the optional features, or about removing the optional features from the operating system, see “To install Windows Server 2003” on page 65.
Technical Requirements and Operating System Configuration Guide
37
Server requirements
Operating system
Windows 2003 Standard Edition, 32-bit See Note 2.
Windows 2003 Enterprise Edition, 32-bit See Note 2.
Standard 6.02
International versions supported See Note 1.
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
Note 1: The Contact Center Manager Administration language packs are not available for French, German, Japanese, and Traditional Chinese. Note 2: 64-bit version is not supported. 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. Installing the operating system on a clean server eliminates the possibility of carrying over incorrect settings from the previous Windows installation. For the purpose of this guide, all references to Windows Server 2003 apply to Windows Server 2003 Standard Edition and Windows Server 2003 Enterprise Edition, unless it is explicitly stated otherwise. For information about installing Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, see Chapter 4, “Installing and configuring the server operating system”. 38
Contact Center Manager Administration
September 2007
Server requirements
Service packs and security patches This section describes recommendations for installing service packs and security patches. Service packs Nortel tests all new operating system service packs for compatibility with its Contact Center 6.0 product suite. Nortel recommends that customers wait until Nortel completes compatibility testing before applying new service packs. For a complete list of service packs that are validated with Contact Center Manager Administration, see the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. Security patches Because of the number of security patches issued for operating systems, Nortel recommends that you create a systematic and accountable process for identifying and applying security patches. For best practices guidelines, refer to the National Institute of Standards and Technology (NIST) Special Bulletin 80040, Procedures for Handling Security Patches. Nortel incorporates the latest operating system security recommendations and patches into an integrated solutions testing strategy during each test cycle. For a complete list of security patches that were tested for compatibility, go to the Partner Information Center section of the Nortel Web site at www.nortel.com/ pic.
Technical Requirements and Operating System Configuration Guide
39
Server requirements
Standard 6.02
However, because of the urgent nature of security patches, Nortel recommends that customers follow the Microsoft security recommendations as soon as they are issued by Microsoft, including following any Microsoft installation and security patch rollback processes. ATTENTION
Always perform a full system backup before installing a new service pack or security patch to allow for system rollback, if required. If Contact Center Manager Administration does not function correctly after applying the service pack or security patch, you must remove the service pack or security patch. Next, you must revert to the most recent full system backup before the service pack or security patch was applied.
Windows Server 2003 licensing As of the date of publication, client PCs require a Windows Client Access License (CAL) to access the Windows Server 2003. Nortel does not provide these CALs. Consult Microsoft for the latest information. Nortel does not accept any liability for end-user compliance with Microsoft licensing agreements.
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September 2007
Server requirements
Port usage The following table lists the TCP/UDP ports that Contact Center Manager Administration uses with the Contact Center Manager Server. You can use this information for items such as firewall implementation, or identifying potential port conflicts within the client PC or the Contact Center Manager Administration server. To minimize the potential points of failure in a nodal contact center setting, ensure that the Contact Center Manager Server and the Contact Center Manager Administration server are on the same subnet. Port number
Functionality
Port location
TCP Port 80
for Internet Explorer communication
Contact Center Manager Administration server
TCP Port 443 (HTTPS)
for secure HTTP communication (only applicable if SSL is enabled for secure Internet Information Services (IIS) communication)
Contact Center Manager Administration server
TCP Ports 389 for proper ADAM functionality. Port 389 Contact Center Manager Administration server and 636 is for LDAP, and port 636 is for SSL. While you install Contact Center Manager Administration on a server that runs Windows Server 2003, these ports usually appear by default in the Port Configuration for ADAM installation window. If the values 50000 and 50001 appear instead, it means that port numbers 389 and 636 are already taken. In this case, you can either accept the new values, or choose other ports for security reasons.
Technical Requirements and Operating System Configuration Guide
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Server requirements
Port number
Standard 6.02
Functionality
Port location
TCP Port 3389 for remote desktop connection
TCP Port 25 (SMTP)
Contact Center Manager Administration server. Remote Desktop Connection for support purposes. (Only required if your are using Remote Desktop Connection for the remote connection tool.)
for the Historical Reporting component Contact Center Manager to send e-mail notifications when reports Administration server are printed and saved
TCP Port 8200 for the Emergency Help component
client PC
UDP ports 6020, 6030, 6040, 6050, 6060, 6070, 6080, 6090, 6100, 6110, 6120, 6130
for the Contact Center Manager Administration server to receive IP multicasting data from Contact Center Manager Server (needed for Real-Time Reporting and Agent Desktop Display)
Contact Center Manager Administration server
UDP ports 7020, 7030, 7040, 7050, 7060, 7070, 7080, 7090, 7100, 7110, 7120, 7130
for the Contact Center Manager Administration server to send IP multicasting data to client PCs (needed for Real-Time Reporting and Agent Desktop Display)
client PC
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Server requirements
Port number
Functionality
Port location
UDP ports 7025. 7035, 7045, 7055, 7065, 7075, 7085, 7095, 7105, 7115, 7125, 7135
for the Contact Center Manager client PC Administration server to send IP unicast data to client PCs. This is an optional method of sending the data required for Real-Time Reporting. If you do not use the multicast method, then you must configure the unicast option. You can also use a combination of the two methods.
TCP Port 10 000
used by the Nameservice process located on the Contact Center Manager Administration server (nbnmsrvc.exe), it permits communication between the Contact Center Manager Administration server and the server in Contact Center Manager Server.
Contact Center Manager Administration server
Default UDP port 3998
License Manager destination port
License Manager
Default UDP ports 3999 4007
License Manager client source port
License Manager
The default port for the thirdparty software, Veritas Backup Exec, is port 10 000. This conflicts with the default port used by the Contact Center Manager Administration Toolkit NameService. To avoid issues with Contact Center Manager Administration functionality when using Veritas Backup Exec, you must change the default port of Veritas Backup Exec to another port number that is not being used by the network.
Technical Requirements and Operating System Configuration Guide
43
Server requirements
Standard 6.02
Based on your network configuration and the amount of access to the Contact Center Manager Administration server that is required (for example, for print servers and file sharing), you may also need to configure domain trust relationships and firewalls. For more information about this additional configuration, consult the Microsoft guidelines on Windows Server 2003 networking.
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Server requirements
Domains and Windows Server 2003 security policies It is no longer necessary to install the Contact Center Manager Administration software server as a primary domain controller. This change occurred with the release of Symposium Web Client 4.5 SU03 for Windows 2003. It is optional whether the Contact Center Manager Administration software server is a member of a domain. If you add the server to an existing customer network domain, you can do this before or after you install Contact Center Manager Administration. 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 can affect the Contact Center Manager Administration 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 apply only 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, 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 Administration 6.0 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 (accessible from www.nortel.com/pic). Technical Requirements and Operating System Configuration Guide
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Server requirements
Standard 6.02
Server performance requirements For information about performance requirements, see the Contact Center Planning and Engineering Guide.
Multicast LAN/WAN impact The multicast LAN/WAN impact from the Contact Center Manager Administration server can be divided into two parts:
nodal real-time display multicast data
network-consolidated real-time display (NCRTD) data
Contact Center Manager Server sends nodal real-time display multicast data to the Contact Center Manager Administration server. The impact of this data is described in the Contact Center Planning and Engineering Guide. The Contact Center Manager Administration server consolidates the multicast traffic from one or more Contact Center Manager Servers into a single, network consolidated, multicast stream. This stream is sent from the Contact Center Manager Administration server to the Contact Center Manager Client PCs anywhere in the network. The unicast communication channel can connect the client to the Contact Center Management Application server to facilitate the running of the network consolidated displays in circumstances where multicast is not available. Agent Desktop Display (used by agents for real-time skillset monitoring) and Emergency Help notifications (used by supervisors to be alerted whenever agents press the Emergency key on their phoneset) are not available on client PCs that receive only unicast data. Both of these features require multicast data transmission.
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Server requirements
The Contact Center Manager Administration server processes only multicast data for Contact Center Manager Servers that you add through the Configuration component of Contact Center Manager Administration. If there are other Contact Center Manager Servers in your network that you did not add through the Configuration interface, then the multicast data from these servers is not processed in Contact Center Manager Administration and is not included in realtime reports.
Call Server
ELAN Subnet CCMS
Signaling Server Raw data
Nortel Server Subnet
Signaling Server
Consolidated data
ELAN Subnet CCMS
Customer LAN
Consolidated data Call Server
Client PC
CCMA Consolidated data Raw data
Enterprise LAN / WAN
Nortel Server Subnet
Internet
Firewall Client PC
Consolidated data
Call Server
ELAN Subnet CCMS
Signaling Server Nortel Server Subnet Raw data
In the above diagram, there is one Contact Center Manager Administration server in the primary node. All the Contact Center Manager Servers send raw real-time data to the Contact Center Manager Administration server. The Contact Center Manager Administration server, in turn, sends compressed consolidated data out to all of the client PCs.
Technical Requirements and Operating System Configuration Guide
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Server requirements
Standard 6.02
Use the Capacity Assessment Tool to estimate the total LAN/WAN impact of multicast NCRTD traffic. For more information about the Capacity Assessment Tool and the LAN/WAN impact, see the Contact Center Planning and Engineering Guide. You can also use the Contact Center Manager Administration CPU utilization analysis spreadsheet to estimate the CPU impact on the Contact Center Manager Administration server and to estimate the CPU impact from the real-time displays on the client PC. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) Web site at www.nortel.com, within the Contact Center Manager Administration section (you require level 4 access to download this file).
Unicast LAN/WAN impact In addition to the multicast data that the Contact Center Manager Administration server sends to the client PCs, it sends unicast real-time data over the Nortel server subnet to the client PCs that cannot receive multicast data. This traffic can also be sent over the WAN in response to remote client requests. The presence of these unicast clients in a Contact Center Manager Administration configuration causes additional network traffic. Unicast clients use dedicated point-to-point connections, so each client receives its own data stream. Whereas the Contact Center Manager Administration server sends only one multicast stream to each site that requests multicast real-time data, the Contact Center Manager Administration server sends multiple streams of unicast realtime data according to the following rules. For a particular client PC, the server sends only one stream to support at least one display of the same data type. There are 12 data streams which include 6 streams for each type of data that is viewed in either of the two data collection modes (interval to date or moving window), as follows:
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6 streams of interval to date data (agent, skillset, application, nodal, IVR, and route) 6 streams of moving window data (agent, skillset, application, nodal, IVR, and route) Contact Center Manager Administration
September 2007
Server requirements
For example, if the same client opens two Agent/moving window displays, the server sends only one Agent/moving window data stream. The size of each data stream is identical to the corresponding multicast stream. The following diagram shows the single, shared multicast stream, which can provide data to any number of clients, and the unicast streams dedicated to each of the unicast clients. To help you estimate the network traffic impact on both the Nortel server subnet and WAN when deploying the Contact Center Manager Administration server, you can use the Contact Center Manager Administration multicast and unicast traffic analysis spreadsheet. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) of the Nortel Web site at www.nortel.com, within the Contact Center Manager Administration section (you require level 4 access to download this file).
Technical Requirements and Operating System Configuration Guide
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50 Signaling Server
Call Server
Realtime Statistics [Multicast]
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
CCMS
ELAN Subnet
CCMA
Unicast
Modem
VPN Router 1100
Multicast
Multicast
Unicast
Customer LAN Modem
PSTN
Internet
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
Client PCs
Client PCs
Firewall
Enterprise LAN / WAN
Server requirements Standard 6.02
Contact Center Manager Administration
Chapter 3
Client PC requirements In this chapter Client hardware requirements
52
Client software requirements
55
Client backward compatibility
58
Multiple applications and the Contact Center Manager Client
59
Technical Requirements and Operating System Configuration Guide
51
Client PC requirements
Standard 6.02
Client hardware requirements The following requirements are applicable to the Supervisor Client machine, but can also be applied to computers that run Agent Desktop Display. You can also consult the Contact Center Planning and Engineering Guide for expected performance measurements and a more complete and detailed list of requirements. Hardware item
Supported minimum
Recommended minimum
CPU
Intel-based CPU Intel-based CPU Pentium II 300 Mhz Pentium III 733 Mhz
Additional information
Operating System requirements
Windows XP and Windows 2000 professional, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
Windows XP and Windows 2000 professional, or co-resident with the Contact Center Manager Administration server on Windows 2003 server.
RAM
128 MB
256 MB
52
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP. Dual- and quad-CPU machines are supported with or without Hyperthreading enabled. Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
Contact Center Manager Administration
September 2007
Client PC requirements
Hardware item
Supported minimum
Recommended minimum
Hard disk space
4 GB
40 GB
Hard disk partitioning
No specific partitioning requirements
No specific partitioning requirements
Additional information
40 GB is recommended only when the user wants to store large reports locally.
Hard disk type IDE/SCSI Bus for hard drives
IDE/SCSI Bus for hard drives
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
Not required
Not required
DVD ROM
one DVD ROM drive
one DVD ROM drive
Network interface
one network interface card
one network interface card
Nortel recommends that you use a network interface card that is 100 Mb/s Ethernet.
Video card
one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Serial ports
one serial port (if connection of the M1 Data Extraction Tool to the M1 switch using a serial port is required)
one serial port (if connection of the M1 Data Extraction Tool to the M1 switch using a serial port is required)
Technical Requirements and Operating System Configuration Guide
If a floppy drive is installed, it must be letter A.
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Client PC requirements
Standard 6.02
You require 20 MB of available hard disk space for the Agent Desktop Display component If you connect to the Meridian 1 PBX switch, you can use either the client PC or the Contact Center Manager Administration server as long as the system you use has a serial port. The Meridian 1 PBX Data Extraction Tool is intended for use with the Meridian 1 PBX switch only; it cannot support the Meridian 1 Internet Enabled switch. The Pentium II 300 MHz configuration is adequate for normal operation in small contact centers (fewer than 50 agents). For more intensive activity and larger contact centers, a faster processor and additional RAM, or both, improves performance. For larger contact centers and higher levels of activity, the minimum platform should be increased accordingly.
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Client PC requirements
Client software requirements The following table lists the operating system requirements for Contact Center Manager Administration client. Operating system
Windows 2000 Professional
Windows XP Professional
Windows 2003 Standard Edition
Windows 2003 Enterprise Edition
International versions supported (See Note 1)
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
English
French
German
Japanese
Traditional Chinese
Minimum service pack
SP4
SP2
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
Note 1: Client operating system must be of the same language family as the Contact Center Manager Administration server. Technical Requirements and Operating System Configuration Guide
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Client PC requirements
Standard 6.02
Client operating system installation and configuration The following components are required on the Contact Center Manager Administration client machine:
Microsoft Internet Explorer 6.0 or greater with the latest supported service pack. 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 located at www.nortel.com. Microsoft Excel 2000 Service Release 1a or greater (for Configuration component only) (Required only if you install a release earlier than SU04) Microsoft SOAP Toolkit 3.0 (included on the installation CD)
If you use the client PC to connect to a Contact Center Manager Administration server that runs Windows Server 2003 and has release earlier than SU04 installed, the client PC must have Microsoft SOAP toolkit 3.0 installed. Also, if you use the client to view Agent Desktop Display (ADD) through this Contact Center Manager Administration server, the client must be upgraded to at least Release 4.5 of the ADD software. Supervisors who connect to Contact Center Manager Administration on a client PC that runs Windows Server 2003 or Windows XP must have an ID that is part of the Power Users group on the client PC to receive the required ActiveX downloads. For information about adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system.
Service packs and security patches This section describes recommendations for service packs and security patches.
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Service packs Nortel tests new service packs for operating systems for compatibility with its Contact Center 6.0 product suite. Nortel recommends that customers wait until Nortel completes compatibility testing before applying new service packs. For a complete list of service packs that were tested for compatibility, see the Partner Information Center section of the Nortel Web site at www.nortel.com/pic. ATTENTION
Always perform a full system backup before applying a new service pack. This will allow you to rollback the system to a previous state, if required.
Security Patches Because of the number of security patches issued for operating systems, Nortel recommends that you create a systematic and accountable process for identifying and applying security patches. For best practices guidelines, refer to the National Institute of Standards and Technology (NIST) Special Bulletin 80040, Procedures for Handling Security Patches. Nortel incorporates the latest recommendations for patches and operating system security into an integrated solutions testing strategy during each test cycle. For a complete list of security patches that were tested for compatibility, see the Partner Information Center section of the Nortel Web site at www.nortel.com/pic. However, because of the urgent nature of security patches when operating system vulnerabilities are discovered, Nortel recommends that customers follow the Microsoft security recommendations as soon as they are issued by Microsoft, including following any Microsoft installation and security patch rollback processes. ATTENTION
To rollback the system to a previous state, if required, always perform a full system backup before you install a new security patch. If Contact Center Manager Administration does not function correctly after you apply the security patch, you must remove the security patch and revert to the most recent full-system backup before you applied the security patch.
Technical Requirements and Operating System Configuration Guide
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Client PC requirements
Standard 6.02
Client backward compatibility When you use the client PC to connect to a server that runs Contact Center Manager Administration, the system automatically downloads the required third-party controls onto the client PC. After you upgrade the client PC to Agent Desktop Display 6.0, you cannot use the client PC to connect to an application server that is running Symposium Web Client 4.5; you can only a the client PC with Agent Desktop Display 6.0 to connect to a server that is running Contact Center Manager Administration 6.0. If Agent Desktop Display 4.5 is installed on the client PC, you can use Agent Desktop Display 4.5 to connect to servers that run either Symposium Web Client 4.5 or Contact Center Manager Administration 6.0. If you use Agent Desktop Display 4.5 to connect to both Symposium Web Client 4.5 and Contact Center Manager Administration 6.0 servers, do not upgrade the Agent Desktop Display to Release 6.0 when you receive a prompt to do so. Upgrading the Agent Desktop Display to Release 6.0 causes incompatibility between the Agent Desktop Display and Symposium Web Client 4.5.
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Client PC requirements
Multiple applications and the Contact Center Manager Client In Contact Center Manager Administration, the Contact Center Manager Client PC has the following components:
Internet Explorer 6.0 with the latest supported service pack. (Required only if you install a version earlier than SU04) SOAP 3.0 merge module (a Microsoft standard component)
Agent Desktop Display client application
Contact Center Manager Configuration Tool spreadsheets
Meridian 1 PBX Data Extraction Tool
These components can co-reside with the following Nortel products:
Contact Center Manager Server 6.0 or Server Utility You must have either Contact Center Manager Server 6.0 Client or Server Utility on at least one client PC in the contact center. However, you cannot have both applications on the client PC.
Call Pilot Web Administration Client 2.0
Optivity Telephone Manager (OTM) 2.0
i2050 Software Phone
Symposium Web Center Portal Agent Client 4.0
Symposium Web Center Portal Administration/Supervisor Client 4.0
In addition, these components can co-reside with the following Microsoft products:
Microsoft Office 2000, Office 2003, and XP (You need Microsoft Excel to use the Contact Center Manager Configuration Tool.)
Technical Requirements and Operating System Configuration Guide
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Client PC requirements
60
Standard 6.02
Contact Center Manager Administration
Chapter 4
Installing and configuring the server operating system In this chapter Overview
62
Install and configure Windows Server 2003
64
Configure Data Execution Prevention
76
Install Internet Information Services with SMTP and ASP.NET
80
Technical Requirements and Operating System Configuration Guide
61
Installing and configuring the server operating system
Standard 6.02
Overview You must install Contact Center Manager Administration on a server that runs Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard Edition. ATTENTION
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. For details about installing Windows Server 2003 Release 2 without the optional features, or about removing the optional features from the operating system, see “To install Windows Server 2003” on page 65.
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. Installing the operating system on a clean server eliminates the possibility of carrying over incorrect settings from the previous Windows installation. 62
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Installing and configuring the server operating system
This chapter includes:
a preinstallation checklist of information that is required during the installation the process to install, configure, and verify the parameters for the Windows Server 2003 installation
Technical Requirements and Operating System Configuration Guide
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Installing and configuring the server operating system
Standard 6.02
Install and configure Windows Server 2003 To install and configure Windows Server 2003 Enterprise or Standard Edition for Contact Center Manager Administration, see “To install Windows Server 2003” on page 65 for a checklist to use. 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 66. 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 and SOAP 3.0. 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. 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.
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. 64
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Domain group policies and the Contact Center Manager Administration server It is no longer necessary to install the Contact Center Manager Administration software server as a primary domain controller. This change occurred with the release of Symposium Web Client 4.5 SU03 for Windows 2003. For more information about domain group polices, see “Domains and Windows Server 2003 security policies” on page 45.
To install Windows Server 2003 This information is not a comprehensive walk-through of the operating system’s installation process. For detailed information about Windows Server 2003 and how to install it, see the documentation that accompanies the Windows Server 2003 Enterprise Edition or Standard Edition installation CD. If you install Windows Server 2003 Release 2, do not install or configure the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CD:
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
For details about installing Windows Server 2003 Release 2 without the optional features, see “Windows Server 2003 installation checklist” on page 66. For details about removing the new optional features from a Windows Server 2003 Release 2 server, see “Add or Remove Programs” on page 72.
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Standard 6.02
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, then you must ensure that the image is taken from an installation for which all instructions in the following checklist were followed. Installations from a disk-cloned 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 will contain 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.
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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 device settings (mouse, keyboard, monitor, and so on), click Details.
Personalize Your Software window
❑
Type your name and the name of your organization. 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 6-15 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 only permitted in the computer name of standalone systems. If you are installing 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 stand-alone 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 installed 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. Date and Time Settings window
❑
Adjust as required.
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Windows Server 2003 installation checklist
✓
Installing Components window
❑
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you have selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created. If you install Windows Server 2003 Release 2, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you are prompted to install CD2, click Cancel and then click OK. 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
❑
If you install Windows Server 2003 Release 2, 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. 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 checked by default. Click Internet Information Services, and then click Details to select SMTP on the components list. Under Subcomponents of IIS, ensure that World Wide Web Service is selected. 3 If you selected any values, click OK to return to the Windows Components window. 4 Click Next. 5 Click Cancel to return to Manage your Server.
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Standard 6.02
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 have the option to 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.
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Standard 6.02
✓
Windows Server 2003 installation checklist Add or Remove Programs
This step only applies if you install Windows Server 2003 Release 2. If you install Windows Server 2003 Release 2, you must ensure that you did not install the new optional features provided on CD 2 on the Contact Center Manager Administration server. If you attempt to install Contact Center Manager Administration on a server with the new Windows Server 2003 Release 2 components, the Contact Center Manager Administration installation will fail. 1 Click Start > Control Panel. 2 Double-click Add or Remove Programs. 3 Click Add/Remove Windows Components to view a list of installed components. Remove any of the following components if they have been installed on your Contact Center Manager Administration server:
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
4 Ensure that all ADAM SP1 folders have been deleted by checking to see if the following folder still exists on the Contact Center Manager Administration server:
If the folder above appears on the Contact Center Manager Administration server, you must delete it. 5 Close all windows to complete the procedure.
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Manually update 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. Manually updating the HOSTS table ATTENTION
1
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.
Browse to the sample HOSTS tables are provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc
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2
Standard 6.02
Double-click the HOSTS file and open the file with a text editor (for example Notepad) to modify the host tables. ATTENTION
You do not have to 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 text editor displays the HOSTS table. The HOSTS table consists of a list of IP addresses followed by a computer name. A sample hosts table is provided below as a guideline, but is not intended to indicate exactly how the hosts tables should be configured on the Contact Center Manager Administration server.
3
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
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Click File > Save to save your changes.
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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.
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Installing and configuring the server operating system
Standard 6.02
Configure Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
Configuring Data Execution Prevention (DEP) on the Contact Center Manager Administration server 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 opens.
3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
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Installing and configuring the server operating system
Standard 6.02
Result: The Performance Options dialog box appears 5
Select the Data Execution Prevention tab. Result: The Data Execution Prevention page appears.
6
Select the Turn on DEP for essential Windows programs and services only option.
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 dialog box reappears.
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9
Click OK to exit the System Properties dialog box.
10
Restart the server to activate the change to the Data Execution Prevention settings.
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Apply 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. 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 allows you to 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 verified the Microsoft patch for its compatibility with Contact Center Manager Administration.
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Installing and configuring the server operating system
Standard 6.02
Install Internet Information Services with SMTP and ASP.NET 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 Chapter 5, “Other configuration tasks.”
Installing Internet Information Services (IIS) 1
On the server, click Start > Control Panel > Add or Remove Programs. Result: The Add or Remove Programs window opens.
2
In the left pane, click Add/Remove Windows Components. Result: The Windows Components Wizard dialog box appears.
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3
Installing and configuring the server operating system
Under Components, click Application Server, and then click Details. Result: The Application Server dialog box opens.
4
Under Subcomponents of Application Server, select the ASP.NET check box on the components list. Result: A check mark appears next to ASP.NET.
5
Under Subcomponents of Application Server, click Internet Information Services, and then click Details.
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Standard 6.02
Result: The Internet Information Services dialog box appears. 6
Under Subcomponents of Internet Information Services (IIS), select the SMTP Service check box on the components list.
7
Under Subcomponents of Internet Information Services (IIS), ensure that the World Wide Web Service check box 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
82
Click Finish.
Contact Center Manager Administration
Chapter 5
Other configuration tasks In this chapter Overview
84
Ensure the computer name and DNS host name match
85
Add the server to an existing domain
90
Check the bindings order on the server
94
Technical Requirements and Operating System Configuration Guide
83
Other configuration tasks
Standard 6.02
Overview This chapter details the procedures to configure the application server before you install the Contact Center Manager Administration software.
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Other configuration tasks
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.
Technical Requirements and Operating System Configuration Guide
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Other configuration tasks
Standard 6.02
Ensuring 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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3
Other configuration tasks
Click the Computer Name tab. Result: The Computer Name Changes page appears.
4
Write down the Full computer name exactly as it appears, including case. Ignore the period at the end of the Full computer name.
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Other configuration tasks
5
Standard 6.02
Click Change. Result: The Computer Name Changes window appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.
7
Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8
If the names match, close the windows you opened and continue with the configuration of your server. OR If the names do not match, complete the procedure “Updating the computer name to match the DNS host name” on page 89.
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Updating the computer name to match the DNS host name This procedure is a continuation of the previous procedure. 1
Write down the NetBIOS computer name exactly as it appears.
2
In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.
3
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1.
4
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 3. Result: The system prompts you to restart.
5
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
6
Click Yes.
7
When the system restarts, log on to the server as Administrator.
8
To ensure the names match now, repeat the procedure “Ensuring the computer name and DNS host name match” on page 86.
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Other configuration tasks
Standard 6.02
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 if one of the following occurs:
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 detailed information about the considerations for placing your Contact Center Manager Administration in workgroups or domains, see “Domains and Windows Server 2003 security policies” on page 45.
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Other configuration tasks
Adding the server to an existing domain 1
Click Start > Control Panel > System. Result: The System Properties window opens.
2
In the System Properties window, click the Computer Name tab.
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Other configuration tasks
Standard 6.02
Result: The Computer Name page appears.
3
To add the server to a domain, click Change. Result: The Computer Name Changes window appears.
4 92
Select the Domain option, and then type the name of the domain. Contact Center Manager Administration
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Other configuration tasks
You must provide the fully qualified domain name of the domain, which includes the prefix and suffix. 5
Click OK. Result: A window appears asking you for a name and password with permission to join the domain.
6
Type the name and password in the appropriate boxes.
7
Click OK. Result: When the system processes your change, a window appears welcoming you to the domain that you specified.
8
Restart the server when prompted to do so.
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Other configuration tasks
Standard 6.02
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 Chapter 6, “Optional system components”. 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.
3
94
On the menu bar, select Advanced > Advanced Settings.
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Result: The Advanced Settings dialog box appears.
4
In the Connections box, make sure that the Nortel server subnet connection is listed first. If it is not first, adjust the order.
5
Click OK.
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Other configuration tasks
96
Standard 6.02
Contact Center Manager Administration
Chapter 6
Optional system components In this chapter Overview
98
Install antivirus software
100
Install other utilities
102
What is next?
104
Technical Requirements and Operating System Configuration Guide
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Optional system components
Standard 6.02
Overview This section describes the optional system components that you can install on your server before you install Contact Center Manager Administration server software. The administrator must perform tests to ensure that certain conditions and recommendations are met prior to putting the server into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end user can be asked to remove third-party software and disable real-time scanning. Running additional software on the application server (for example, virus scan software) may place an additional load on the Contact Center Manager Administration server. Therefore, you should set all utility tools to run on the application server during off-peak hours. In addition, all utilities installed on the Contact Center Manager Administration server must be included in the Microsoft Compatibility List for Windows Server 2003. For more information about the Microsoft Compatibility List for Windows Server 2003, go to www.microsoft.com. Nortel does not provide support on the configuration of antivirus software. Direct all your questions or problems about antivirus software to the appropriate vendor. The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. If you raise performance or functionality issues to Nortel support personnel, as part of the fault diagnosis process, the support technician may ask you to remove all third-party software from the Contact Center Manager Administration server.
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Optional system components
Citrix Presentation Server 4.0 You can access the Contact Center Manager Administration application and Agent Desktop Displays through Citrix Presentation Server 4.0. ATTENTION
Nortel does not support connection to Contact Center Manager Server or Contact Center Manager Administration server through Citrix Presentation Server 4.0.
For information about the system requirements for Citrix Presentation Server 4.0, see the Nortel Contact Center Manager Administration Installation and Maintenance Guide.
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Optional system components
Standard 6.02
Install antivirus software If your corporate security policy requires it, you must install antivirus software. The recommendations for antivirus software are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel selects a representative sample of antivirus software in the development of these guidelines. The products that were tested and used to create these guidelines are:
McAfee Netshield Symantec Norton Antivirus corporate edition Computer Associates eTrust Antivirus
Nortel does perform ongoing compatibility testing or testing on other antivirus packages. Follow the vendor instructions for installing and configuring your antivirus software. Guidelines for antivirus software Follow these guidelines when you plan to install and run antivirus software on the Contact Center Manager Administration servers:
Do not set virus scans to start on the hour.
Set virus scans to run during off-peak hours.
100
Disable antivirus software before you install Contact Center Manager Administration or any service updates (SU). You can re-enable the antivirus software after you complete the installation of the Contact Center Manager Administration.
Do not configure the antivirus software to quarantine infected files. If you have an infected file, do not attempt to replace or remove them. Contact your local Nortel customer support representative for assistance. The support representative can determine if the files are part of the application or a critical system file. Do not connect the Contact Center Manager Administration server directly to the Internet to access virus definitions or updates. Download virus
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Optional system components
definitions and update files to another location on the network, and then load these updates on the servers.
Scan all Service Updates Supplements (SUS) files, DVDs, CD-ROMs, and floppy disks prior to use. Run the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition Performance Monitor on the server to measure the CPU usage. If the antivirus software causes the CPU usage to exceed 50 percent for longer than 20 min, do not install this antivirus software on the server. Nortel does not provide support on the configuration of antivirus software. Direct questions or problems about antivirus software to the appropriate vendor. If performance or functionality issues are raised to Nortel support personnel, as part of the fault diagnosis process, the customer or distributor can be asked to remove third-party utility software or antivirus software.
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Optional system components
Standard 6.02
Install other utilities Certain third-party utility class software applications, such as hardware diagnostics or backup tools, require few system resources during the normal operation of Contact Center Manager Administration and are permitted. Third-party backup software is used only for full server backups. You must use the utility included with Contact Center Manager Administration to perform database backups. Guidelines for utility software You must perform tests to ensure that these conditions and recommendations are met prior to putting the server into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, you can be asked to remove third-party software. You can install certain utility class software on the server, providing the software conforms to the guidelines listed:
102
During the installation, the utility must not conflict with the Contact Center Manager Administration installation. If conflicts occur, remove the utility until after Contact Center Manager Administration is installed. During run time, the utility must not degrade the Contact Center Manager Administration system beyond an average 30 percent CPU utilization. The utility must not lower the minimum amount of free hard disk space required by Contact Center Manager Administration and the Windows operating system. The utility must not cause any improper software shutdowns or out-ofsequence shutdowns. The utility must not administer the Contact Center Manager Administration software. If the utility has its own database, the utility’s database must not affect the Contact Center Manager Administration database.
You must not use disk compression utilities.
You must not use screen savers.
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You must not use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) to reclaim memory that is unused by Microsoft. The installation or uninstallation of the third-party software should not affect or conflict with the Contact Center Manager Administration software. For example, it must not cause conflicts with dynamic-link library (.dll) files. If such conflicts occur, you may need to rebuild the server.
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Optional system components
Standard 6.02
What is next? You are now ready to install Contact Center Manager Administration on the application server. For information about installing and upgrading Contact Center Manager Administration, see the Contact Center Manager Administration Installation and Maintenance Guide.
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Index A Access and Partition Management overview 13 Agent Desktop Displays overview 15 anti-virus software 100 application server communication ports on 41 application threshold classes in Scripting 14 architecture for network 18 Audit Trail overview 15
B
computer name of 68 port numbers in 41 third-party software 98 Contact Center Manager Administration server performance requirements 46 Contact Center Manager Server 17 CPU utilization 102
D DNS host name matching 85 DNS server addresses 70 configuring 73 documents in Contact Center 22
backward compatibility for clients 58
E
C
Emergency Help overview 15 experience required 25
Citrix 99 clients and Windows Server 2003 56 backward compatibility of 58 communication ports 41 hardware requirements for 52 software requirements for 55 communication ports 41 computer name changing in Windows Server 2003 68 computer name matching with DNS host 85 Configuration overview 13 Contact Center Management overview 12 Contact Center Manager Administration about the server 17 administrator password 68 components of 12
G guidelines 100 utility class software applications 102
H hardware requirements for the clients 52 server 32 Historical Reporting overview 14 host tables, configuring 74 hosts table manually updating 73
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Index
Standard 6.02
I
R
installation TCP/IP 70 Windows Server 2003 components 69 installing Windows Server 2003 66 IP addressing dynamic 70 for WINS 71
Real-Time Reporting overview 14 related documents 22 required experience 25 requirements minimum hardware 32
K
Scripting application threshold classes in 14 overview 13 server software requirements 37 setup Windows Server 2003 components 69 software requirements for the clients 55 server 37 spreadsheet used for estimating CLAN/WAN impact 49 supported platforms 31 Symposium Web Client components of 12
knowledge required 25
L LAN/WAN impact of unicast on 48 multicast impact of application server on 46 LMHOSTS table 73
M Microsoft’s Compatibility List 98 minimum hardware requirements 32
S
T
N
TCP/IP setup 70
network architecture 18 Nortel server subnet 34 NT File System (NTFS) partition 36
U
P
unicast impact of on the LAN/WAN 48 utility software 102
partitions NTFS 36 on the application server 66 performance requirements for CCMA server 46 platforms supported 31 port numbers 41 ports for communication 41 106
V virus scan software and Contact Center Manager Administration 98
Contact Center Manager Administration
September 2007
Index
W Windows 2000 Professional 55 Windows 2003 Enterprise 55 Windows 2003 Server Enterprise 38 Windows 2003 Standard 38, 55 Windows Server 2003 and clients 56 installing 66 Windows Server 2003 installation and DNS server addresses 70 components 69 IP addressing 70 Windows XP Professional 55 WINS IP address for 71
Technical Requirements and Operating System Configuration Guide
107
Index
108
Standard 6.02
Contact Center Manager Administration
Reader Response Form Contact Center Manager Administration Product release 6.0 Technical Requirements and Operating Configuration Guide
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Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager 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:
297-2183-213 6.0 Standard 6.02 September 2007
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